Complaints & Returns
Simple, fair, and human — if something isn’t right, we’ll make it right.
Return Window
- Returns accepted within 30 days of delivery.
- Items must be unused, in original condition and original packaging.
- Return shipping is customer-paid unless the item is faulty, damaged, or incorrect.
What’s Not Returnable
- Used items or items without original packaging.
- Gift cards and final-sale items (if marked).
- Customized / personalized items (if applicable).
Quick Outcomes
| Reason | Who pays return shipping? | Typical Resolution |
|---|---|---|
| Changed mind / doesn’t fit your setup | Customer | Refund to original payment after inspection |
| Damaged on arrival | Ceramica de Meles | Replacement or refund (your choice) |
| Wrong item received | Ceramica de Meles | Correct replacement + prepaid label |
| Manufacturing defect (within 30 days) | Ceramica de Meles | Replacement or refund after review |
How to Start a Return
- Email support@ceramicademeles.com with your order number, the item, and the reason.
- We’ll reply with next steps and, if applicable, a prepaid label.
- Pack the item securely in its original packaging and include the order number inside the box.
- Drop it off with the indicated carrier. Keep the receipt until your return is processed.
We typically reply within 1–2 business days.
Refunds & Processing
- Once received and inspected, refunds are issued to the original payment method.
- Processing time is usually 5–10 business days after we receive your return.
- Shipping fees are non-refundable, except for damaged/incorrect items or approved cases.
Exchanges
Need a different color or size? The fastest method is to place a new order and return the original item for a refund. For damaged/incorrect items, we’ll send a replacement at no extra cost.
Complaints (Damage, Defects, Missing Items)
- Damage on arrival: Contact us within 5 days with photos of the product and packaging.
- Manufacturing defect: Share clear photos/video and a short description of the issue.
- Missing/incorrect items: Include your order number and a photo of what you received — we’ll correct it quickly.
Return Address
We’ll share the closest return hub in your confirmation (usually our U.S. returns center). Please do not ship returns without contacting us first.
Need Help?
Email support@ceramicademeles.com with your order number. We’re here to help.