Refund policy

Effective Date: August 11, 2026

At Mon Valley Ceramic Supply, we want every customer to shop with confidence. If a purchase does not meet your expectations, this policy explains when a return, refund, or exchange may be available. By placing an order with us, you acknowledge and agree to the terms outlined below.

1. Return Eligibility

Most products may be returned within 30 days of delivery, provided they satisfy all of the following requirements:

  • The product has not been used.
  • It remains in its original condition.
  • Original packaging is included where possible.
  • The item has not been damaged after delivery through misuse, accidents, or improper care.

Items that fail to meet these conditions may not qualify for a refund or exchange.

2. Return Period

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

Requests received after this period may be declined unless otherwise required by applicable consumer protection laws.

3. Return Shipping

Incorrect, Damaged, or Faulty Products

If your order arrives damaged, defective, or you receive the wrong item, we will cover the reasonable return shipping costs by providing a prepaid return label or another approved return method.

Customer Preference Returns

If you decide you no longer want an item for personal reasons, you will normally be responsible for the return postage costs unless local consumer regulations state otherwise.

4. Restocking Charges

We do not apply any restocking fees. Eligible refunds are processed without additional deductions, except where return shipping costs are the customer's responsibility.

5. Requesting a Return

To begin the return process:

  • Email us at support@monvalleyceramicsupply.com
  • Include your order number.
  • Explain why you would like to return the item.
  • Attach photographs if the item is damaged, incorrect, or arrived broken (e.g. cracked or chipped ceramic).

Please wait for return authorization before sending anything back. Unapproved returns may not be accepted.

6. Refund Processing

After your returned package arrives, our team will inspect the item.

If the return is approved:

  • Your refund will be issued to the original payment method.
  • Processing normally takes up to 14 business days after inspection.
  • Your bank or payment provider may require additional time before the funds appear in your account.

7. When Refunds May Be Reduced or Declined

A full refund may not be available if:

  • The product has been used.
  • The item is returned incomplete or without original packaging.
  • Damage occurred after delivery due to improper use or handling.
  • The return does not comply with this policy.

Where appropriate, a partial refund may be issued instead of a full refund.

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

We may refuse or reduce a refund if:

  • A ceramic item (incense burner, candle holder, decorative bowl, or planter) shows signs of use, staining, wax residue, soot, soil, or water damage.
  • Original packaging is missing, increasing the risk of damage during return shipping.
  • The item was damaged through misuse, neglect, or improper storage.
  • The return is requested outside our 30-day return period.

This does not affect your statutory rights for faulty, damaged, or incorrectly described products.

9. Damaged, Faulty, or Incorrect Deliveries

Please inspect your order as soon as it arrives, as ceramic items can be fragile during transit.

If you discover a damaged, faulty, or incorrect product, contact us promptly at:

Email: support@monvalleyceramicsupply.com

We will investigate the issue and, where appropriate, arrange a replacement, exchange, repair, or refund.

10. Order Cancellations

Orders may only be cancelled before they enter the processing or dispatch stage.

Once an order has been shipped, cancellation may no longer be possible. In such cases, you may need to follow our standard return procedure after delivery.

11. Exchanges

Where stock is available, we are happy to exchange products that:

  • Arrived damaged.
  • Contain manufacturing defects.
  • Were supplied incorrectly.

Please contact our customer support team before returning an item.

12. Missing Refunds

If you believe your refund has not been received:

  • Review your bank or card account.
  • Contact your payment provider.
  • Allow sufficient processing time.

If you still require assistance, please contact our support team.

13. Contact Us

If you have any questions regarding returns or refunds, 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

  • All returns require prior approval from our customer support team.
  • Customers returning items due to a change of mind are generally responsible for return shipping costs.
  • We recommend using a tracked postal service and keeping proof of postage until your return has been completed, especially for fragile ceramic items.
  • Please package returned items carefully (original packaging recommended) to help prevent damage during transit.
  • This policy does not affect any statutory rights available under applicable consumer protection laws.