1. Quality Support Overview

ZENIOVAN provides quality support for verified craftsmanship flaws, packaging failures, and transit-related damages identified upon delivery or under normal, intended dining use.

Depending on the case review, ZENIOVAN may offer:

• A direct replacement piece or matching substitute where available
• A replacement component for applicable multi-piece tableware sets
• Store credit toward a future selection from our collections
• A partial or full refund where a replacement cannot be provided

Every claim is reviewed individually based on documentation, stock availability, and reasonable store policy considerations.

2. Issues Eligible for Quality Care

Our support team offers solutions for verified issues, including:

3. Handcrafted Variations & Exclusions

Handcrafted and kiln-glazed ceramics possess distinct artistic characteristics. Quality support does not extend to normal artisanal traits, misuse, or accidental damage, including:

• Natural organic variations in reactive glazes, gentle tone gradations, fluid flow patterns, or minor surface pinholes typical of kiln firing
• Chipping, cracking, or breakage caused by drops, impacts, or harsh contact with hard surfaces
• Thermal shock damage resulting from sudden, extreme temperature shifts (e.g., placing cold ceramics directly into hot ovens or pouring boiling water into chilled bowls)
• Damage caused by using abrasive scouring sponges, harsh wire pads, or non-recommended detergents
• Dishwasher or microwave damage on pieces specifically marked as hand-wash only or containing metallic gold accents
• Ordinary aesthetic wear, light utensil cut marks, or matte finish smoothing from continuous use
• Perceived color discrepancies due to studio lighting, screen calibration, or photographic angles
• Items obtained through unauthorized third-party resellers or second-hand platforms

Please note: Product quality support addresses genuine physical defects and transit damage; it does not cover changes of mind or personal aesthetic preference changes after delivery.

4. Tableware Care & Safe Handling Guidelines

To preserve the finish, vibrancy, and longevity of your ZENIOVAN ceramics, please observe the following care recommendations:

• Appliance Verification: Always review individual product guidelines before placing items into dishwashers, microwaves, or ovens. Tableware with gold trims or terracotta bases requires special attention.
• Gentle Washing: Clean with soft sponges and mild, non-citrus dishwashing liquids. Avoid abrasive metal scrubbers that can scratch glaze surfaces.
• Thermal Safety: Allow hot tableware to cool naturally to room temperature before washing or refrigeration to prevent thermal shock fractures.
• Safe Stacking & Storage: Place felt protectors, cloth napkins, or paper liners between stacked dinner plates and bowls to safeguard rims and glazed surfaces against rubbing.
• Hand-Blown Glass Accents: Spoons featuring specialty glass handles should be washed gently by hand and handled with extra care.

Failures arising from neglect, severe thermal shock, or non-compliance with product care guidelines may void support eligibility.

5. How to File a Product Support Claim

If your order arrives damaged or displays a genuine quality concern, please notify our team within 7 business days of delivery.

To expedite your review, please email us with the following details:

• Your original order number (e.g., #ZEN-XXXX)
• The specific product title or product URL link
• A concise description of the crack, flaw, or issue observed
• Clear, well-lit photographs displaying the damaged item and the original shipping box/cushioning
• A short video demonstration if you are documenting instability or a liquid leakage issue
• Details on whether the damage was visible immediately upon opening the carton

Comprehensive photographic proof allows us to promptly verify courier claims and arrange a speedy resolution without unnecessary delays.

6. Our Four-Step Resolution Process

7. Replacement Conditions

When a replacement item is authorized, fulfillment is subject to available artisan stock.

Due to the limited-batch nature of our kiln-fired collections, an identical piece may occasionally be out of stock. In such instances, ZENIOVAN will offer an alternative piece of equivalent value or issue an immediate refund.

Because reactive glazes produce one-of-a-kind patterns, your replacement piece will carry its own unique surface variations while matching the design family and color scheme of the original.

8. Safe Return Instructions for Ceramics

For broken or shattered ceramic pieces, please do not return broken shards by mail unless specifically instructed by our team, as loose shards present safety hazards for logistics handlers. Clear photographs and packaging proof are typically sufficient for resolution.

In situations where an intact item must be returned for exchange or quality inspection, our customer service team will issue a return authorization and packing instructions. Items returned without prior confirmation cannot be processed.

9. Consumer Legal Protections

This Product Quality & Support Policy is designed to provide clear, practical care for our customers and operates alongside your statutory consumer rights. Nothing in this policy limits, restricts, or alters mandatory warranty rights available under local consumer protection laws.

10. Customer Support Contact

For inquiries regarding product quality, transit issues, ceramic care, or after-sales support, please reach out to our team:

Please mention your order number in your initial message so our team can access your shipment history immediately.