This policy applies to the One-of-a-Kind Textured Ceramic Vessel sold by NEOMEDINA. It distinguishes between a standard in-stock product and a customized or made-to-order product.
Standard in-stock vessel: 30-day return window
A standard, non-custom ceramic vessel may be returned for change of mind within 30 calendar days after delivery.
To qualify, the vessel must be unused, unwashed, unmodified, undamaged after delivery, and returned in its original protective packaging and wooden box with every supplied component or document. A vessel that has been used with water, flowers, food, or other contents, washed, altered, or returned incomplete is not eligible for a change-of-mind return, except where applicable law requires otherwise.
How to request a return
Request return authorization before sending the vessel. Include the order number, reason for return, and current photographs of the vessel, wooden box, and internal packaging. After the request is approved, NEOMEDINA will provide the return instructions and authorized return address.
Do not send a product to a billing, workshop, or other address without written return authorization. An unauthorized parcel may not be accepted or correctly identified.
Change-of-mind return costs
The customer is responsible for arranging and paying the return-shipping cost for an approved change-of-mind return. Use a trackable and appropriately insured service suitable for a fragile 10 kg ceramic item packed in a 50 × 35 × 35 cm wooden box. NEOMEDINA does not charge a restocking fee.
Original outbound shipping charges, import duties, customs charges, brokerage fees, and destination taxes are not refundable unless required by applicable law or the return results from an error by NEOMEDINA.
Inspection and refunds
After the authorized return is delivered, NEOMEDINA will inspect the vessel and all packaging. If the return meets this policy, the approved refund is issued to the original payment method within 5–10 business days after receipt and inspection. The customer’s bank or payment provider may require additional time to post the refund.
Damaged, defective, or incorrect products
Report transit damage, a defect, an incorrect item, or a material difference from the product description as soon as reasonably possible and no later than 30 calendar days after delivery. Provide the order number and clear photographs of the vessel, affected area, wooden box, internal packaging, and shipping label. Keep all packaging until the claim is resolved.
When NEOMEDINA approves a claim for damage, defect, an incorrect item, or material non-conformity, NEOMEDINA covers the authorized return-shipping cost. Depending on the circumstances and practical availability, the remedy may be repair, replacement, or refund. This policy does not limit rights provided by applicable consumer law.
Custom and made-to-order vessels
A custom order may be cancelled for a full refund before production begins. Once production has begun, a vessel made to the customer’s approved dimensions, shape, texture, handle design, colour direction, decoration, or other personalized requirements cannot be cancelled or returned for change of mind, except where applicable law requires otherwise.
Custom-item restrictions do not remove the customer’s rights when the vessel is damaged, defective, incorrect, or materially different from the written approved specification. Approved custom-item defect or non-conformity claims follow the process above.
Handmade variations
Reasonable variations in shape, dimensions, texture, natural finish, colour tone, handle form, and hand-drawn decoration are part of the handmade process and are not defects when the vessel remains materially consistent with the listing or approved custom specification.
Safe return preparation
Empty and dry the vessel completely. Secure it inside the original internal protection and wooden box. Do not ship an authorized return without adequate protection and tracking.
Policy summary
- Standard non-custom return window: 30 calendar days after delivery
- Accepted condition for change of mind: unused, unwashed, unmodified, complete, and in original packaging and wooden box
- Change-of-mind return shipping: paid by the customer
- Approved defect or NEOMEDINA error return shipping: paid by NEOMEDINA
- Restocking fee: none
- Refund processing: 5–10 business days after receipt and inspection
- Return method: authorized return by mail
- Custom orders: full refund if cancelled before production; no change-of-mind cancellation or return after production begins