top of page

Refund Policy

At bt Art Co., Ltd., we take immense pride in handmade products we source and provide to you. Due to the nature of handmade ceramics & art and shipped internationally from Japan, we have established the following policy to ensure a fair and transparent process for our customers.

​

1. Damaged or Defective Items

  • Ceramics and other handmade art are inherently fragile. While we use a professional double-boxing system, accidents during international transit can occur.

  • Notification Window: You must inspect your order immediately upon arrival. Any claims for items damaged during shipping or manufacturing defects must be reported to us within 72 hours of the delivery timestamp.

  • How to File a Claim: Please email info@bt-art.com with the following:

    1. Your Order Number.

    2. Clear photos of the damaged item(s).

    3. Clear photos of the interior and exterior packaging (this is required for our insurance claim with DHL).

  • Resolution: Upon verification, we will offer you a full refund to your original payment method or, if stock allows, a replacement at no additional cost to you.

​​

2. Returns for "Change of Mind"

  • Due to the high cost and risk associated with international return shipping for fragile ceramics, we do not accept returns for change of mind.

  • All sales are final once the order has been dispatched.

  • We encourage you to review product dimensions and descriptions carefully. If you have questions about a specific piece before purchasing, please contact us for additional photos or details.

​​

3. Handmade Characteristics

  • Please note that "imperfections" such as slight variations in glaze color, texture, "pinholes," or minor size differences are the hallmarks of handmade pottery. These are not considered defects and are not eligible for refunds.

​

4. Cancellations

  • Pre-Shipment: You may cancel your order for a full refund within 12 hours of purchase.

  • Post-Shipment: Once a tracking number has been generated and the package has been collected by the courier, the order can no longer be canceled.

​​

5. Refund Process

  • Processing Time: Once a refund is approved, it will be processed through Stripe immediately.

  • Timeline: It typically takes 5–10 business days for the credit to appear on your bank statement, depending on your financial institution.

  • Excluded Costs: Unless the item was damaged or defective, original shipping fees and any pre-paid duties (DDP) are non-refundable.

​​

6. Unclaimed or Refused Packages

  • If a package is returned to Japan because it was refused by the customer, or because the customer provided an incorrect address:

  • The original shipping cost and any return-to-sender fees charged by DHL will be deducted from your refund.

  • Customs duties paid are generally non-refundable in the event of a refused delivery.

bottom of page