Refund policy
Last updated: 27th July 2026
We want every Ceramoro order to arrive as expected and feel considered in your home. This policy explains return eligibility, shipping responsibilities, cancellations and how damaged or incorrect orders are resolved.
30-Day Return Policy
You may request a return within 30 days after receiving your order.
To qualify for a return, the product must be:
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Unused and uninstalled
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Unaltered and free from damage or wear
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Returned with all original components, hardware and accessories
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Securely packed in its original protective packaging
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Accompanied by the receipt or other proof of purchase
Products showing signs of installation, assembly, modification or use may not be eligible for return.
Starting a Return
Before returning any product, contact support@ceramoro.com and obtain return authorization.
Please provide:
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Your name and order number
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The product you wish to return
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The reason for the return
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Photographs of the product and packaging when requested
If your return is approved, we will provide return instructions and the correct return address. Eligible returns are generally sent to our return facility in China. The complete address will be provided only after the return has been authorized.
Do not return an order to the address printed on its original parcel or shipping label. That address may belong to a carrier or export facility and may not be able to accept returns.
Items sent without prior authorization, or sent to an address not provided by Ceramoro, may be refused, lost or significantly delayed and may not qualify for a refund.
Change-of-Mind Returns
For returns based on personal preference—including concerns about size, finish, color, compatibility or suitability for a room—the customer is responsible for arranging and paying for tracked and insured return shipping to the authorized return facility in China.
International return shipping may be expensive depending on the product’s dimensions, weight and return location. We encourage customers to review all dimensions, finishes, electrical specifications and installation requirements before ordering.
Please contact support@ceramoro.com if you need assistance confirming dimensions, finishes, installation options or compatibility before purchase.
Original expedited shipping charges, if any, are non-refundable for change-of-mind returns.
Responsibility for Return Transportation
Customers arranging a change-of-mind return are responsible for:
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Selecting a tracked and appropriately insured shipping service
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Paying the direct cost of return shipping
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Packaging the product securely
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Including all components, hardware and accessories
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Retaining the tracking number and shipping receipt
Ceramoro is not responsible for loss or damage occurring during return transportation arranged by the customer.
Refunds are issued only after the returned product has been received and inspected, except where applicable law requires otherwise.
Restocking Fees
Ceramoro does not charge a restocking fee for eligible returns.
If a returned product is incomplete, shows handling beyond what is reasonably necessary to inspect it or has been damaged after delivery, Ceramoro may decline the return or reduce the refund to reflect the loss in value, where permitted by applicable law.
No restocking fee or return shipping charge will apply when a product is confirmed as damaged, defective, incorrect or otherwise entitled to a remedy under applicable consumer law.
Damaged, Defective or Incorrect Orders
Please inspect your order immediately upon delivery.
Visible shipping damage—including a cracked or broken lampshade—should be reported to support@ceramoro.com within three business days after delivery and before the product is installed, modified or returned.
Please include:
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Your order number
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Clear photographs of the affected product
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Photographs showing the complete fixture and affected component
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Photographs of the interior protective packaging
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Photographs of the exterior shipping carton
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Photographs of any visible damage to the parcel
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A photograph of the shipping label
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Video or additional evidence if requested
Please retain the product and all original packaging until the claim has been resolved.
Once the issue is verified, Ceramoro will provide an appropriate resolution at no additional cost. Depending on the circumstances, this may include replacement of the affected component, replacement of the complete product or a refund.
When only a lampshade or another replaceable component is damaged, Ceramoro may replace that component rather than the complete fixture.
Reports made after three business days may be more difficult to verify with the carrier. However, this reporting request does not limit mandatory rights or remedies available under applicable consumer law, including rights relating to genuine defects that could not reasonably have been identified during the initial inspection period.
Verification of Damage
Damage reported after a change-of-mind return has been requested, after installation or use, or without supporting evidence will not automatically be treated as shipping damage.
Ceramoro may request additional photographs, video, packaging evidence, carrier documentation or an inspection before approving a replacement, refund or prepaid return.
If the evidence or inspection indicates that the damage occurred after delivery or during return transportation arranged by the customer, the customer remains responsible for the return shipping and any resulting loss in value, to the extent permitted by applicable law.
Optional Shipping Protection
Shipping protection may be purchased separately and applies only according to the separate Shipping Protection Policy.
Ceramoro’s shipping protection is intended for eligible packages confirmed by the carrier as lost while in transit.
Shipping protection does not cover:
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Packages confirmed as correctly delivered
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Theft or disappearance after confirmed delivery
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Incorrect or incomplete customer-provided addresses
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Refused or unclaimed deliveries
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Damage caused after receipt
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Delays that do not result in the carrier confirming the package as lost
Shipping protection is not required for remedies relating to products that arrive damaged, defective, incorrect or materially different from their description.
Order Cancellations
Cancellation requests must be submitted to support@ceramoro.com within 24 hours after the order is placed.
We will make every reasonable effort to accommodate a timely cancellation request. However, cancellation is not guaranteed if production, customization, packaging or shipment has already begun.
After the 24-hour cancellation period, an eligible standard product may be returned after delivery in accordance with this policy.
Custom-made or personalized products cannot be cancelled once production or customization has started.
Once an order has been transferred to the carrier, it cannot be cancelled through our ordinary cancellation process. The customer must receive the order and follow the authorized return process if the product remains eligible.
Nothing in this section limits cancellation or withdrawal rights that cannot legally be excluded.
