This policy outlines how we handle returns, refunds, and exchanges for orders placed through this website. Our goal is to be open and transparent in informing you which requests we can fulfill and which we cannot.
Returns
We accept return requests under the following conditions:
Time Limit: You must contact us within 10 days of receiving your order to initiate a return request.
Product Condition: Returned items must be unused, in their original condition, and accompanied by their original packaging. Given that ceramic products are fragile, we cannot accept returns for items that show signs of use, have been damaged after delivery, or are missing their original packaging.
Proof of Purchase: A receipt or order number must be provided as proof of purchase to process any return.
To initiate a return, please send an email to support@fjtableware.us, including your order number and the reason for the return. We will then provide you with detailed instructions on how to proceed with the return.
Non-Returnable Items
The following items are not eligible for return:
Items that have been used, washed, or show signs of wear and tear.
Items damaged after delivery (please refer to the “Damaged Items” section below).
Sale or clearance items (unless the item was damaged upon delivery).
Customized or personalized items.
Damaged or Defective Items
We take great care when packaging our ceramic products; however, items may occasionally be damaged during transit. If you receive an order containing damaged or defective items, please contact us within 48 hours of delivery and provide the following information:
Your order number.
Photos clearly showing the damaged item(s) and the condition of the outer packaging.
We will review the information you provide; if approved, we will offer you a replacement (exchange) for the damaged item(s) or a full refund. In such cases, all return shipping costs will be covered by us.
Return Shipping Costs
For returns that are not due to our error (i.e., not due to damaged or defective items):
The return shipping costs must be borne by the customer. We recommend that you return items using a shipping method that provides tracking services, as we cannot guarantee receipt of your returned items if tracking information is unavailable.
Unless the return is due to an error on our part, or if the item was damaged upon receipt, the original shipping charges are non-refundable.
Refunds
Once we have received and inspected your returned item(s), we will notify you regarding the approval or rejection of your refund request. If your request is approved:
The refund amount will be credited back to the original payment method used for your purchase. Refunds typically take 10 to 15 business days to appear on your statement; the exact timeframe depends on your bank or credit card issuer.
If you have not received your refund after this period has elapsed, please contact your bank or card issuer before contacting us.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above to return the original item, and then place a new order for the item you desire.
Contact Us
If you have any questions regarding returns, or require assistance with a specific order, please contact us by emailing support@fjtableware.us. We typically respond within 2 business days.