Refund policy
Every ZenKiln order is protected. If a piece arrives damaged, defective, or not as described, we'll make it right — quickly and personally. Because everything is handmade and shipped fragile from our Tokyo studio, here's exactly how we look after you.
What's Covered
We'll gladly help if your order arrives damaged in transit, has a manufacturing defect, or is significantly different from its description. Your purchase is protected in each of these cases.
How to Report an Issue
Please contact us within 7 days of delivery and include:
- your order number,
- a short description of the issue, and
- clear photos of the item and its packaging.
The photos help us resolve your claim quickly and pack even better for the next customer.
How We'll Resolve It
Once your claim is approved, we'll offer a fair solution for the situation — a replacement, a partial refund, or a full refund.
Change-of-Mind Returns
Because our pieces are handmade, fragile, and shipped internationally from Japan, we're unable to accept returns or exchanges for change of mind, size expectations, or personal preference — unless noted otherwise on the product page. Unsure about size, color, or use? Message us before you order and we'll happily help you choose.
Return Shipping
If the issue is due to damage, a defect, or our error, we'll cover the reasonable return or replacement cost where applicable. For any other authorized return, return shipping is the buyer's responsibility.
Non-Returnable Items
Custom, personalized, final-sale, or clearly marked non-returnable items can't be returned unless they arrive damaged or defective.
Order Cancellations
Need to cancel? Contact us within 12 hours of purchase. After that, your order may already be in processing or packed for shipment, so cancellation can't be guaranteed.
Here to Help
Questions before or after your order? Email support@zen-kiln.com — we're a small Tokyo studio and we reply personally.