Return and Refund Policy

At KilnPrism, we take pride in the craftsmanship of our ceramics and glassware. We want you to be completely satisfied with your purchase. This policy outlines how we handle returns, damages, and refunds to ensure a transparent and fair experience for our community.

1. 30-Day Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it.

  • Unused, unwashed, and in its original packaging.

  • Accompanied by a receipt or proof of purchase.

2. How to Start a Return

To initiate a return, please contact us at: service@kilnprism.com

If your return is accepted:

  1. We will provide you with a Return Authorization and a return shipping label (if applicable).

  2. You will receive detailed instructions on how and where to send your package.

  3. Important: Items sent back to us without first requesting a return will not be accepted.

3. Damages and Issues (Fragile Items)

Since our collections consist of delicate glass and ceramics, please inspect your order upon reception.

  • If the item is defective, damaged, or if you receive the wrong item, contact us immediately at service@kilnprism.com.

  • Please include clear photos of the damaged item and the packaging so we can evaluate the issue and send a replacement or issue a refund promptly.

4. Non-Returnable Items

Certain types of items cannot be returned:

  • Custom or Personalized products: (e.g., special orders or engraved items).

  • Final Sale items or Gift Cards.

  • Original shipping fees paid at checkout are non-refundable.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging.

 

7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund too.

  • If more than 15 business days have passed since we’ve approved your return, please contact us at service@kilnprism.com.

8. Return Address

A return authorization is required before shipping. All returns should be coordinated through our customer service team.

Official Business Entity: FULLY TABLEWARE & EQUIPMENT LIMITED
Address: G/F, 303 Shanghai Street, Yau Ma Tei, Kowloon, Hong Kong SAR
Email: service@kilnprism.com