Refund policy
1. Our 14-Day Return Policy
You may request a return within 14 days after your order has been delivered.
To be eligible for a return, the product must be:
- Unused and unwashed;
- Free from food, water, stains, scratches, chips, odors, pet hair, or other signs of use;
- In the same condition in which it was received;
- Returned with all components and accessories originally included;
- Securely packaged, preferably using the original protective packaging; and
- Accompanied by the order number or other proof of purchase.
2. How to Request a Return
Before sending a product back, contact us at:
Please include:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return; and
- Clear photographs where relevant.
Returns must be approved before they are shipped. Products returned without prior authorization may not be accepted.
After your return request has been approved, we will provide the correct return address and packaging instructions.
3. Return Shipping Costs
Unless a product arrived damaged, defective, unsafe, or different from what was ordered, the customer is responsible for the direct cost of return shipping where permitted by applicable law.
We recommend using a tracked and insured shipping service. Terralora Ceramics cannot be responsible for parcels lost during return shipping or damaged because of inadequate return packaging, except where applicable law provides otherwise.
Original shipping charges are non-refundable under our voluntary 30-day return policy, except where required by applicable law or where the return resulted from an error by Terralora Ceramics.
4. Damaged, Defective, or Incorrect Products
Please inspect your order immediately after delivery.
If your product arrives damaged, defective, unsafe, or materially different from what you ordered, contact us as soon as reasonably possible, preferably within 48 hours after delivery.
Please provide photographs showing:
- The product and the damaged or incorrect area;
- The outer shipping box;
- The internal protective packaging;
- The shipping label; and
- Any visible damage to the parcel.
Please retain the product and all packaging materials until the issue has been reviewed.
After evaluating the information, we may provide a replacement, refund, repair, or another appropriate remedy. You will not be responsible for approved return shipping costs when a product is confirmed to be damaged, defective, unsafe, or incorrectly supplied.
Failure to report an issue within 48 hours does not remove any mandatory consumer rights that may apply.
5. Handmade Ceramic Variations
Terralora Ceramics products are individually handmade, hand-finished, and hand-glazed.
Small variations in glaze, marbling patterns, brushwork, color distribution, texture, surface details, dimensions, shape, or finish are natural characteristics of handcrafted ceramics.
Colors may also appear slightly different depending on lighting, photography, and screen settings.
6. Non-Returnable Products
Unless otherwise required by applicable law, we cannot accept change-of-mind returns for:
- Personalized, engraved, named, or monogrammed products;
- Products made according to customer specifications;
- Custom colors, dimensions, patterns, designs, or commissioned products;
- Products that have been used, washed, altered, or damaged after delivery;
- Products returned without essential components or accessories;
- Products returned without prior authorization; and
- Gift cards, where offered.
Personalized and custom-made products may still qualify for an appropriate remedy if they arrive damaged, defective, unsafe, or incorrect.
7. Sale and Promotional Products
Discounted and promotional products remain eligible for return under this policy unless they were clearly identified as final sale before purchase and applicable law permits that restriction.
Discounted products remain covered where they are damaged, defective, unsafe, or incorrectly supplied.
8. Order Cancellations
Contact us immediately if you wish to cancel an order. We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed once production, personalization, packaging, or shipment has started.
Personalized or custom-made orders cannot normally be cancelled after production has begun, except where mandatory law provides otherwise.
9. Exchanges
We do not currently offer direct exchanges. The fastest way to receive another product is to return the eligible product and place a separate order for the replacement.
10. Türkiye, European Union, EEA, and United Kingdom Customers
Customers retain all mandatory statutory cancellation and consumer rights applicable in their country or region.
Where applicable, eligible customers may notify us that they wish to withdraw from an online purchase within 14 days after receiving the product, without providing a reason.
Personalized products and products made specifically according to the customer’s instructions may be excluded from the statutory change-of-mind withdrawal right.
Where required by law, we will refund the product price and the cost of the least expensive standard delivery option offered at checkout. Additional delivery charges resulting from express or upgraded delivery may not be refundable.
We may withhold reimbursement until the returned product is received or satisfactory evidence that the product has been shipped is provided, where permitted by applicable law.
Nothing in this policy limits any mandatory rights relating to damaged, defective, unsafe, or misdescribed products.
11. Refunds
Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.
Approved refunds under our voluntary return policy will normally be issued to the original payment method within 10 business days after inspection.
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since we confirmed approval of your refund, please contact us.
Questions About a Return?
Our team will be happy to review your request.
shop@ambianceexport.com
+90 540 023 1299
Terralora Ceramics · Kayseri, Türkiye