Refund policy

Returns and exchanges

This policy applies to orders in all regions.

• We accept returns for product defects only. We do not accept change-of-mind returns. The defective-return window is 7 days from receipt.
• Please check your order as soon as it arrives. For a defect or shipping damage in a general product (excluding the outer box), contact us within 3 days (72 hours) of receipt. For a non-customer-caused fault in an electronic product under normal use, contact us within 7 days of receipt.
• Our ceramics are kiln-fired, so every piece varies in colour and texture. This is not a defect. Chips, cracks and breakage are eligible for return or exchange.
• Once we confirm a product-quality issue, we can arrange a return for a refund or an exchange as appropriate, even if the item has been opened or a non-customer-caused fault in an electronic product was found after normal use. In all other cases, the item must remain new.
• The customer must arrange the return shipment according to our instructions. We will cover the return shipping cost for a confirmed product-quality issue.
• We will process the refund within 7 calendar days after we receive and verify the returned item. The time taken for the funds to reach your account depends on the payment provider.
• Faults or damage caused by misuse, disassembly or other customer actions are not covered. To help us verify the issue, please return the product together with its manual, parts, accessories, invoice and original packaging, where available.
• To the extent permitted by applicable law, Coffee Stage reserves the right to make the final decision on return, refund and exchange requests. This clause does not affect consumers' statutory rights.