We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@ngkutahyausa.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@ngkutahyausa.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@ngkutahyausa.com.

RETURN & REFUND POLICY

RETURN WINDOW

15 days from the date of delivery

You have 15 calendar days from the date you receive your order to initiate a return.

RETURN ELIGIBILITY

Items Eligible for Return:

• Unopened, unused items in original packaging
• Items with all original tags attached
• Items accompanied by receipt or proof of purchase

Items NOT Eligible for Return:

• Opened or used items
• Installed porcelain products
• Items damaged by customer mishandling
• Sample orders
• Custom or special-order products
• Sale or clearance items
• Items without proof of purchase

RETURN COSTS

Customer pays for return shipping

• You are responsible for all return shipping costs
• You are responsible for purchasing and printing your own return shipping label
• We recommend using a trackable shipping method with insurance
• We are not responsible for items lost or damaged during return transit

Restocking Fee:

25% restocking fee applies to all approved returns

HOW TO RETURN

Step 1: Contact Us

Email: info@kutahyaporselenusa.com

Include in your email:

• Order number
• Item(s) you wish to return
• Reason for return

Step 2: Await Approval

We will review your request and respond within 1-2 business days with return authorization.

Step 3: Package Your Return

• Use original packaging when possible
• Pack items securely to prevent damage in transit
• Include copy of receipt or packing slip

Step 4: Ship Your Return

Ship to: Kutahya Porcelain USA
7855 NW 41st St Suite 200 Doral Florida 33166

Important: We cannot accept COD returns or items shipped without prior authorization.

DAMAGED OR DEFECTIVE ITEMS

If you receive damaged or defective merchandise, please contact us immediately upon receipt.

To Report Damage:

1. Email: info@kutahyaporselenusa.com
2. Include:
   • Order number
   • Clear photos showing damage
   • Description of the issue
3. Timeframe: Report within 48 hours of delivery

Important: Do NOT refuse shipment. We cannot process claims without photographic evidence.

Our Response:

We will evaluate your claim and provide a resolution within 3-5 business days. Approved claims will receive:

• Replacement (subject to inventory availability), OR
• Full refund including original shipping costs

REFUND PROCESSING

Refund Timeline:

1. Inspection: Within 5 business days of receiving your return
2. Approval notification: Via email
3. Refund issued: Within 10 business days of approval
4. Bank processing: Allow 5-10 additional business days for funds to appear

Refund Amount:

Original purchase price minus 25% restocking fee

Refund Method:

Refunds will be issued to your original payment method only.

Non-Refundable Costs:

• Original shipping charges
• Return shipping costs
• Gift wrapping fees (if applicable)

Contact for Refund Issues:

If more than 15 business days have passed since approval, contact: info@kutahyaporselenusa.com

EXCHANGES

We do not offer direct exchanges.

To exchange an item:

1. Return your original item following the return process above
2. Place a new order for the desired item

ORDER CANCELLATIONS

Cancellation Window:

Within 24 hours of order placement

How to Cancel:

• Email:info@kutahyaporselenusa.com, OR
• Call: (786) 953-6555
• Include your order number

After 24 Hours:

Contact us immediately. We will attempt to cancel if the order has not been packed and shipped. Once an order is prepared for shipment, cancellation is no longer possible.

SHIPPING INFORMATION

Processing Time:

Most orders ship within 2-3 business days

Delivery Estimates:

Estimated delivery dates are approximations only. Actual delivery times may vary due to:

• Carrier delays
• Weather conditions
• High volume periods
• Other circumstances beyond our control

We are not responsible for carrier delays, but we will assist in tracking your shipment.

PRODUCT VARIATIONS

Please note:

• Product images are representative
• Due to the artisanal nature of porcelain, slight variations in color, pattern, and finish may occur between production batches
• We cannot guarantee exact matching with previously purchased items or existing collections

CONTACT INFORMATION

Customer Service Email: info@kutahyaporselenusa.com

Return Address:
Kutahya Porcelain USA
7855 NW 41st St Suite 200
Doral, Florida 33166
United States

Business Hours: 8:00AM - 5:00PM EST

For all return inquiries, refund status, or questions about this policy, please contact us at the email above.

POLICY NOTES

• This return policy applies to purchases made through info@kutahyaporselenusa.com only
• Terms may not be assigned or transferred without written consent from Kutahya Porcelain USA
• This policy may be updated at any time. The "Last Updated" date at the top reflects the most recent changes
• In case of conflict between policies, the terms on this page take precedence
• This policy complies with applicable U.S. consumer protection laws

Key Takeaways:

• ✓ 15-day return window from delivery
• ✓ Customer pays return shipping
• ✓ 25% restocking fee applies
• ✓ Items must be unopened and unused
• ✓ Contact us at info@kutahyaporselenusa.com to start a return
• ✓ Refunds processed within 10 business days of approval

This version is structured to meet Google Merchant Center requirements with:

• Clear return window at the top
• Explicit information about who pays for return shipping
• Step-by-step return process
• Clear restocking fees
• Specific refund timeline
• Easy-to-scan format with headers and bullet points
• Complete contact information
• No contradictory information