At TheCeraHome, every ceramic mug and scented candle is handcrafted — made one piece at a time with care, intention, and craft. Because our products are handmade, there will naturally be slight variations in glaze, texture, finish, and form from piece to piece. Minor natural blemishes and small irregularities are not product flaws — they are an inherent and beautiful part of the handmade manufacturing process. Each piece is unique, and that is exactly what makes it special.
Our Return & Exchange Policy
Due to the nature of handmade home décor products and the high cost of shipping fragile items safely, we do not accept returns or exchanges under standard circumstances.
However, we will arrange a full replacement in the following cases:
- Manufacturing Defect — If your product has a defect that occurred during the making process and affects its usability or structural integrity.
- Damage in Transit — If your order arrives broken or damaged due to handling during shipping.
- Wrong Item Received — If you receive a product that is different from what you ordered.
We want every TheCeraHome order to reach you perfectly. If something goes wrong, we will make it right.
How to Request a Replacement
If your order falls under any of the above conditions, here is what to do:
Please inspect your order as soon as it is delivered. If you notice any damage, defect, or incorrect item, contact us immediately — do not delay, as we need to assess the issue promptly.
- Send an email to hello@thecerahome.com with the following details:
- Your order number.
- Clear photographs of the damaged, defective, or incorrect product.
- A brief description of the issue.
Once we receive your email and review the photographs, we will arrange a reverse pickup from your address. Upon receiving the returned product, we will dispatch your replacement at the earliest.
Important Notes
Replacement requests must be raised within 48 hours of receiving your order. Requests made after this window may not be accepted.
We do not offer cash refunds in place of replacements unless the product ordered is out of stock or unavailable at the time of processing your replacement.
Natural variations in colour, texture, glaze, and finish that are characteristic of handmade ceramics and hand-poured candles are not considered defects and will not be eligible for replacement.
Custom and bulk orders follow a separate policy — please refer to our Bulk Order Policy or write to us directly for details.
Unboxing Video is Mandatory — An unboxing video is compulsory for all return or exchange requests. Customers must record a clear, uninterrupted video from the moment the package is opened until the full contents are revealed. Without a valid unboxing video, we will be unable to process any replacement, return, or exchange claim, regardless of the nature of the issue. This is a strict requirement with no exceptions.
For any questions or concerns about your order, please reach out to us at hello@thecerahome.com and we will be happy to assist you.