1. 30-Day Return Window

We offer a 30-day return window beginning on the day your order is marked as delivered by the courier.

If you wish to return an eligible, unused tableware piece for any reason, please initiate your request with our customer care team before returning any package:

Our team will provide you with the correct return shipping instructions and destination address. Please do not dispatch items without prior written authorization, as unscheduled returns cannot be tracked or accepted at our logistics depot.

2. Ceramic Return Eligibility Standards

Unless an item arrived damaged or defective, returned tableware must fulfill the following quality conditions to qualify for an approved return:

• Completely brand new, unused, and unwashed
• Free of food stains, cooking oils, detergent odors, or cutlery scuff marks
• Intact with all original protective packaging, inner cell dividers, and bubble cushioning
• Free from rim chips, hairline fractures, or customer-induced scratches
• Packed securely in the original sturdy outer shipping carton to avoid breakage on its return journey
• Accompanied by the original order confirmation or packing receipt

Because stoneware and kiln-glazed tableware are delicate, items returned without adequate protective cushioning that arrive shattered cannot be refunded.

3. Special Transit Breakage Protocol (Safety Advisory)

If your ceramics arrive chipped, cracked, shattered, or fractured during transit, please do not ship loose, sharp ceramic shards back to us. Handling broken porcelain or stoneware during mail transit presents severe injury risks to postal workers and warehouse staff.

Once verified by our care team, we will immediately organize a complimentary replacement or issue a full refund without requiring you to return the broken shards.

4. Non-Returnable & Excluded Items

To ensure culinary hygiene and safety standards, the following items are exempt from preference-based returns:

• Tableware that has been washed, used for food service, or placed in culinary appliances
• Ceramics displaying thermal shock cracks caused by rapid temperature shifts (e.g., pouring boiling water into chilled bowls)
• Pieces damaged through accidental drops, surface knocks, or improper abrasive cleaning
• Tableware customized or personalized upon request
• Clearance, archive sale, or final-sale tableware collections
• Digital gift cards or promotional vouchers

Natural Handcrafted Variations: Subtle variations in reactive glazes, gentle tone gradations, and flowing mineral spots are intentional artistic traits of kiln-fired pottery and are not considered defects.

5. How to Initiate a Return

To start an authorized return, please follow these four steps:

6. Tableware Exchanges

Because our ceramics are produced in curated, small-batch kiln firings, exchange availability depends on real-time inventory.

If you wish to exchange a bowl, plate, or spoon for an alternative glaze or size[cite: 1, 2], the fastest method is to complete an authorized return for the original item and place a separate order for your newly preferred piece on zeniovan.com.

7. Return Shipping Costs

Change of Mind / Preference Returns: Customers are responsible for return postal expenses and any associated border duties for returns based on personal aesthetic preference or change of mind.

Defective, Broken, or Incorrect Dispatches: If an order arrives damaged, defective, or incorrect due to a fulfillment error, ZENIOVAN will cover all return shipping expenses or dispatch a replacement free of charge.

8. Inspection & Refund Issuance

Upon receipt at our inspection warehouse, our quality team will examine the condition of the returned tableware within 3 business days.

Once approved, your refund will be issued automatically to your original payment method.

Financial Posting Times: While our team initiates refunds promptly, please allow an additional 3–7 business days for your card issuer or banking provider to reflect the credited balance.

Original shipping charges paid during checkout are non-refundable for preference-based returns.

9. Order Cancellations Prior to Shipment

If you need to cancel an order, please email service@zeniovan.com as quickly as possible with your order reference number.

We will gladly process a full cancellation and refund provided your package has not entered our automated warehouse packaging and fulfillment system. Once an order is sealed and labeled for pickup, the standard return process applies.

10. Support Contact

If you have questions regarding return eligibility, refund tracking, or transit breakages, our customer team is ready to assist: