Effective date: July 27, 2026
1. Purpose
This policy explains how Ceramoro handles payment disputes, billing inquiries, and chargebacks relating to purchases made through ceramoro.com.
A chargeback is a reversal or disputed payment initiated through a bank, card issuer, PayPal, or another payment provider.
Nothing in this policy limits a customer’s legal right to dispute an unauthorized, incorrect, undelivered, defective, or otherwise eligible transaction with their payment provider.
2. Contact Ceramoro
If you experience a problem with an order, we encourage you to contact us at support@ceramoro.com.
Many concerns can be resolved directly through:
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Order clarification
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Delivery investigation
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Replacement components
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Replacement lampshades
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Returns
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Refunds
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Warranty support
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Customization corrections
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Other appropriate remedies
When contacting us, please include:
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Your full name
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Order number
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Email address used for the purchase
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A description of the issue
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Relevant photographs, tracking information, or supporting documents
We generally respond within 1–2 business days, Monday through Friday.
Contacting Ceramoro does not prevent you from exercising any payment-dispute right within the timeframe required by your card issuer or applicable law.
3. Unauthorized Transactions
If you do not recognize a Ceramoro transaction or believe your payment method was used without authorization, contact your bank or payment provider immediately.
You may also contact us at support@ceramoro.com so we can review the order and, where possible:
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Stop an order that has not yet entered fulfillment
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Review the payment and order information
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Preserve relevant transaction records
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Assist the payment provider’s investigation
For security reasons, we may request information reasonably necessary to identify the transaction, but we will never ask you to provide your full card number by email.
4. Active Payment Disputes
When a payment dispute or chargeback is opened, the payment provider generally takes control of the disputed funds and determines the applicable resolution procedure.
While the dispute is active:
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Ceramoro will continue to answer reasonable questions about the order.
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We may provide information or evidence to the payment provider.
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A separate refund for the same disputed amount may be temporarily unavailable because it could create a duplicate reimbursement.
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Replacement, reshipment, return, or warranty arrangements involving the disputed amount may be paused until the payment provider clarifies or resolves the dispute.
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The customer may be asked to work through the payment provider’s dispute process.
This administrative pause does not permanently cancel valid return, warranty, or consumer rights. We will review any unresolved product issue after the payment dispute has concluded.
5. Evidence Provided in Response to a Dispute
When responding to a payment dispute, Ceramoro may provide the payment processor, acquiring bank, card network, issuing bank, or other authorized provider with relevant evidence, including:
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Order confirmation
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Transaction date and amount
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Billing and shipping information
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Payment verification results
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Fraud-screening results
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Device, browser, or IP-related transaction information where lawfully available
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Customer account activity
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Product and variant selected
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Customization requests and approvals
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Shipping and tracking records
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Delivery confirmation
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Carrier documentation
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Customer-service correspondence
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Return or refund records
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Applicable store policies
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Evidence that the customer accessed or used the Services
Information is shared only as reasonably necessary to investigate or respond to the dispute and in accordance with our Privacy Policy.
6. Orders in Transit
A shipment that remains within its disclosed delivery estimate is not necessarily lost or undelivered.
If a dispute is opened while an order is in transit, Ceramoro may submit the following information to the payment provider:
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The processing and delivery estimates shown at the time of purchase
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Carrier tracking
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Customs or delivery updates
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Evidence that the order was dispatched
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Relevant communication with the customer
Where possible, customers should contact us if tracking has stopped updating or the estimated delivery period has passed so that we can begin a carrier investigation.
Nothing in this section prevents a customer from exercising lawful rights concerning delayed or undelivered goods.
7. Delivered Orders
If tracking indicates that an order was delivered, Ceramoro may provide the delivery confirmation and related carrier evidence in response to a claim that the order was not received.
If you cannot locate a package marked as delivered:
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Check around the delivery location.
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Ask household members, neighbors, reception staff, building management, or the mailroom.
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Contact the carrier for delivery details.
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Contact Ceramoro at support@ceramoro.com.
We will provide reasonable assistance in reviewing the available tracking information.
