Refund policy

Each Kutani ware piece is a unique work of art, individually handcrafted with great care by dedicated artisans and artists. To ensure you can enjoy shopping with total peace of mind, we have established our Refund and Return Policy as outlined below.

If you have any questions, please feel free to contact us at  info@kutanipremium.jp.

Returns and Refunds for Damaged or Defective Items

In the unlikely event that your item arrives damaged during transit or exhibits an initial defect, please contact us by email within 7 days of receiving the product.

【Process】

1. Please contact info@kutanipremium.jp with your name, order number, and details regarding the issue.
2. Please attach clear photographs showing the condition of the damaged product (and any broken fragments) as well as the outer shipping box and packaging materials.
3. Once the issue is confirmed, we will cover the return shipping costs and issue a full refund.

【Important Notes】 Please note that we cannot accept returns or refunds under the following circumstances:

• If you contact us after 8 or more days have elapsed since delivery
• If the item has been used
• If you are unable to cooperate with status verification, including the provision of photographs
• If the main item (including all fragments), accessories, or complete packaging materials are missing
  ※In cases of damage during transit, all original packaging materials (box, bubble wrap, padding, etc.) are required for the shipping carrier's official inspection. Please preserve and do not discard them.

Product Characteristics & Disclaimers

The Kutani ceramics featured in our store are fine art crafts created by celebrated masters. The following characteristics are inherent features of traditional handcraftsmanship and do not constitute product defects. Please review and acknowledge these points prior to purchase.

• Individual Variations: Due to hand-painting, subtle variations in design placement, color intensity, brushwork texture, and delicate alignment may occur between individual pieces.
• Shape & Texture: Natural distortion in the clay body, minor unevenness on flat surfaces, minute surface air bubbles (pinholes), or small black iron spots may be present.
• Crazing (Kannyu): Fine, spiderweb-like crackle patterns formed on the glazed surface during the cooling process after firing. These are natural artistic features and not structural cracks or damage.
• Monitor Settings: Colors seen on screen may vary slightly from the physical item depending on your device's display settings (PC, smartphone, etc.).

Returns and Exchanges for Customer Convenience (Change of Mind)

Due to the delicate nature of fine ceramic art and for hygiene considerations, we generally do not accept returns or exchanges for customer convenience (such as "change of mind," "not as expected," "incorrect size," or accidental orders). While listed dimensions represent actual measurements and slight variations may occur, we kindly ask for your understanding.

Refund Process

Once we receive and verify the returned item, we will initiate the refund process within 3 business days.

• For Credit Card Payments, etc.: Refunds will be processed through your original payment method. Please contact your card provider regarding the exact reflection timeline on your statement.
• For Bank Wire / Direct Transfers: Refunds will be deposited directly into your designated bank account.
  ※Refunds via postal money order or registered mail cash envelopes are not supported.