Refund policy

Return and Refund Policy

Last updated: July 30, 2026

At VS Ceramics, every piece is carefully handcrafted in Venice, made to order, and thoroughly inspected before it leaves our studio. Because of the delicate, bespoke nature of our artisanal process, we do not accept standard returns or offer refunds for change of mind, custom orders, or stylistic preferences.

However, we stand by the quality of our craftsmanship and ensure protection for your delivery. Please review our policy regarding damaged or faulted items below.

1. Items Arriving Faulted or Defective

We take utmost care in packaging our ceramics securely. If your product arrives with a manufacturing defect or structural fault present from the beginning, you are eligible for a replacement or a full refund.

  • Reporting Window: You must notify us within 48 hours of receiving your package.

  • How to Claim: Send an email to our support team at ceramics.vs@gmail.com with your order number, clear photographs of the defect, and photos of the original packaging.

  • Resolution: Once verified, we will cover the return shipping of the faulted item and arrange either a replacement piece (crafted according to our standard production window) or a full refund to your original payment method.

2. Transport and Shipping Damages

Ceramics are fragile, and while we use robust packaging to prevent transit issues, rough handling by couriers can occasionally cause damage.

  • Optional Shipping Insurance: During the checkout process, you are given the option to purchase shipping insurance for your order.

  • If Insurance Was Chosen: If your package suffers transport damage and you selected the insurance option at checkout, the transport insurance covers the loss. We will file the claim on your behalf and dispatch a replacement or issue a refund once the courier's insurance claim is approved.

  • If Insurance Was Declined: If you chose to decline shipping insurance at checkout, VS Ceramics is not responsible for any breakages, losses, or damages that occur while the package is in the custody of the transport carrier.

3. Conditions for Approval

To qualify for a refund or replacement under the faulted-item or insured-transport clauses:

  • Claims must be submitted within the strict 48-hour delivery window.

  • You must retain all original packaging materials, boxes, and cushioning, as couriers and insurance providers require photo evidence of the packaging to process claims.

  • Used items or damage caused by improper handling, accidental dropping, or failure to follow care instructions after delivery will not be eligible for return or refund.

For any questions regarding your order or shipping insurance, please reach out to us at ceramics.vs@gmail.com.