Refused, Unclaimed and Undeliverable Orders
Please do not refuse a delivery without first contacting Ceramoro.
Orders refused at delivery, left unclaimed or returned because of an incorrect or incomplete customer-provided address are not treated as standard cancellations.
Where permitted by law, actual return transportation, redelivery, customs, storage and carrier charges may be deducted from the refund. Any remaining eligible refund will be issued after the product has been received and inspected.
If an address error is identified before shipment, contact support@ceramoro.com immediately. We cannot guarantee that an address can be changed after processing has begun.
Custom and Personalized Products
Products made or modified according to a customer’s instructions are not eligible for change-of-mind returns.
This includes products made with custom:
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Dimensions
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Cord lengths
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Finishes or colors
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Mounting plates
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Electrical configurations
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Plugs
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Shades
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Components outside the standard options displayed on the product page
Choosing a standard installation option displayed on the product page—such as Hardwired or Plug-In—does not by itself make the product custom unless additional modifications were requested.
Custom and personalized products remain eligible for applicable remedies if they arrive damaged, defective, incorrect or materially different from the agreed specifications.
Sale and Final Sale Items
Products purchased during a promotion or with a discount code remain eligible under this policy unless they were clearly marked Final Sale before purchase.
Products clearly marked Final Sale are not eligible for change-of-mind returns or exchanges.
Final Sale status does not limit applicable rights or remedies for products that arrive damaged, defective, incorrect or materially different from their description.
Other Non-Returnable Items
The following are not eligible for change-of-mind returns:
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Gift cards
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Products clearly marked Final Sale
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Installed, used or altered products
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Products damaged after delivery
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Products missing components, hardware or accessories
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Unauthorized returns
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Custom-made or personalized products
Please contact support@ceramoro.com before ordering if you are uncertain whether a product is eligible for return.
Product Variations
Subtle variations in glaze, texture, tone, surface markings and dimensions are natural characteristics of ceramic materials and handcrafted production. These variations give each piece its individual character and are not generally considered defects.
Natural brass and other metal finishes may also display subtle tonal differences or develop patina over time.
Product colors may appear slightly different because of lighting, photography and individual screen settings. Published dimensions are approximate and may vary slightly.
These provisions do not apply when a product is materially different from its description or has a genuine defect.
Bulk, Trade and Project Orders
Orders of three or more identical fixtures, trade purchases and project quantities may be subject to separate return conditions disclosed and agreed upon before purchase.
We recommend ordering one fixture or requesting material, finish and compatibility guidance before placing a larger order.
Any separately agreed return conditions do not limit applicable remedies for damaged, defective or incorrectly supplied products.
Exchanges
The fastest way to obtain another product or configuration is to request a return for the original eligible item and place a separate order after the return has been approved.
Replacement components supplied to resolve confirmed damage, defects or fulfillment errors are not treated as change-of-mind exchanges.
Optional Alternative Resolution
For certain eligible change-of-mind returns, Ceramoro may offer an optional partial refund if the customer prefers to retain the product rather than return it internationally.
Any such offer is voluntary, considered individually and confirmed in writing. Customers are not required to accept it, and it does not limit applicable consumer rights.
Return Inspection
Please allow up to five business days after the return is received for inspection.
We will verify the product’s condition, components, accessories and packaging before approving the refund.
If the return cannot be approved, we will contact you with the reason and any available options.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank, card issuer or payment provider may require additional time to post the funds to your account.
If more than 15 business days have passed since Ceramoro confirmed approval of your refund, contact support@ceramoro.com.
Different refund deadlines may apply when mandatory consumer law requires a faster refund.
United Kingdom and European Economic Area
Eligible customers in the United Kingdom and European Economic Area may have a statutory right to notify us that they are cancelling a qualifying distance purchase within 14 days after delivery, without providing a reason.
After notifying Ceramoro, the customer must return the product within the period required by applicable law, which is generally within 14 days after providing notice of cancellation.
Ceramoro’s voluntary 30-day return policy provides additional time to request a return for eligible standard products. The statutory and voluntary return periods run concurrently and are not added together.
For a statutory change-of-mind return:
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The customer is responsible for the direct cost of returning the product to the authorized return facility in China, provided this responsibility was disclosed before purchase.
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The product must be handled only as much as reasonably necessary to inspect its nature, characteristics and function.
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Ceramoro may reduce the refund to reflect loss in value caused by unnecessary handling, installation, use or damage, where permitted by law.
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Ceramoro will refund the eligible product price and any qualifying standard outbound delivery charge required by law.
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Additional amounts paid for expedited or upgraded delivery are not refundable beyond the cost of the least expensive standard delivery option offered.
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Ceramoro may withhold the refund until the product has been received or the customer provides satisfactory evidence that it has been returned, where permitted by law.
If a product cannot normally be returned by standard post, Ceramoro will provide information about the expected return cost before purchase where required by applicable law.
The statutory cooling-off right may not apply to products made to the customer’s specifications or clearly personalized.
Nothing in this section limits statutory rights relating to faulty, damaged, incorrect or misdescribed products.
Regional Consumer Rights
Consumer rights vary by country, state, province and territory.
Where applicable law provides rights or remedies greater than those described in this policy, those rights and remedies will apply.
Nothing in this policy excludes, restricts or modifies any consumer right that cannot legally be excluded, restricted or modified.
Contact Us
For return, cancellation, damage or refund questions, contact: