Return and Refund Policy

Last updated: July 29, 2026

At Stephan Roy Studio, every porcelain vessel is individually handmade and carefully inspected before shipping. Because many of our pieces are one of a kind, please review all photographs, dimensions, capacity information, and product descriptions before placing your order.

Returns

We accept eligible returns requested within 14 calendar days after the order is delivered.

To request a return, contact us at step.rdc@gmail.com before sending the item back. Please include your name, order number, and reason for the return.

Items returned without prior authorization may not be accepted.

To qualify for a return, the item must be:

• Unused and in its original condition

• Free from damage, alteration, residue, or signs of use

• Returned with all original components

• Packed in its original inner and outer packaging

• Accompanied by proof of purchase

Approved returns must be shipped within seven calendar days after return instructions are provided.

Cremation Urns

For health, safety, and respectful handling reasons, a cremation urn cannot be returned after it has held cremated remains or any other substance.

Please verify the required urn capacity before placing cremated remains inside the vessel. Capacity measurements are approximate because every urn is individually handmade.

Custom and Nonreturnable Items

The following items are not eligible for return:

• Custom, commissioned, altered, or personalized pieces

• Items that have held cremated remains, liquids, flowers, soil, food, or other substances

• Items damaged after delivery through use, mishandling, improper storage, or improper cleaning

• Gift cards

• Items clearly identified as final sale

Nothing in this policy limits any non-waivable consumer rights provided by applicable law.

Return Shipping

Customers are responsible for return-shipping costs unless the item arrived damaged, the wrong item was sent, or the return resulted from an error by Stephan Roy Studio.

Original shipping charges are not refundable for voluntary returns.

Because the work is fragile, an approved return must be:

• Sent with tracking

• Insured for its full purchase value

• Packed in the original packaging

• Packed securely enough to prevent movement inside the box

The customer is responsible for the item until it is safely received by Stephan Roy Studio. We cannot issue a refund for a return that is lost or damaged because it was inadequately packed or shipped without sufficient insurance.

Shipping Damage

Please inspect your order immediately after delivery.

If an item arrives damaged, contact step.rdc@gmail.com within 48 hours of delivery. Include:

• Your name and order number

• Photographs of the damaged item

• Photographs of the exterior shipping box

• Photographs of the interior packaging

• A photograph of the shipping label

Keep the damaged item and all packaging materials until the claim has been resolved. The shipping carrier may require additional photographs or inspection.

After reviewing the claim, Stephan Roy Studio will arrange an appropriate resolution. Depending on the circumstances and availability, this may include a refund, a comparable replacement, or another mutually agreed solution.

Because every vessel is handmade and many are one of a kind, an exact replacement may not be available.

Incorrect Orders

If you receive the wrong item, contact us within 48 hours of delivery. Stephan Roy Studio will provide return instructions and cover the reasonable cost of returning the incorrect item.

Cancellations

Contact us as soon as possible if you need to cancel an order.

An order may be canceled for a full refund if it has not entered the packing or shipping process. Once an order has shipped, it must be handled under the return provisions of this policy.

Custom or commissioned orders may not be canceled after work has begun unless otherwise agreed in writing.

Refunds

After an approved return is received, it will be inspected.

We will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to post the refund.

A deduction may be made when an approved return arrives incomplete or with damage not present when it was originally shipped.

Exchanges

Because most pieces are one of a kind, traditional exchanges are not guaranteed.

To select another piece, request a return for the original item. After the return is approved, the replacement piece may be purchased separately. Products cannot be reserved without payment.

Contact

For return, refund, or damage questions, contact:

Stephan Roy Studio
step.rdc@gmail.com