Returns & Refund Policy

1. Overview & Return Window

At Elite Vase Studio Ltd, we want you to feel confident styling your home with our collection. We offer a transparent 14-day return window beginning on the day your order is marked as delivered by the courier (Royal Mail, DPD, USPS, FedEx, or DHL).

If 14 calendar days have elapsed since your order was delivered, we unfortunately cannot offer you a return, exchange, or refund for customer remorse.

2. Eligibility & Condition of Returned Items

To be eligible for a return and full refund under our change-of-mind policy, your vessel or vase must fulfill the following criteria:

• The item must be completely unused, clean, and in the exact condition you received it.
• It must contain no water marks, flower residue, wax, or foreign substances.
• It must be returned inside its original manufacturer packaging, complete with all fitted foam supports, bubble liners, and internal protective materials to survive return transit.
• Proof of purchase (order number or email confirmation receipt) must accompany your request.

3. Damaged, Defective or Transit Breakage Guarantee

What to do if your order arrives broken or defective:

1. Contact our London support desk within 48 hours of delivery at support@elitevasestudio.shop.
2. Provide your order number (e.g., #EVS1024) and attach clear photographs showing:
   • The damaged ceramic item in detail.
   • The outer cardboard shipping box showing any crushing or tears.
   • The courier shipping label affixed to the box.
3. Once validated by our team, we will immediately process a free replacement dispatched via expedited courier, or issue a 100% full refund directly to your original payment method.
4. Safety First: You will never be asked to pack and return broken ceramic shards. Please dispose of them safely.

4. Return Shipping Fees & Restocking Fees

• Restocking Fee: We charge £0.00 / $0.00 in restocking fees. We do not penalize customers for returns.
• Return Shipping (Customer Remorse / Change of Mind): If you are returning an item because you changed your mind or chose a different style/size, you are responsible for paying the return postage costs. Because ceramics require careful handling, we strongly recommend using a fully tracked courier service with transit insurance (e.g., Royal Mail Tracked, DPD, USPS, or FedEx). Elite Vase Studio Ltd is not liable for items lost or broken on their return journey.
• Return Shipping (Defective or Incorrect Item): If we sent an incorrect model or an item with manufacturing flaws, Elite Vase Studio Ltd will provide a prepaid return label or issue a full refund at no cost to you.

5. How to Initiate a Return (Step-by-Step)

6. Official Return Address

All authorized domestic and international returns must be sent to our registered UK facility:

Please do not send returns without prior notification to our support desk, as unauthorized returns cannot be tracked or processed efficiently.

7. Refund Inspection & Processing Times

Once your return is delivered to our London address, our team will inspect the piece within 2 business days to ensure it is in its original, undamaged condition.

Upon approval, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (Visa, MasterCard, American Express, PayPal, Apple Pay, or Google Pay). Depending on your banking institution or card issuer, refunds typically reflect on your bank statement within 5 to 7 business days.

Original standard shipping fees paid at checkout are non-refundable for change-of-mind returns.

8. Order Cancellations

Orders can be cancelled free of charge if requested before the parcel is processed and dispatched from our facility. Because we aim to dispatch orders placed before 1:00 PM GMT on the same day, please email or call us immediately within 1 hour of order placement if you need to cancel. Once an order is with the courier, it must be received and handled under our standard 14-day return process.