Return and refund policy

At studiobrosia, every bowl, every ring holder and tray is shaped bit by bit by our artisans with the warmth of their palms and the patience of time. The flow of each glaze color and every slight texture are natural traces of handcrafting. We sincerely hope that the moment you receive your work, you can feel the warmth and soul contained in the handcrafted items.
However, we also understand that sometimes the situation may be different - the product may be damaged during transportation or slightly fall short of your expectations. To ensure your peace of mind and pleasure at every step of your shopping journey, we have formulated the following detailed return and refund policies.

I. Time and Conditions for Return Application

We accept return or refund applications made within 14 days of your receipt of the goods. Please check the condition of the items as soon as you receive the package. If you find any damage, defect or inconsistency with the order, please contact our customer service team immediately via email (it is recommended to attach a clear photo and the order number), and we will assist you in handling it at the first time.

Please note that the following situations are not within the scope of return and exchange:

Customized products (including ceramic works in special colors, sizes or patterns specified by customers).

Normal manual traces, such as:

Slight glaze flow or unevenness;

Small bubbles or natural textures;

There is a slight difference in the size of the works (within ±5%).
These are all characteristics that naturally occur during the high-temperature firing process of handcrafted pottery and are not regarded as flaws.

Damages caused by improper use by the customer, such as drops, collisions or cracks resulting from exposure to extreme temperature changes.

Ii. Return Process

If you need to return the goods, please follow the steps below

Contact the studiobrosia customer service team

Please contact us by email within 14 days of receiving the goods.

Please attach the order number, problem description, clear photos and contact information in the email.

We will reply within 1 to 3 working days to confirm the return qualification and the return address.

Safe packaging and return

Please return the goods within 7 days after confirmation.

To avoid secondary damage during transportation, please be sure to use the original packaging materials or equivalent shockproof packaging.

Please attach your name and order number in the package so that we can verify the information.

Return shipping fee description

If the product is returned due to defect, damage or wrong delivery, the shipping cost will be borne by studiobrosia.

If a customer requests a return due to personal reasons (such as changing their mind), the return shipping cost shall be borne by the customer.

Iii. Refund Method and Time

After we receive the returned goods and confirm their integrity, we will process the refund within 5 to 10 working days.

The refund will be returned through the original payment method (such as credit card, PayPal, or Etsy payment account).

If the returned goods show obvious signs of use, are damaged or lack original packaging accessories, we may deduct a certain amount of compensation fees at our discretion.

Special reminder
The refund arrival time may be delayed due to the processing speed of different banks or payment platforms (usually no more than 15 working days).

4. Damaged goods or incorrect shipment

We are well aware of the fragility of ceramic products, so each piece is carefully inspected and wrapped in multiple layers of protective packaging before being dispatched. However, occasionally, uncontrollable accidents may still occur during transportation.

If the work you receive has any of the following situations, please contact us within 48 hours after receiving the package:

The product is cracked or severely damaged;

Missing items or incorrect goods in the order;

Obvious quality issues.

Please attach clear photos of the damaged part, the appearance of the package and the order number in the email.
After verification, we will provide you with one of the following solutions:

Free replacement of the same type of product;

Full refund (including shipping fees);

Offer store points for future purchases.

We will do our best to remedy every problem for you and ensure that you do not lose the joy of purchasing because of these unexpected events.

V. Policies on Customized and Personalized Orders

Some of studiobrosia's works offer customization services for color, size or text.
Since these goods are specially made according to your requirements, therefore:

Customized goods, once confirmed, cannot be cancelled or refunded.

If the product is damaged during transportation or there are obvious workmanship issues, we will either remake it or offer a full refund.

Before production, we will communicate fully with you to confirm the design details to ensure that the final product meets your expectations.

Vi. Special Note: The Uniqueness of Handmade Ceramics

Each piece of work by studiobrosia is hand-molded, glazed and fired.
This purely handcrafted process ensures that no two items are exactly the same - it is precisely this "uniqueness" that endows each piece with the vitality of life.

Therefore, we hope that customers can understand:

Every slight asymmetry on the rim of a cup, the wall of a bowl or the edge of a tray is a natural handcrafted mark.

Each time the firing temperature in the kiln varies, the color will present a unique change.

The flow of glaze color and natural cracks are the traces jointly created by temperature and time.

All of these are part of studiobrosia's aesthetic, not flaws.
We are grateful to every customer for accepting these natural beauties with an open and inclusive heart.

Vii. After-sales Support and Communication

Our team always believes that good communication is the beginning of solving all problems.
If you have any questions regarding your order, shipping, product quality or return process, please feel free to contact us via email at any time.
We promise to maintain patience, sincerity and warmth in every conversation.

Contact information
📧 email: fan@studiobrosia.com

🕒 Service hours: Monday to Friday 10:00 AM - 6:00 PM (eastern Time)
(Responses may be slightly delayed during holidays. We appreciate your understanding.)"

Viii. Our Commitment

The existence of studiobrosia is not merely for making pottery, but also for conveying a way of life
An attitude of respecting time, embracing imperfection and cherishing the daily.

Therefore, in every return or refund process, we treat every customer with a grateful heart
Thank you for trusting handicrafts and choosing a slow life.
Thank you for understanding the warmth of humanity behind each piece of work.

If there are any regrets, we will strive to fix them. If there is any misunderstanding, we will listen sincerely.
We hope that everyone who steps into studiobrosia will leave with a smile and tenderness.

studiobrosia
— Because every handmade piece deserves honesty, care, and understanding.
May every encounter, whether it begins or ends, be a warmth in life.