Refund policy

Refund & Returns Policy

Each piece is made by hand, and we want you to receive it in perfect condition.

Damaged or faulty items

If your item arrives damaged or with a manufacturing fault, we will gladly offer a replacement or a full refund. Please contact us within 7 days of delivery at info@the-zen-artisan.com with your order number and a photo of the damage and the packaging. This helps us improve our packing and, where relevant, file a claim with the carrier. We will arrange a replacement or refund promptly — no need to return the broken piece unless we ask.

On the nature of handmade pieces

Please note that Suzu-yaki pottery is individually formed and fired by hand. Slight variations in colour, shape, texture, and size are natural characteristics of genuine handmade work and are not considered defects. These variations are part of the beauty and uniqueness of your piece.

Returns (change of mind)

Unused pieces in their original packaging may be returned within 14 days of delivery. Please contact us at info@the-zen-artisan.com before sending anything back. Return shipping is at the customer's expense, and refunds are issued once the piece arrives back safely. For hygiene and safety reasons, incense cannot be returned once opened.

Incense and opened goods

For hygiene and safety reasons, incense cannot be returned once opened, except in the case of a fault or damage.

How to reach us

For any issue with your order, email us at info@the-zen-artisan.com. We typically respond within 1–2 business days.