Returns & cancellations

The short version

Unopened, unused and unfired goods in resalable condition can be returned within
30 days of delivery for a refund to the original payment method. Email
support@zirconsupply.store with your order number before sending anything back so we can
issue a return authorisation and tell you where to send it.

What we cannot take back

• Opened clay, glaze, dry materials or chemicals. Once a bag or bucket is opened we
  cannot verify what is in it, and we will not resell it to another studio.
• Anything fired, mixed, diluted or applied. This includes a glaze that has been
  stirred into water and a clay body that has been wedged.
• Custom-mixed or specially ordered material brought in for you, unless it arrived
  damaged or is not what was ordered.
• Cut-to-length or cut-to-size items such as element wire or kiln shelf cut down on
  request.

Equipment returns

Kilns, wheels, slab rollers and other freight equipment can be returned within 30 days if they are
unused, in the original crate or carton, and repackaged to ship safely. Equipment returns carry a
15% restocking fee and the return freight is the buyer’s cost, because the pallet has
to move twice and the manufacturer will not take back a crate that has been opened and re-taped badly.
A kiln that has been wired in and fired has been used, even once.

Damaged, defective or wrong items

If we shipped the wrong thing, or it arrived broken, none of the above applies and nothing comes out
of your refund. Tell us within five days of delivery with photographs, and we will replace the item or
refund it in full, including shipping, and arrange the return at our cost if we need it back.

Manufacturer warranties on equipment (kilns, controllers, wheels) pass through to you. We will help
you open a warranty claim and, in the first 30 days, we handle it ourselves.

Cancellations

An order can be cancelled for a full refund any time before it ships — email us and we will stop it
if it is still on the bench. Once a parcel has a tracking number or a pallet has been picked up, the
cancellation becomes a return under the terms above.

How a refund is processed

Refunds go back to the card or payment method used for the order. We do not issue store credit
instead of a refund unless you ask for it. Once we have the goods back (or, for a damage claim, the
photographs), the refund is issued within two working days; banks then take a further
three to five working days to post it. The refund will show against the original charge, which appears
on your statement as SQ *ZIRCON SUPPLY CO..