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REFUND POLICY

Last Updated: October 5, 2026

At Umi Goods, each of our pieces is individually handcrafted, wheel-thrown, hand-sculpted, or hand-carved with meticulous care. Because our products are small-batch, handmade artisan ceramics, minor surface variations, subtle color shifts, and natural glaze characteristics are inherent to the process and celebrated as part of each piece's unique story.

Please review our policy regarding returns, exchanges, damaged items, and order cancellations below.

1. All Sales Final
Due to the custom and handcrafted nature of our work:

  • Final Sale: All purchases made through our website, online shop, and seconds sales are final.

  • We do not accept returns or offer refunds for changes of mind, buyer’s remorse, or subtle natural variations in size, weight, texture, or glaze appearance.


2. Items Damaged in Transit
We take extreme care in packaging your orders to ensure safe delivery. However, in the rare event that an item arrives broken or damaged during shipping, we will gladly issue a replacement or refund under the following conditions:

  1. Reporting Period: You must notify us within 5 days of delivery as indicated by the carrier’s tracking information.

  2. Proof of Damage: Email us at heythere@umigoods.com with:

    • Your order number.

    • Clear photographs of the damaged ceramic item.

    • Clear photographs of the outer shipping box and inner packaging materials.

  3. Resolution: Upon reviewing and approving your claim, we will either:

    • Send a replacement item (subject to piece availability, as handmade items may take several weeks to re-create).

    • Issue a full refund to your original payment method for the damaged item.
       

3. Incorrect or Missing Items
If you received an incorrect item or an item was missing from your order:

  • Please contact us within 5 days of delivery at heythere@umigoods.com with your order number and photo verification.

  • We will send the correct item or issue a store credit/refund at no additional shipping cost to you.
     

4. Seconds Sales & Custom Commissions

  • Seconds Sales: All items sold during promotional "Seconds Sales" or offered at a discount due to known surface quirks, glaze variations, or minor structural variations are strictly sold AS-IS and are non-refundable and non-returnable.

  • Custom / Made-to-Order Pieces: Deposits and final payments for custom ceramic commissions or made-to-order requests are non-refundable once production or clay preparation has commenced.


5. Refund Processing Time

  • Once a refund is approved, it will be processed through your original payment method.

  • Please allow 5 to 10 business days for the refund credit to post to your bank or credit card statement, depending on your financial institution.

  • Original shipping fees are non-refundable unless the return is due to an error on our part or shipping damage.


6. Order Cancellations

  • Orders may only be canceled within 24 hours of purchase, provided the order has not yet been packaged or shipped.

  • To request a cancellation, please email heythere@umigoods.com immediately with the subject line "Order Cancellation - [Order Number]".


7. Contact Us
If you have any questions regarding your order or this policy, please reach out to us:

Disclaimer: This template is provided for informational and draft purposes for your website. Tax and consumer protection laws can vary by jurisdiction. We recommend consulting a qualified legal professional to ensure your policy meets all local, state, and national legal standards.

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