REFUND & EXCHANGE

All Sales Are Final

Due to the fragile nature of ceramic products, all sales are final.

We do not accept returns, exchanges, or refunds for change of mind, incorrect selection, or preference-based reasons.

We encourage customers to review all product details carefully before purchasing.

Product Representation

We take great care to ensure that all product images and descriptions accurately reflect each item.

The item you receive will match the product shown on our website.

Please note that slight variations in colour, glaze, texture, and shape may occur due to lighting, screen differences, and the handmade nature of ceramics. These natural variations are not defects.

Damaged in Transit (Only Eligible Case)

Refunds or replacements are only considered if an item is damaged during shipping.

To submit a claim, you must contact us within 48 hours of delivery and provide:

• Your order number
• Clear photos of the damaged item
• Clear photos of the packaging (inside and outside)

Failure to provide sufficient evidence will result in the claim being declined.

Claim Conditions

• The item must be unused
• The original packaging must be retained
• The damage must be consistent with shipping-related impact

We reserve the right to request additional evidence and reject claims that do not meet these requirements.

What We Offer (If Approved)

• A replacement (preferred)
• Store credit
• Refund (only if replacement is not available)

What Is Not Covered

• Damage after delivery
• Misuse or mishandling
• Normal wear or natural aging
• Minor imperfections inherent to handmade ceramics

Shipping Responsibility

All orders are shipped via Australia Post.

Once dispatched, Kilhause is not responsible for courier delays or handling outside of our control.

Contact

kilhausecontact@gmail.com
Response time: 1–2 business days