Refund & Defective Item Policy

I. General Policy (No Returns or Refunds)

All sales are final. Due to the nature of our tableware and ceramic products, we do not accept returns or exchanges for change of mind, sizing issues, or unwanted items. Our policy only covers compensation (full refund or replacement) for items that are defective or damaged upon arrival.

II. Damages and Defective Items (The ONLY Exception)

This is the only condition under which a refund or replacement is processed:

• Inspection: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item.

• Processing: We will evaluate the issue, and upon approval, we will process a full refund or send a replacement (reissue) at no cost to you.

• Timeframe: You must notify us of the damage within 3 days of receiving your order.

Eligibility for Defect Claim

To be eligible for compensation due to a defect, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase and photographic evidence of the damage.

III. Refunds (Upon Defect Claim Approval)

We will notify you once we’ve received and inspected your claim, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed, please contact us at support@durrah.com.co.