A delivered item that is damaged, defective, incomplete, or incorrect should be reported under our Return and Refund Policy. Delivery confirmation does not eliminate remedies for a genuine product problem.
8. Delivered Merchandise After a Final Payment Reversal
If a payment provider finally reverses the payment in the customer’s favor while the customer retains merchandise that was correctly delivered and is not entitled to keep it without payment, Ceramoro may request that the customer:
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Return the merchandise using authorized return instructions; or
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Arrange repayment where appropriate.
This applies only after the payment provider’s decision and subject to applicable law, the reason for the dispute, and any valid return, refund, warranty, or consumer claim.
Ceramoro will not treat a good-faith exercise of payment-dispute rights as fraud merely because a dispute was submitted.
9. Returns During a Payment Dispute
Do not return a product without authorization, even if a payment dispute has been opened.
Contact support@ceramoro.com before returning anything. Products must not be sent to the address printed on the original shipping label.
If a return has already been authorized, notify us that a payment dispute has been opened. We may provide revised instructions to prevent duplicate refunds or conflicting resolutions.
Return eligibility remains governed by our Return and Refund Policy and applicable law.
10. Refunds and Duplicate Reimbursements
If Ceramoro has already issued a full refund, the customer should notify their payment provider so that a duplicate credit is not issued for the same transaction.
If a payment provider has already issued a provisional or final credit, Ceramoro may be unable to issue a separate refund for the same amount.
If duplicate reimbursement occurs, Ceramoro may contact the customer and payment provider to correct the duplicate payment in accordance with applicable law.
A bank’s temporary credit during an investigation is not always a final decision.
11. Cancellation and Customization Disputes
Cancellation requests should be submitted within 24 hours of placing an order. Cancellation is not guaranteed once production, customization, preparation, packaging, or shipment has begun.
Customized, personalized, specially sourced, or made-to-order products may not be eligible for change-of-mind cancellation or return after production has begun.
However, customization restrictions do not remove remedies where a product arrives damaged, defective, incorrect, or materially inconsistent with the customization approved by the customer.
12. Dispute Misuse
Ceramoro recognizes the right to submit legitimate payment disputes.
However, customers must not knowingly:
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Claim that an authorized purchase was unauthorized
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Claim non-delivery when they know the order was received
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Conceal receipt of a refund or replacement
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Submit materially false evidence
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Seek duplicate reimbursement
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Keep merchandise when repayment or an authorized return is legally required
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Use a chargeback solely to avoid an applicable return procedure
Where there is credible evidence of intentional fraud or material misrepresentation, Ceramoro may preserve relevant records, challenge the dispute, restrict future orders, and take proportionate action permitted by law.
We do not report customers merely because they submit a good-faith dispute.
13. Fraud Prevention
To protect customers and Ceramoro, orders may be reviewed using fraud-prevention measures supplied by Shopify, payment processors, card networks, banks, and authorized service providers.
We may hold, verify, decline, or cancel an order if the transaction presents a significant fraud or security risk.
We may request reasonable verification before fulfillment. Never send a complete card number, password, or banking login credentials to Ceramoro.
14. Outcome of a Payment Dispute
The card issuer, bank, payment provider, or relevant network—not Ceramoro—makes the final decision in a payment dispute.
Ceramoro cannot guarantee:
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That a chargeback will be accepted or rejected
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How long an investigation will take
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Whether a provisional credit will become permanent
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What evidence a payment provider will require
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Whether an issuer will allow a dispute to be withdrawn
Customers should contact their payment provider for information about the provider’s process and deadlines.
15. Related Policies
This policy should be read together with our:
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Terms of Service
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Shipping Policy
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Shipping Protection Policy
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Return and Refund Policy
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Privacy Policy
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Three-Year Limited Warranty
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Customization Policy
If another policy provides more specific terms for a particular issue, the more specific policy applies, subject to mandatory law.
16. Changes to This Policy
Ceramoro may update this policy to reflect changes in our procedures, payment-provider requirements, or applicable law.
The most current version will be published on this page with its effective date.
17. Contact
For payment questions or order concerns, contact:
Ceramoro
Email: support@ceramoro.com
Website: https://ceramoro.com
Include your order number when contacting us about an existing purchase.