Refund Policy

🌿 Ceramile Refund & Return Policy

🏺 1. Customized Ceramic Products

  • No Refund After 24 Hours: You may cancel and receive a full refund within 24 hours of placing your order. After that time, no refund is available for custom or personalized products.
  • No Need to Return Damaged or Broken Items: If a custom item arrives damaged, we’ll gladly replace it (see below), but we do not require you to return the damaged piece.
  • Craftsmanship Limitations: While we do our very best to capture every detail, slight variations are part of the handmade process. Because these custom pieces cannot be resold, we appreciate your understanding and support of our artisans’ work.

🔄 2. Replacements for Customized Products

If your custom item arrives damaged, broken, or missing parts, please email us at ilovecustomer@ceramile.com within 30 days of delivery. We simply request photos to confirm the issue. Once verified, we’ll arrange an expedited replacement—no returns required.

Note: We only offer replacements (not refunds) for damaged custom products if more than 24 hours have passed since your order.

🏠 3. Shipment Guidelines

If your initial delivery fails due to an incorrect address, we provide one complimentary re-delivery. However, if the second delivery attempt also fails, Ceramile cannot be held responsible for additional losses or delays.

✅ Please double-check your shipping address before finalizing your order.

🛒 4. In-Stock Products

⏳ About Cancellation & Refunds

  • Cancellation Within 24 Hours: If you cancel within the first day of purchase, you’ll receive a full refund. Requests after 24 hours will not be accepted.
  • Quality Issues (30 Days): If your in-stock product arrives damaged or with missing parts, contact us within 30 days of delivery to request a refund or replacement.
  • No Return Required if Damaged or Broken: You do not need to mail back damaged or defective items.

We’ll initiate approved refunds within 3 business days once we’ve processed your claim.

No refunds will be granted for reasons beyond the scope mentioned above.

🔧 About Replacements for In-Stock Items
If your in-stock item is damaged, has missing parts, or is significantly different from what you ordered, let us know within 30 days of delivery. We’ll expedite a replacement. If the product is intact but you prefer a different item or variation, contact us—our team will advise on whether an exchange is possible.

🖌️ 5. Style, Font, and Photo Changes

As long as it’s within 24 hours of placing your order, we can make edits to style, font, or uploaded images. Please email us at ilovecustomer@ceramile.com with:

  • Subject Line: Your order number
  • Body: A clear description of the changes needed

We’ll do our best to accommodate your request promptly!

📸 6. Photo Quality & Additional Images

Better Photo = Better Product!

  • We’re committed to providing top-quality results, but can only work with the image clarity you provide.
  • If your photo doesn’t meet our standards (e.g., low resolution, poor lighting), we’ll email you at your provided address—so please check your inbox.
  • If you’re unable to send a better-quality image and the final product quality is compromised, we reserve the right to decline refund requests.

🌈 7. Product Image Disclaimer

We strive to photograph and describe our items accurately, but color may vary slightly due to screen resolution differences. If you have questions about colors or materials, feel free to ask before ordering—we’re here to help you make an informed choice.

📦 8. Lost Packages

If your order appears lost in transit, we’re happy to replace it. If you prefer a refund instead of a replacement, please allow two weeks for us to confirm the package is truly lost. After that period, if it still hasn’t arrived, we’ll issue your refund. Our team will check on your package regularly during this window and provide updates.

💔 9. Damaged / Misprinted Items

  • No Return Required: If your item arrives damaged or misprinted, please contact us within 30 days. We will replace or refund according to your preference—but we won’t ask you to return the damaged product.
  • Replacement: We typically ship your new product within 5 business days once we confirm the issue.
  • Refund: If a refund is preferred and approved, we’ll process it within 3 business days.
    • Credit Cards: 1–2 business days to finalize
    • PayPal: 7–10 business days to finalize

Refund processing times can vary based on your payment provider.

📝 10. Additional Notes

  1. Timelines for refunds or replacements may vary slightly due to payment processing or shipping logistics.
  2. Your uploaded style, font, or image will be printed as is. If the wrong file is provided, we can’t be held responsible for reprinting free of charge.
  3. When returning or exchanging items purchased under a special discount or offer, your adjusted total may no longer qualify for that discount. We’ll adjust any refunds accordingly.

❓ Contact Us

If you have any questions or concerns, please reach out:

  • Email: ilovecustomer@ceramile.com
  • Return Address & Additional Contact Info: (We’ll provide full details upon return/exchange approval)

Thank you for choosing Ceramile! Your support helps our artisans continue creating beautiful, handcrafted ceramics you’ll treasure. We appreciate your patience and understanding as we strive to give you a wonderful experience from start to finish.