Refund policy

We Curate Pieces built by artisans and We Also Stand Behind Them.

We don't accept returns just because you changed your mind (our inventory is tiny and handmade, so we need to protect what we have). But if something's wrong with your piece, we've got you.

The Handmade Reality

Our pieces are handmade. Each piece is expected to come with its own added characteristics. That means small variations are part of the charm. 

  • Slight differences in glaze color

  • Tiny bubbles in the ceramic (they don't affect function)

  • Minor asymmetry in hand-painted details

  • Natural color variations batch-to-batch

These aren't defects. They're proof it was made by human hands, not machines. If you're looking for factory-perfect uniformity, handmade probably isn't for you, and that's okay :)

If Your Piece Arrives Damaged

Accidents happen. Couriers aren't always gentle. If your piece arrives chipped, cracked, or broken:

Here's what we need:

  1. An unboxing video clearly showing the damage (this helps us verify and process fast)

  2. Photos of the damaged piece from multiple angles

  3. Your order number and email to hello@zinverahome.com

What happens next:

  1. We verify the damage

  2. We send you an exact replacement (if in stock)

  3. If that exact piece isn't available, you choose: refund or store credit

Processing time: 7-10 business days (usually faster)

Why We Need the Video

We know it's an extra step. But unboxing videos help us:

  1. Verify the damage is transit-related (not a handmade variation)

  2. Process claims faster with courier companies

  3. Protect both of us

It's not bureaucracy. It's just us being real about what we need to make this work.

No Return for Change of Mind

We have limited stock. Every piece is curated by us specifically. If you ordered something and changed your mind, we can't take it back, we need to move forward with what we've already sent.

But here's the thing: If you're genuinely unhappy with your purchase, reach out. Let's talk. We might be able to work something out (like store credit or an exchange for something different). We're small enough to be human about these things.

Store Credit vs. Refund

If we can't send you a replacement:

  1. Refund: Back to your original payment method (takes 5-7 business days to appear)

  2. Store Credit: Use it whenever, on whatever you want. No expiration.

We're not trying to trap you with store credit. It's genuinely just an option. Take the refund if that's what you need.

What Counts as "Damaged"

✅ Damaged in transit: Cracks, breaks, large chips that make the piece unusable or unsafe

✅ Manufacturing defect: Piece arrives with a flaw that wasn't part of handmade variation

❌ Not damaged: Small bubbles, glaze variations, minor color differences, asymmetrical hand-painted details

❌ Damage from use: Chips or cracks that happened after you've been using the piece

Processing Timeline

  1. You send video/photos

  2. We verify (1-2 business days)

  3. We process replacement/refund (3-5 business days)

  4. Refund appears (5-7 business days if applicable)

Total: Usually 7-10 business days, sometimes faster.

Questions?

Email us at hello@zinvera.com. We'll respond fast and honestly.