Refund policy

Last updated: January 26th, 2026

We hope you are happy with your purchase! However, if you change your mind, you have the option to return items and receive a refund.

1. Return Timeframe

You may request a return within 14 days of receiving your order.

The return request must be submitted within this period. Returns requested after 14 days may not be accepted.

2. Conditions of Return

Products must be returned in the same condition as when purchased. Damaged items or products showing signs of wear and use will not be accepted or refunded. It is the your responsibility to ensure that the items are in the same condition as when purchased.

3. How to Request a Return (Step-by-Step)

To initiate a return, please follow these steps:

  1. Contact Us
    Email us at hej@ceramicas.dk with your order number and reason for return.
  2. Receive Return Approval
    We will review your request and send you return instructions if approved.
  3. Prepare Your Package
    Place the item securely in its original packaging.
  4. Ship the Item Back
    Send the return to the address provided in the return instructions.
    We recommend using a trackable shipping method.
  5. Confirmation
    Once we receive and inspect your return, we will notify you by email.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • Original shipping costs are non-refundable.

5. Refund Method & Timeline

Once your return is received and approved:

  • Your refund will be issued to the original payment method
  • Refunds are processed within 5–10 business days
  • Your bank or payment provider may take additional time to post the refund

If your refund is delayed, please contact your payment provider first before reaching out to us.

6. Exchanges

If you wish to exchange an item for another size or product:

  • Follow the return process above
  • Place a new order once your return is approved

We currently do not offer direct exchanges.

7. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery
  • Include photos of the item and packaging
  • We will arrange a replacement or refund at no extra cost

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • Check your bank account again
  • Contact your card issuer or payment provider
  • If still unresolved, contact us at hej@ceramicas.dk

9. Where This Policy Applies

This Returns & Refunds Policy applies to all purchases made through our website.

10. Accessibility of This Policy

This policy is accessible at all times:

  • Via the website footer
  • During checkout before payment is completed

We encourage customers to review it before completing a purchase.

11. Handmade Product Variations

Due to the handmade nature of our products, slight variations in color, shape, and finish are part of their character and are not considered defects.

12. Contact Us

If you have any questions about returns or refunds, please contact us:

Email: hej@ceramicas.dk
Business Name: Ceramicas
Address: Gråstensgade 2, 1tv. - 1677 Copenhagen V, Denmark