Return and Refund Policy

This policy explains the conditions under which returns and refunds are accepted, how to request a return, and what you can expect during the process.

Return and Refund Timeframe

Customers may request a return or refund within 30 days from the date of delivery.

Requests submitted after this period may not be accepted.

Eligible Reasons for Return

We accept returns under the following circumstances:

Customer remorse or change of mind
If you are not satisfied with your purchase or no longer want the item, you may request a return within the allowed timeframe.

Incorrect, defective, or damaged items
If you receive an item that is damaged, defective, or different from what you ordered, you are eligible for a return or replacement.

Conditions for Return

To be eligible for a return, items must meet the following conditions:

The item must be unused and in its original condition
The item must be returned with original packaging
The product must not show signs of use, damage, or alteration after delivery
The return must be requested and approved by our support team before being sent back

Because we sell ceramic products, which are fragile and often used for food or decoration, we cannot accept returns for items that have been used, washed, or damaged after delivery.

Non-Returnable Items

We do not accept returns in the following cases:

Items that have been used or are no longer in original condition
Items returned without prior authorization
Items damaged due to misuse, improper handling, or normal wear and tear

Return Method

All returns must be sent by mail.

The return address will be provided by our support team after your return request has been reviewed and approved. Please do not send items back without confirmation, as unauthorized returns may not be accepted.

Return Label

There are two possible cases regarding return labels:

If a return label is included in your original package, you may use it according to the provided instructions.

If no return label is included, our support team will provide one after your return request is approved, along with detailed return instructions.

Return Shipping Cost

Customers are responsible for return shipping costs in cases of change of mind or customer remorse.

If the return is due to a defective product, incorrect item, or damage caused during shipping, we will cover the return shipping cost.

Return Process

To request a return, please follow these steps:

Contact us via email at support@smalltownceramics.com
Use a clear subject line such as RETURN #YourOrderNumber
Provide your order number, a description of the issue, and photos if applicable

Once your request is reviewed and approved, we will provide return instructions, including the return address and shipping label if applicable.

After we receive and inspect the returned item, we will proceed with the appropriate resolution.

Exchanges

We accept exchanges for defective or incorrect items.

For change of mind, we do not offer direct exchanges. In such cases, you may return the item (if eligible) and place a new order separately.

Refunds

Damaged Items During Transit

If your order arrives damaged, please contact us within 48 hours of delivery.

Include photos of the damaged item and packaging so we can assess the situation. We will work with you to provide a replacement or refund where appropriate.

Contact Information

Company: Smalltown Ceramics
Email: support@smalltownceramics.com
Address: 15875 Rankin Ave, Dunlap, TN 37327, United States

Support Hours

Monday to Friday
8:00 AM to 5:00 PM PST

Local Store Hours

Tuesday 12:00 to 17:00
Wednesday 12:00 to 17:00
Thursday 12:00 to 17:00
Saturday 12:00 to 19:00
Monday, Friday, Sunday Closed

If you have any questions about returns or refunds, please contact us before sending your item back. We will guide you through the process to ensure it is handled correctly.