Refund and Returns Policy

SP Ceramic – Refund and Return Policy

At SP Ceramic, we strive to ensure that our customers are satisfied with every purchase. This Refund and Return Policy explains your rights and the conditions under which refunds, returns, and exchanges are handled. Please read this policy carefully before making a purchase. For any questions, please contact us at info@spceramic.com.

1. General Conditions

This Refund and Return Policy applies to purchases made directly from SP Ceramic via our website, www.spceramic.com. By purchasing from us, you agree to this policy’s terms and conditions.

2. Return Eligibility

To qualify for a return, your item must meet the following conditions:

  • Unused and in Original Condition: The item must be unused, undamaged, and in its original packaging with all labels and tags attached.
  • Proof of Purchase: We require a receipt or proof of purchase, such as an order confirmation email or packing slip, to complete any return or refund.
  • Return Window: Returns are accepted within 30 days of the delivery date. Items returned after this period are not eligible for a refund, exchange, or store credit, except under specific conditions as outlined in Section 4.

3. Non-Returnable Items

Certain products are not eligible for return. These include:

  • Personalized or Custom-Made Items: Any products customized to customer specifications (e.g., custom art or personalized ceramics).
  • Sale or Clearance Items: Items marked as “Sale,” “Clearance,” or “Final Sale” are non-returnable unless faulty.
  • Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.

4. Defective or Damaged Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery to arrange a return, repair, or replacement. Follow these steps:

  • Contact Customer Support: Email info@spceramic.com with your order number, a description of the defect, and photos of the item and packaging.
  • Return Approval: If approved, we will provide a pre-paid return label, and you will be eligible for a repair, replacement, or full refund, depending on the nature of the defect.

In cases of damaged items due to manufacturing defects, SP Ceramic will cover the cost of shipping for returns and replacements.

5. How to Return an Item

Step 1: Request a Return Authorization

Email info@spceramic.com with your order details, reason for return, and any relevant photos if the item is damaged or defective.

Step 2: Packaging Your Return

Items must be securely packaged in their original packaging. Please ensure all ceramic items are carefully packed to avoid damage in transit. SP Ceramic is not responsible for any damage incurred during the return process if packaging guidelines are not followed.

Step 3: Shipping Your Return

Once your return is authorized, you will receive a return address and instructions. The customer is responsible for the cost of return shipping unless the item was defective or incorrect. For your protection, we recommend using a trackable shipping service or purchasing shipping insurance, as SP Ceramic is not liable for items lost in return transit.

6. Refund Process

Upon receiving your returned item, we will inspect it to confirm it meets our return eligibility requirements. If the return is approved, a refund will be issued as follows:

  • Original Payment Method: Refunds will be processed back to the original payment method within 14 business days of receiving and inspecting the returned item.
  • Shipping Costs: Shipping fees are non-refundable, except in cases where items are defective or the wrong item was shipped.
  • Partial Refunds: In some cases (e.g., items returned not in original condition or damaged through customer handling), we may issue a partial refund.

Refund Timeline

Please allow an additional 3–5 business days for your bank or card issuer to process the refund.

7. Exchanges

We offer exchanges for eligible items that are returned within 30 days of delivery. If you wish to exchange an item for a different product, size, or color:

  • Return the Original Item: Follow the return process outlined in Section 5.
  • Place a New Order: To expedite processing, place a new order for the desired item, as exchanges are not processed until the original item is received and inspected.

Shipping costs for exchanges are the responsibility of the customer unless the exchange is due to a product defect or error on our part.

8. Cancellations and Amendments

a. Order Cancellations

Orders may be cancelled within 24 hours of purchase by emailing info@spceramic.com. After 24 hours, cancellation is not guaranteed, as orders are often processed promptly.

b. Amendments to Orders

For modifications to an order (e.g., shipping address changes, product adjustments), please contact us as soon as possible. We cannot guarantee that changes can be made after the order is confirmed.

9. Refund Exceptions

In cases where customers have consistently requested returns, refunds, or exchanges that we believe are not in good faith, SP Ceramic reserves the right to refuse refunds, replacements, or exchanges.

10. Contact Us

For questions regarding this policy or assistance with a return, please contact us:

  • Email: info@spceramic.com
  • Address: Delta Studio 2, Studio Way Lombard Industrial Estate, London SW19 3EU

We value our customers and are committed to providing a transparent, fair, and efficient returns process. Thank you for shopping with SP Ceramic.

Effective Date: 01/01/2025