Refund policy
RETURN & REFUND POLICY
RETURN WINDOW
30 days from the date of delivery
You have 30 calendar days from the date you receive your order to initiate a return.
RETURN ELIGIBILITY
Items Eligible for Return:
- Unopened, unused items in original packaging
- Items with all original tags attached
- Items accompanied by receipt or proof of purchase
Items NOT Eligible for Return:
- Opened or used items
- Installed porcelain products
- Items damaged by customer mishandling
- Sample orders
- Custom or special-order products
- Sale or clearance items
- Items without proof of purchase
RETURN COSTS
Customer pays for return shipping
- You are responsible for all return shipping costs
- You are responsible for purchasing and printing your own return shipping label
- We recommend using a trackable shipping method with insurance
- We are not responsible for items lost or damaged during return transit
Restocking Fee:
25% restocking fee applies to all approved returns
HOW TO RETURN
Step 1: Contact Us
Email: info@kutahyaporselenusa.com
Include in your email:
- Order number
- Item(s) you wish to return
- Reason for return
Step 2: Await Approval
We will review your request and respond within 1-2 business days with return authorization.
Step 3: Package Your Return
- Use original packaging when possible
- Pack items securely to prevent damage in transit
- Include copy of receipt or packing slip
Step 4: Ship Your Return
Ship to: Kutahya Porcelain USA
7855 NW 41st St Suite 200 Doral Florida 33166
Important: We cannot accept COD returns or items shipped without prior authorization.
DAMAGED OR DEFECTIVE ITEMS
If you receive damaged or defective merchandise, please contact us immediately upon receipt.
To Report Damage:
- Email: info@kutahyaporselenusa.com
-
Include:
- Order number
- Clear photos showing damage
- Description of the issue
- Timeframe: Report within 48 hours of delivery
Important: Do NOT refuse shipment. We cannot process claims without photographic evidence.
Our Response:
We will evaluate your claim and provide a resolution within 3-5 business days. Approved claims will receive:
- Replacement (subject to inventory availability), OR
- Full refund including original shipping costs
REFUND PROCESSING
Refund Timeline:
- Inspection: Within 5 business days of receiving your return
- Approval notification: Via email
- Refund issued: Within 10 business days of approval
- Bank processing: Allow 5-10 additional business days for funds to appear
Refund Amount:
Original purchase price minus 25% restocking fee
Refund Method:
Refunds will be issued to your original payment method only.
Non-Refundable Costs:
- Original shipping charges
- Return shipping costs
- Gift wrapping fees (if applicable)
Contact for Refund Issues:
If more than 15 business days have passed since approval, contact: info@kutahyaporselenusa.com
EXCHANGES
We do not offer direct exchanges.
To exchange an item:
- Return your original item following the return process above
- Place a new order for the desired item
ORDER CANCELLATIONS
Cancellation Window:
Within 24 hours of order placement
How to Cancel:
After 24 Hours:
Contact us immediately. We will attempt to cancel if the order has not been packed and shipped. Once an order is prepared for shipment, cancellation is no longer possible.
SHIPPING INFORMATION
Processing Time:
Most orders ship within 2-3 business days
Delivery Estimates:
Estimated delivery dates are approximations only. Actual delivery times may vary due to:
- Carrier delays
- Weather conditions
- High volume periods
- Other circumstances beyond our control
We are not responsible for carrier delays, but we will assist in tracking your shipment.
PRODUCT VARIATIONS
Please note:
- Product images are representative
- Due to the artisanal nature of porcelain, slight variations in color, pattern, and finish may occur between production batches
- We cannot guarantee exact matching with previously purchased items or existing collections
CONTACT INFORMATION
Customer Service Email: info@kutahyaporselenusa.com
Return Address:
Kutahya Porcelain USA
7855 NW 41st St Suite 200
Doral, Florida 33166
United States
Business Hours: 8:00AM - 5:00PM EST
For all return inquiries, refund status, or questions about this policy, please contact us at the email above.
POLICY NOTES
- This return policy applies to purchases made through info@kutahyaporselenusa.com only
- Terms may not be assigned or transferred without written consent from Kutahya Porcelain USA
- This policy may be updated at any time. The "Last Updated" date at the top reflects the most recent changes
- In case of conflict between policies, the terms on this page take precedence
- This policy complies with applicable U.S. consumer protection laws
Key Takeaways:
- ✓ 30-day return window from delivery
- ✓ Customer pays return shipping
- ✓ 25% restocking fee applies
- ✓ Items must be unopened and unused
- ✓ Contact us at info@kutahyaporselenusa.com to start a return
- ✓ Refunds processed within 10 business days of approval
This version is structured to meet Google Merchant Center requirements with:
- Clear return window at the top
- Explicit information about who pays for return shipping
- Step-by-step return process
- Clear restocking fees
- Specific refund timeline
- Easy-to-scan format with headers and bullet points
- Complete contact information
- No contradictory information
