At Truly Ceramics, we take utmost care to deliver handcrafted ceramic products with love and perfection. Since every piece is handmade, slight variations in color, texture, or finish are part of the unique charm of our pottery.
We understand that sometimes things don’t go as planned. This policy outlines how cancellations, returns, and refunds are handled.
🛍️ Order Cancellation
- Orders can be cancelled within 6 hours of placing them, provided the order has not yet been dispatched.
- To cancel your order, please email us at truelyceramic@gmail.com or message us on WhatsApp with your order ID.
- Once the order is shipped, cancellations cannot be accepted.
If the order is successfully cancelled before dispatch, the full amount will be refunded to your original payment method within 5–7 business days.
🚚 Returns & Replacements
We accept returns only in the following cases:
- The product arrives damaged or broken.
- A wrong product is delivered to you.
- The product received has a manufacturing defect.
If any of the above situations occur, please inform us within 48 hours of delivery by emailing us at info@trulyceramics.com with:
- Your Order ID
- Clear images or a short video showing the issue
Our team will review your request and guide you through the next steps.
📦 Return Process
- Once your return request is approved, we will either:
- Arrange a reverse pickup, or
- Request you to ship the item back to our address.
- The product must be returned in its original packaging and unused condition.
- Once received, our team will inspect the product.
- Approved refunds/replacements will be processed within 5–7 business days after inspection.
🚫 Non-Returnable Items
As our ceramics are handmade and fragile, returns or exchanges will not be accepted in the following cases:
- Products that have been used, washed, or altered after delivery
- Minor variations in color, shape, or texture (these are natural in handmade items)
- Customized or personalized orders
- Products bought during sale or discount offers
💰 Refund Process
- Refunds are issued only after the returned product passes inspection.
- Refunds are processed to the original payment method (Card/UPI/NetBanking/Razorpay wallet).
- Refund timeline: 5–7 business days after approval.
- In case of COD orders, the customer must provide bank details for refund transfer.
⚠️ Damaged Packages
If your parcel looks tampered or broken at delivery:
- Do not accept it from the courier.
- Take clear photos and contact us immediately at truelyceramic@gmail.com or via WhatsApp at 8297727010
We will issue a replacement or full refund as soon as possible.
🪴 Important Note
Since our ceramics are handcrafted, small imperfections like glaze spots, uneven edges, or slight color differences are natural characteristics — not considered defects.
📩 Contact Us
If you have any questions regarding this policy or need assistance with your order, please reach out to:
📧 truelyceramic@gmail.com
📞 +91-8279927010
📍 359, Behind DCM, Madaar Darwaza, Khurja(203131), Uttar Pradesh, India