7-Day Window
Contact us within 7 days of confirmed delivery.
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Customer Care
Returns & Exchanges
For fragile ceramic pieces, returns are handled with care, inspection, and clear communication.
Keep Packaging
Original protective packaging helps the return travel safely.
Clear Review
Approved refunds return to the original payment method.
Eligibility
What Can Be Returned?
Eligible for Review
- Unused and undamaged items in their original condition.
- Items returned with original protective packaging whenever possible.
- Items reported within 7 days of confirmed delivery.
- Damaged, defective, or incorrect items reported with the requested photographs.
Not Eligible
- Requests made more than 7 days after delivery.
- Used, washed, or customer-damaged items.
- Custom, personalized, or final-sale items.
- Items sent back before contacting ORENSU and receiving confirmation.
Return Guide
How to Request a Return
Contact ORENSU
Email info@orensu.com within 7 days of delivery. Include the order number and reason for the request.
Document the Piece
For damage or defects, photograph the product, outer box, inner packaging, and shipping label.
Wait for Confirmation
Do not send a ceramic piece back until ORENSU confirms the return instructions.
Pack and Send
Use secure protective packaging and a trackable service. Keep the tracking information until the return is complete.
Damaged or Defective Items
Contact us within 48 hours
Include the order number and clear photographs of the product, outer box, inner protective packaging, and shipping label.
Refund Review
What Happens Next
Return received
The item and its condition are checked.
Status confirmed
ORENSU notifies you of the refund decision.
Original method
An approved refund is issued to the original payment method.
Common Questions
Return FAQ
Customers are responsible for return shipping unless an item arrives damaged, defective, or incorrect.
After the returned item is received and inspected, ORENSU will notify you of the decision. Approved refunds are issued to the original payment method.
Fine surface crackle can be an intentional feature of celadon. A structural crack through the ceramic body should be documented and reported.
Custom, personalized, final-sale, and customer-damaged items may not be eligible for return.