Refund policy

Because Azure Blanc pieces are fragile, often high in value, and shipped internationally, cancellations and returns must be handled before supplier allocation, packing, and customs arrangements become irreversible. The policy below sets out those limits and the resolution available when an order arrives damaged, incorrect, or materially different from its description.

Order cancellation

You may request cancellation within 12 hours after placing an order. Email concierge@azureblanc.com immediately with your order number.

After the 12-hour window, supplier allocation, payment, inspection, or packing may already have begun. We will check whether cancellation is still possible, but we cannot guarantee it. An order cannot be canceled after dispatch. These limits do not remove any mandatory cancellation or withdrawal right that applies under the law of your country.

Personalized pieces and goods made to an individual customer's specifications cannot be canceled once production or customization has begun, except where required by law.

Damaged, incorrect, or materially misdescribed items

If an item arrives damaged, incorrect, or materially different from the product description, Azure Blanc will cover the costs required for the agreed remedy. You may choose a replacement, if available, or a full refund.

Please contact us as soon as possible, preferably within 48 hours of delivery, and include the order number and clear photographs of the item, outer packaging, shipping label, and visible damage. The 48-hour request helps us preserve evidence for the carrier; it does not remove any rights you have under applicable law.

Do not discard a damaged item or its packaging until we confirm whether the carrier requires further evidence. We will tell you if a return is needed and, if so, arrange or reimburse the documented return shipping and clearance costs required for the agreed remedy.

Change-of-mind returns

Due to the breakage risk, international freight cost, and customs formalities involved in returning ceramics, Azure Blanc does not accept change-of-mind returns except where required by applicable law.

We may choose to authorize a goodwill return requested within seven calendar days after delivery, but this does not create a general right of return. Any goodwill return is discretionary and must follow the authorization, shipping, customs, inspection, and refund conditions below. Nothing in this policy restricts mandatory consumer rights, including any longer withdrawal period that applies in your country.

Return authorization and address

Do not send a return without written authorization. Email concierge@azureblanc.com with your order number, the item, and the reason for the request. If approved, we will provide a return authorization, the designated return address, and the customs documents or declaration instructions required for that shipment.

Our registered business address is published on the Contact page and in the Terms of Service, but an unannounced parcel should not be sent there. International returns without prior authorization or correct customs documents can be delayed, refused, or returned to the sender.

Costs and customs for an authorized return

For an authorized change-of-mind return, the customer is responsible for return freight, suitable insurance, import duties, taxes, customs brokerage, storage, and other return-clearance charges. Use a tracked service and retain the shipping receipt and customs documents.

The parcel must be declared accurately as returned goods in accordance with our instructions. Do not understate the value or use an inaccurate description. Charges caused by incomplete, late, or inaccurate return documentation may be deducted from the refund where permitted by law.

If the return concerns an item that was damaged, incorrect, faulty, or materially misdescribed, Azure Blanc will arrange or reimburse the documented return and customs costs required for the agreed remedy instead.

Return condition and transit risk

The item must be returned with its components, accessories, and protective packaging, in the condition in which it was received apart from reasonable inspection. For a discretionary change-of-mind return, the customer bears the transit risk until the parcel is delivered to the designated return address. We therefore strongly recommend adequate insurance.

If the item is lost or damaged during a customer-arranged return, the refund may be reduced or refused to the extent permitted by law. The customer should pursue the carrier or insurance claim. Mandatory consumer rights remain unaffected.

Inspection and refund timing

A discretionary return is not approved for refund until the parcel has reached the designated return address, completed customs clearance, and passed inspection. Once approved after inspection, the refund is issued to the original payment method, normally within 5-10 business days. The bank or payment provider may take additional time to post the funds.

Original shipping charges and non-recoverable duties or clearance costs are not refundable for a discretionary change-of-mind return where permitted by law. If a statutory withdrawal right applies, refund scope and timing will follow that law, including any requirement to refund standard outbound delivery or to act upon valid proof of return.

Handmade and kiln-fired variation

Hand painting, forming, glazing, and firing can produce small variations in brushwork, tone, glaze flow, surface, and dimension. Variations that are visible in the product information or reasonably characteristic of the stated craft are not necessarily defects. Damage, functional faults, or material differences from the description remain covered by this policy.