Refund policy

Effective Date: September 01, 2026

At Mon Valley Ceramic Supply, we want customers to have clear information about returns, refunds, exchanges, and order-related issues. This policy explains when a return, refund, or exchange may be available and how to request assistance.

By placing an order through our website, you acknowledge and agree to the terms described below.

1. Return Eligibility

Most eligible products may be returned within 30 calendar days of delivery if they meet the following conditions:

  • The product has not been used.
  • The product remains in its original condition.
  • Original packaging is included where reasonably possible.
  • All included parts or accessories are returned with the product, where applicable.
  • The product has not been damaged after delivery through misuse, accidents, improper handling, or improper care.

Products that do not meet these conditions may not qualify for a full refund or exchange.

2. Return Period

A return request must be submitted within 30 calendar days from the date your order is delivered.

Return requests received after the 30-day period may be declined unless otherwise required by applicable consumer protection laws.

3. Return Shipping

Damaged, Faulty, or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us promptly.

Where the issue is confirmed, Mon Valley Ceramic Supply will cover reasonable return shipping costs by providing a prepaid return label or another approved return method.

Change-of-Mind Returns

If you decide to return an eligible product because you changed your mind, ordered the wrong item, or no longer want the product, you will generally be responsible for the return shipping costs unless otherwise required by applicable law.

Original shipping charges may not be refundable for change-of-mind returns.

4. Restocking Fees

We do not charge restocking fees for eligible returns.

Where the customer is responsible for return shipping, those shipping costs remain the customer's responsibility and are not considered a restocking fee.

5. How to Request a Return

To begin a return request, please contact us at:

Email: support@monvalleyceramicsupply.com

Please include:

  • Your order number
  • The product you wish to return
  • The reason for the return
  • Photographs if the product arrived damaged, broken, defective, or incorrect

For ceramic products that arrive cracked, chipped, broken, or otherwise damaged, clear photographs of the product and packaging may help us review the issue more quickly.

Please wait for return authorization and return instructions before sending any product back.

Returns sent without prior authorization may not be accepted.

6. Refund Processing

Once your returned product is received, it will be inspected to confirm that it meets the applicable return requirements.

If the return is approved:

  • The refund will be issued to the original payment method.
  • Refund processing may take up to 14 business days after inspection and approval.
  • Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

The time required for funds to appear after we issue the refund is controlled by your financial institution or payment provider.

7. When a Refund May Be Reduced or Declined

A full refund may be reduced or declined if:

  • The product has been used.
  • The product is returned damaged after delivery.
  • Parts or accessories are missing.
  • The product is not returned in its original condition.
  • The return does not comply with this policy.
  • The return request was submitted after the applicable return period.

Where appropriate, a partial refund may be offered based on the condition of the returned product.

8. Products Not Eligible for Change-of-Mind Returns

A change-of-mind return may be declined or a refund may be reduced if:

  • A ceramic incense burner shows signs of use, soot, ash, staining, or residue.
  • A candle holder contains wax residue, burn marks, staining, or other signs of use.
  • A decorative ceramic bowl shows signs of use, staining, damage, or improper care.
  • A ceramic planter contains soil, water marks, staining, plant residue, or other signs of use.
  • The product has been damaged through misuse, neglect, improper handling, or improper storage.
  • The product is returned incomplete.
  • The return is requested outside the 30-day return period.

These conditions do not limit any rights you may have for products that are faulty, damaged on arrival, or incorrectly supplied.

9. Damaged, Faulty, or Incorrect Deliveries

Please inspect your order after delivery.

Because ceramic products can be fragile during transportation, please contact us promptly if your order arrives:

  • Broken
  • Cracked
  • Chipped
  • Defective
  • Incorrect
  • Missing an expected item

Contact:

Email: support@monvalleyceramicsupply.com

Please provide your order number and photographs showing the issue where applicable.

After reviewing the request, we may arrange an appropriate replacement, exchange, or refund, depending on the circumstances and product availability.

10. Order Cancellations

You may request an order cancellation before the order enters processing or is dispatched.

Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If the order has already shipped, you may need to wait until delivery and then follow the standard return procedure described in this policy.

Submitting a cancellation request does not guarantee that an order can be cancelled before processing or dispatch.

11. Exchanges

Where appropriate and where stock is available, an exchange may be offered for products that:

  • Arrived damaged
  • Are defective
  • Were supplied incorrectly

Please contact our customer support team before returning any product for an exchange.

Availability of a replacement product cannot be guaranteed until the request is reviewed.

12. Missing Refunds

If an approved refund has not yet appeared in your account:

  • Check your bank or card account again.
  • Contact your card issuer, bank, or payment provider.
  • Allow sufficient processing time for the transaction to appear.

If the expected processing period has passed and you still have not received the refund, please contact us at:

support@monvalleyceramicsupply.com

13. Return Packaging

Returned products should be packaged carefully to help prevent damage during transit.

For ceramic products, we recommend:

  • Using the original packaging where reasonably possible
  • Using sufficient protective packaging
  • Securing the product so it cannot move freely inside the parcel
  • Using a suitable shipping box
  • Keeping proof of postage
  • Using a tracked return service where available

Damage caused during return shipping because of insufficient packaging may affect eligibility for a full refund.

14. Contact Us

If you have any questions about a return, refund, exchange, or damaged order, please contact:

Business Name: Mon Valley Ceramic Supply
Email: support@monvalleyceramicsupply.com
Telephone: +1 724-825-0970
Business Address: 439 McKean Ave, Donora, PA 15033, United States

Important Information

  • Return requests must normally be submitted within 30 calendar days of delivery.
  • All returns require prior authorization from our customer support team.
  • Change-of-mind return shipping costs are generally the customer's responsibility.
  • Mon Valley Ceramic Supply will cover reasonable return shipping costs for confirmed damaged, defective, or incorrect products.
  • We do not charge restocking fees.
  • Approved refunds are issued to the original payment method.
  • Refund processing may take up to 14 business days after inspection and approval.
  • Customers should package ceramic products securely when returning them.
  • This policy does not limit rights available under applicable consumer protection laws.