Returns & Refunds

We want you to feel confident when purchasing from JIANORA. Because Jian Zhan and Tenmoku ceramics are individually finished and naturally vary from piece to piece, we encourage you to review product descriptions, dimensions, capacity, and glaze information carefully before placing your order.

If something is not right with your order, please review the policy below and contact us for assistance.

1. Return Window

We accept eligible return requests within 30 calendar days of delivery.

To be eligible for a return, your item must be:

• Unused and in its original condition
• Free from damage caused after delivery
• Returned with its original packaging and any included accessories
• Accompanied by proof of purchase or your order number

Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

2. Natural Variations in Jian Zhan & Tenmoku Ceramics

Jian Zhan and Tenmoku ceramics are characterized by natural variations created through glazing and firing.

Differences may occur in:

• Glaze color and tone
• Crystalline or surface patterns
• Texture and depth
• Shape and dimensions
• Small marks or characteristics resulting from the ceramic and firing process

These variations are part of the individual character of each piece.

The product photographs are intended to represent the overall glaze family, form, and appearance. Unless otherwise stated, the piece you receive may not be visually identical to the piece shown in the photographs.

Natural variations that do not affect normal use are not considered defects.

3. Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives broken, significantly damaged in transit, or you receive the wrong item, please contact us promptly after delivery.

Please provide:

• Your order number
• Clear photos of the item
• Photos showing the damage
• Photos of the outer shipping box
• Photos of the internal packaging
• A photo of the shipping label, where possible

Please keep the item and all original packaging until we have reviewed your claim.

Once the issue has been verified, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances and product availability.

4. Change-of-Mind Returns

If you change your mind about an eligible item, you may request a return within the 30-day return period.

The item must remain unused and in its original condition.

Unless the return is caused by our error or a verified product issue, the customer is generally responsible for the cost of return shipping.

Original shipping charges are non-refundable unless required by applicable law or the return results from an error on our part.

We strongly recommend using a trackable shipping service when returning ceramic items.

5. Return Packaging

Ceramics are fragile and must be packed carefully for return shipment.

Whenever possible, please use the original protective packaging. The item should be securely packed to minimize movement during transit.

Damage caused by inadequate return packaging may affect return eligibility, subject to applicable consumer law.

Please do not return an item until you have received return instructions from us.

6. Non-Returnable Items

Returns may not be accepted for:

• Items returned outside the applicable return period
• Items that have been used or damaged after delivery
• Items returned without required components or packaging where this prevents safe resale
• Personalized or custom-made items, if applicable
• Gift cards, if applicable
• Items marked as final sale where permitted by applicable law

This does not affect any rights you may have for defective, damaged, or incorrectly supplied goods under applicable consumer law.

7. Exchanges

Because glaze patterns and individual ceramic characteristics can vary from piece to piece, an exact visual replacement cannot always be guaranteed.

If you would like to exchange an eligible item, please contact us first.

Where an exchange is approved, availability will depend on current inventory.

If the requested replacement is unavailable, we may offer an alternative solution or refund as appropriate.

8. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return.

If approved, the refund will be issued to your original payment method.

Please allow [5–10 business days] after the refund has been processed for it to appear in your account. Actual processing times may vary depending on your bank, card issuer, or payment provider.

Shipping charges and return shipping costs are handled according to the reason for the return and applicable law.

9. Orders Damaged in Transit

If a ceramic item is damaged during shipping, please do not immediately send it back.

Contact us first and provide the photographs requested in Section 3.

This allows us to document the shipping damage and determine the appropriate resolution without creating additional risk by shipping a broken ceramic item again.

10. Return Authorization

Before returning an item, please contact JIANORA through our Contact Us page or at [your customer service email].

Please include:

• Your name
• Order number
• Item you wish to return
• Reason for the return
• Relevant photos if the item is damaged or incorrect

If your return is approved, we will provide return instructions and the applicable return address.

Do not send returns to an address shown on the shipping parcel unless we have specifically instructed you to do so.

11. Cancellations & Order Changes

If you need to cancel an order or change your shipping information, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request before the order is processed or shipped.

Once an order has entered fulfillment or has been dispatched, cancellation or address changes may no longer be possible.

12. Consumer Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude rights that cannot legally be excluded under applicable consumer protection laws.

Where applicable law provides you with additional rights, those rights will continue to apply.

13. Contact Us

If you have questions about a return, refund, exchange, or damaged order, please contact us through our Contact Us page.

For order-related inquiries, please include your order number so we can assist you more efficiently.

Last updated: October 2026