Refund and Return Policy

Our Commitment to Your Satisfaction

At Lyora LLC, we want you to love every product you purchase from us. We understand that buying ceramic tableware online means you cannot hold the product, examine its finish, or test its weight before buying. To give you complete confidence in your purchase, we offer a comprehensive refund and return policy that prioritizes your satisfaction while protecting us against abuse. Please read this policy carefully before making a purchase. By completing a transaction with Lyora LLC, you acknowledge that you have read, understood, and agreed to the terms below.

30-Day Satisfaction Guarantee

You have 30 calendar days from the date you receive your product to initiate a return for any reason. If you are unsatisfied with your purchase for any reason—the color looks different in person than on your screen, the size does not work for your cabinet, you found a similar product elsewhere for a lower price, you simply changed your mind—you may return the product for a full refund of the purchase price (excluding original shipping charges unless the return is due to our error).

To be eligible for a return under our satisfaction guarantee:

  • The product must be unused, unwashed, and in the same condition you received it

  • The product must not show any signs of wear, scratches, chips, cracks, or other damage caused by you

  • The product must be returned in its original packaging (or equivalent protective packaging if the original is damaged or discarded)

  • You must provide proof of purchase (order number, email address used for the order, or name matching the order shipping address)

  • You must initiate the return within 30 days of delivery

Damaged, Defective, or Incorrect Products

If your product arrives damaged (broken, chipped, cracked), defective (uneven glaze, warped shape, discoloration, manufacturing flaw), or incorrect (wrong item, wrong color, wrong quantity), we take full responsibility. In these cases, our standard policy offers you three options:

Option 1: Replacement – We will ship a replacement product to you at no additional cost, including expedited shipping if available. You may keep or discard the original damaged/defective/incorrect product unless we specifically request its return (which we rarely do for ceramic items due to shipping costs and safety concerns).

Option 2: Full Refund – We will refund the full purchase price including original shipping charges. Depending on the circumstances, we may or may not require return of the damaged/defective/incorrect product before issuing the refund.

Option 3: Partial Refund/Store Credit – If the damage or defect is minor and you would still like to keep the product at a reduced price, we may offer a partial refund (typically 20-50% of the purchase price) or store credit equal to the full purchase price plus an additional discount on your next order.

To qualify for return due to damage, defect, or incorrect product, you must:

  • Notify us within 7 days of delivery (damage may worsen over time, and we need to investigate promptly)

  • Provide clear photographs showing the damage, defect, or incorrect item from multiple angles

  • Include a description of the issue and your order number in your communication

We understand that accidents happen during shipping despite our best efforts, and manufacturing defects occasionally slip through quality control. We do not require you to prove that you did not cause the damage. If you report an issue in good faith, we will resolve it in good faith.

How to Initiate a Return

To begin the return process, follow these steps:

  1. Contact us at ttnham.llc@gmail.com with the subject line “RETURN REQUEST – [YOUR ORDER NUMBER]”

  2. Include required information in your email:

    • Your full name

    • Order number (found in your confirmation email)

    • Product name(s) you wish to return

    • Reason for return (satisfaction return, damage, defect, or incorrect item)

    • For damage/defect/incorrect item claims: attached photographs showing the issue

  3. Wait for return authorization – We will respond within 2 business days with specific instructions, including whether we require you to return the product and, if so, the return shipping address and any required return authorization number

  4. Prepare the product for return – If return is required, carefully repackage the product in its original box or equivalent protective packaging. Include any original paperwork, certificates, or accessories that came with the product

  5. Ship the product – Unless we provide a prepaid shipping label, you are responsible for shipping costs to return the product to us. We recommend using a trackable shipping method with insurance because we cannot process refunds for products lost or damaged during return shipping

  6. Confirmation and refund – After we receive and inspect the returned product (if return is required), we will process your refund within 3 business days. You will receive email confirmation when the refund is initiated

Products Excluded from Return Policy

For hygiene, safety, and practical reasons, certain products cannot be returned under our standard satisfaction guarantee:

Final Sale Items – Products purchased during clearance events, flash sales, or marked “final sale” on the product page are not eligible for return or refund unless they arrive damaged, defective, or incorrect. Final sale status is clearly indicated at the time of purchase, and by completing the transaction you acknowledge that no refunds or exchanges will be offered for non-defective final sale items.

Discontinued or Closeout Products – Similar to final sale items, products that have been permanently discontinued and are being sold until inventory runs out are typically non-returnable except for damage, defect, or incorrect shipment.

