Refund policy
Returns
We offer a 30-day return window from the date your order is marked as delivered. To be eligible for a return, items must be unused, unworn, unaltered, in original condition, and returned in original packaging with proof of purchase.
All returns must be requested and approved in advance. Items returned without prior authorization will not be accepted.
To request a return, please contact returns@stephaniegarciaart.com Approved returns must be sent to Stephanie Garcia Art, 112 W Moore Street, Valdosta, Georgia 31602. If approved, we will provide return shipping instructions.
Important Notice Regarding Chargebacks
We are committed to resolving issues quickly and fairly. Before filing a chargeback or payment dispute, customers must contact us directly so we can attempt to resolve the issue. Chargebacks filed without prior communication may delay resolution and may result in loss of return or refund eligibility.
Damages, Breakage & Incorrect Orders
Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.
To be eligible for a refund or replacement due to damage, customers are required to submit all required documentation to claims@stephaniegarciaart.com All shipments are insured up to the purchase price, and documentation is required to file an insurance claim with the carrier.
A minimum of six clear photos is required to process a damage claim. These photos must show the exterior of the shipping box, the shipping label, the interior packaging materials, the item as received inside the packaging, a close-up of the damaged area, and a wider view showing the damage in context. Depending on the carrier, additional documentation or retention of original packaging may be required during the claim review process.
Failure to report damage within the stated timeframe or failure to provide the required documentation may result in carrier claim denial, and we may be unable to issue a refund or replacement.
Upon receipt and review of the damage report and documentation, we will either issue a refund or ship a replacement. Replacement processing time may take up to four to six weeks, depending on production schedules and availability.
Custom & Handmade Items
Our products are handmade, hand-painted, and kiln-fired. They are not mass-produced or machine-made.
Custom, personalized, made-to-order, special-order, or altered items are final sale and non-returnable.
Due to the nature of handcrafted ceramics, minor variations in color, glaze tone, texture, brushwork, shape, or dimensions are normal and are not considered defects. Minor surface imperfections up to one-eighth inch in diameter and or length, including small color spots, clay spots, glaze variations, kiln marks, pinholes, glaze breaks, or shallow surface impressions, are inherent to handmade ceramics and do not affect structural integrity or intended use.
Minor variations disclosed prior to purchase are not considered “item not as described.”
A defect is limited to structural cracks affecting functionality, breakage during shipping, or items that arrive materially different from the product description.
Custom Order Information & Production Delays
Custom and personalized items require complete and accurate information before production can begin. This may include names, correct spelling, dates, design selections, reference photos, size, color, layout confirmations, or any additional details requested.
Customers are responsible for reviewing all customization details carefully and responding promptly to any follow-up requests. If required information is missing, incomplete, or unclear, we will contact the customer using the email provided at checkout.
Customers have 24 hours from the time of our request to provide the required information. Production will not begin until all information is received and confirmed. If information is not provided within this timeframe, the order will be paused, production timelines will be extended, and the order will be placed back into the production queue based on the date complete information is received, not the original order date.
Delays caused by late responses, missing details, or customer-requested corrections are considered customer-caused delays and are not grounds for cancellation, refund, or dispute. During holidays, sales events, or peak seasons, delayed responses may result in significantly longer production times, which are considered acceptable delays.
Once production begins, changes, cancellations, or corrections cannot be accepted. Custom orders delayed due to missing or late customer-provided information are not eligible for refunds, cancellations, or chargebacks, and any disputes filed for these reasons will be contested with documented communication and policy acknowledgment.
Sale Items, Gift Cards & Exchanges
Sale items are final sale. Gift cards are non-refundable.
We do not offer direct exchanges. To receive a different item, an approved return must be completed first, followed by a new purchase.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may cancel or return your order within 14 days of delivery in accordance with EU consumer law. Returned items must be unused, in original condition, include original packaging, and include proof of purchase. Custom, personalized, and made-to-order items remain exempt from EU cooling-off returns.
Refund Processing
Once a return or damage claim is received and inspected, we will notify you of approval status. Approved refunds are issued to the original payment method and are processed within ten business days. Banks and credit card companies may require additional time to post funds.
If more than fifteen business days have passed since refund approval, please contact returns@stephaniegarciaart.com