Nanac Return and After-sales Service Policy

Thank you for choosing Nanac's handmade art. Each piece is carefully crafted, and we value your trust. Please read the following after-sales policy to protect your rights.

Principle Statement

• All products sold here are handcrafted artworks, each with unique and irreplicable characteristics. Returns or exchanges for non-quality issues (e.g., discrepancies from expectations, size deviations, or unexplained dissatisfaction) will not be accepted.
• We recommend you carefully read the product description and size information before purchasing, or consult customer service for confirmation.

Eligible Return and Exchange Scenarios

• Situation Treatment Method Time Limit Requirement              
• Free repair/replacement/refund for shipping damage within 48 hours of receipt
• Missing or wrong delivery: Reissue or refund within 72 hours of receipt             
• Severe quality defects: Repair or refund within 72 hours of receipt

Note: "Severe quality defects" refer to obvious damage, cracking, or glaze flaking caused by non-manual characteristics that affect normal use or collection. Manual marks, minor bubbles, glaze flow, or slight dimensional errors are not considered defects.

No Return or Exchange Policy

• Apply for a return due to personal reasons (e.g., dislike, no need, wrong purchase, etc.).
• Transport damage with no response within 48 hours after receipt.
• Goods that have been used, cleaned, or damaged by human activity.
• Customized, pre-sold, or items with a special "no return" policy.
• Special offers, flash sales, or free gifts.

Handling Process for Transportation Damage

Ceramic products are prone to damage during transportation. We use professional shockproof packaging, but we kindly ask you to follow these steps:

• Inspect in person: If the outer packaging is visibly damaged upon receiving the package, you must open it in person or request the courier to provide a damage certificate.
• Timely feedback: Within 48 hours after receiving the order, please send the following documents to hello@kilnroom.cn: 1.Photos of the damaged artwork as a whole and its details. 2.Six photos of the outer packaging (including the logistics waybill). 3.Your order number and contact information
  
• Resolution: We will verify and respond within 5 working days, offering three options for you to choose from: repair, reissue, or refund.
  

 

Refund Notice

• For orders that meet the refund criteria, the amount will be refunded to your original payment account.
• Due to processing time by payment platforms, funds may take 5-15 business days to be credited, subject to the card issuer or payment provider.
• The refund does not include shipping fees, insurance, or customs duties for the original order.

Special Notes on Artist Works for Consignment

For products in the "Independent Artist Selection" category, after-sales service adheres to the quality standards specified by the artist. In case of disputes, Nanac will facilitate communication between both parties, but the final interpretation rights remain with the artist.

Contact Us

• If you have any questions after purchase, please contact us through the following methods: Email: hello@kilnroom.cn
• Wechat customer service: nanacshop (Please include the order number when adding)
• Service hours: Monday to Friday 10:00-18:00 (except public holidays)

 

Every handmade item deserves to be treated with care.

Thank you for your understanding and support.