Refund policy

Effective date: September 6, 2026. Because every piece is handmade from your photos, our normal return rules are different from a ready-made store — please read this page before ordering.

1. Custom items are made only for you

Each urn is handcrafted from your photos after you order, so it cannot be resold. We do not accept change-of-mind returns, exchanges, or cancellations once production has begun.

2. Cancellation window

You may cancel your order for a full refund within 2 days of placing your order, as long as production has not yet started. To cancel, email daisyzhangcn2025@gmail.com or message us on WhatsApp with your order number.

3. Preview approval

You receive a photo preview of your finished portrait before firing and may request small changes — one free round of revisions is included at that stage. Once you approve the preview, we fire the piece; that approval is the quality gate for your custom design.

4. Damaged, lost, or held in transit

Ceramics can break in transit despite careful packing. If your order is lost in transit, held by customs, or arrives damaged, we will remake and reship it once at no extra cost. Please keep the packaging and contact us within 3 days of delivery (or of the expected delivery date) with your order number and, for damage, photos of the damaged piece and its packaging.

5. Quality issues

If your piece arrives with a clear manufacturing defect — for example cracking or glaze faults — contact us within 3 days of delivery with photos. We will remake or repair it at no cost. If we are unable to remake or repair it, we will refund the amount you paid for the order.

6. Non-delivery

If your order is confirmed lost in transit and does not arrive (for example, tracking shows no movement for 30 days), we will remake and reship it once at no extra cost. If the replacement is also confirmed lost and does not arrive, we will refund the full amount you paid for the order.

7. How refunds are issued

When a refund is due under this policy, it is returned to your original payment method. Please allow a few business days for your provider to process it.