Custom or Personalized Products – If we offer customization (engraving, monogramming, custom glaze colors) in the future, those custom products will be non-returnable because they cannot be resold to another customer.

Gift Cards – Gift cards are non-refundable and non-returnable, whether purchased by you or received as a gift.

Return Shipping Costs

Who pays for return shipping depends on the reason for return:

Our Error – If we shipped the wrong product, or if the product arrived damaged or defective, we will provide a prepaid shipping label at no cost to you. If you prefer to arrange your own return shipping and request reimbursement, we will reimburse reasonable shipping costs (equivalent to our negotiated carrier rates, typically less than retail rates) upon providing a receipt.

Satisfaction Return – If you are returning a product because you changed your mind, the color was not what you expected, or any other reason not caused by our error, you are responsible for the cost of return shipping. We recommend using a trackable shipping method with insurance. Original shipping charges paid at checkout are not refundable for satisfaction returns.

International Returns – Return shipping costs for international orders are generally the customer’s responsibility regardless of reason, unless the return is due to a clear manufacturing defect that should have been caught before shipment. For international damage claims, we typically refund without requiring return because return shipping often exceeds the product value.

Refund Processing and Timing

When we process your refund, we follow these procedures:

Refund Amount Calculation – For satisfaction returns, we refund the product purchase price but not original shipping charges. For damage, defect, or error returns, we refund the product purchase price plus original shipping charges. We do not charge restocking fees under any circumstances.

Refund Method – Refunds are credited back to the original payment method you used at checkout. If that payment method is no longer active (expired card, closed account), please notify us before we process the refund so we can arrange an alternative method such as store credit or mailed check.

Processing Timeline – Once we receive and inspect your returned product (if return is required), we initiate the refund within 3 business days. Your bank or card issuer may take additional time to post the refund to your account. Credit card refunds typically appear within 3-7 business days after we initiate them, though some banks take up to 14 business days. Contact your bank directly if the refund does not appear after 14 business days.

Partial Refunds – We reserve the right to issue partial refunds in the following circumstances:

  • Product is returned with obvious signs of use or damage not reported at the time of return request

  • Product is returned missing original packaging, accessories, or documentation

  • Return is initiated after the 30-day window but within 60 days (we may offer store credit instead of cash refund)

  • We suspect abuse of our return policy (excessive returns, returning used products claimed as defective)

Exchanges

Lyora LLC does not offer direct exchanges. If you received the correct product but would prefer a different color, size, or style, please initiate a satisfaction return for the original product and place a new order for the desired product. This approach is faster for you because you receive the new product while the return is in transit, rather than waiting for us to receive the return before shipping the exchange.

If you received a damaged, defective, or incorrect product and would prefer a replacement rather than a refund, we will process the replacement separately. You do not need to return the original product unless we specifically request it.

Order Cancellations Before Shipment

If you change your mind after placing an order but before we have shipped it, you may cancel the order for a full refund including all charges. Contact us immediately at ttnham.llc@gmail.com with “CANCEL ORDER – [YOUR ORDER NUMBER]” in the subject line.

We process orders quickly to minimize shipping delays. If your order has already entered our fulfillment system (packing started, label printed), we may not be able to cancel it. In that case, you may initiate a satisfaction return after receiving the product, though you will be responsible for return shipping costs.

International Order Returns

Returning products from outside the United States involves additional considerations:

Customs Documentation – When returning products internationally, you must accurately label the package as “Returned Goods” or “Return Merchandise” to avoid being charged customs duties on the return shipment. We cannot reimburse duties or taxes paid on return shipments incorrectly labeled.

Return Shipping Costs – International return shipping is expensive, often exceeding the value of the product. For satisfaction returns, we recommend considering whether the refund amount justifies the shipping cost. For damage, defect, or error returns, we typically offer to refund without requiring return because the cost to both parties exceeds the benefit.

Refund Currency – International refunds are processed in USD. Your bank or card issuer will convert the refund to your local currency using their exchange rate, which may differ from the rate used for your original purchase. Lyora LLC is not responsible for differences due to exchange rate fluctuations or foreign transaction fees.

Our Promise to You

Lyora LLC stands behind every product we sell. We want you to shop with confidence, knowing that if something goes wrong, we will make it right. Our return policy is designed to be fair to both you and us. We do not hide behind fine print or technicalities to deny legitimate claims. At the same time, we ask that you use our return policy honestly and refrain from abusing it by returning used or intentionally damaged products.

If you have any questions about this return policy or need assistance with a return, please contact us at ttnham.llc@gmail.com. We are here to help.