Refund policy

Returns and exchanges are accepted within 30 days of delivery for eligible items. If a piece arrives damaged, defective, or not as described, contact us and we’ll make it right.

Requesting a Return or Exchange

Contact us within 30 days of delivery at support@zen-kiln.com. Please include your order number and the reason for your request. Do not send an item back until we have confirmed the return instructions.

Return Condition

Items must be returned in their original condition and packaging. If an item is not returned in its original condition, the buyer is responsible for any loss in value.

Return Shipping

For a standard return or exchange, return shipping is the buyer’s responsibility. If the item arrived damaged, defective, or not as described, ZenKiln will cover the reasonable return or replacement cost where applicable.

Damaged, Defective, or Incorrect Items

Please send clear photos of the item and its packaging with your order number and a short description of the issue. Once the claim is reviewed, we’ll offer an appropriate solution: a replacement, partial refund, or full refund.

Non-Returnable Items

Custom, personalized, final-sale, or clearly marked non-returnable items can’t be returned unless they arrive damaged, defective, or not as described.

Order Cancellations

To request a cancellation, contact us within 12 hours of purchase. After that, the order may already be in processing or packed for shipment, so cancellation can’t be guaranteed.

Refund Processing Time

Once a refund is approved, ZenKiln will process it within 5 business days. Your bank or payment provider may require additional time for the credit to appear.

Questions

Email support@zen-kiln.com. We’re a small Tokyo studio and reply personally.