WARRANTY INFORMATION:
VICRAYS’S 30 DAY PROMISE: Love your Vicrays product or return it for a 100% refund. Our customer service is available daily to hear your questions or concerns. Our objective is to help you, so we won’t settle for anything you don’t love. We’re not happy unless you are.
CONDITIONS FOR RETURNS, REPLACEMENTS & REFUNDS:
To be eligible for replacements and refunds:
- Item must be unused and in the original condition.
- Item must be in the original packaging.
- Item must be returned to VICRAYS Ceramics service center and inspected before issuing the refund.
REFUNDS OR REPLACEMENTS FOR DEFECTS:
- Defect refund is valid for 30 days after purchase.
- Must provide valid proof of defect with a photo, explaining the situation. The terms are subject for approval and are on a case to case basis.
HOW TO PROCESS RETURNS OR REFUNDS:
Please go to our WARRANTY section and contact us. Then include the following information:
- Reason for returning the product
- The order number
- If item received is defective or damaged, please include at least one photo
**Once our customer service team has confirmed your request, we will provide instructions via email on where to send the item.
If you have any additional questions you can email our customer service member Catharine at [email protected]
FREQUENT QUESTIONS:
Who pays for return shipping?
- The customer will be responsible for the shipping costs when returning the item. Shipping costs are non-refundable. Please note that you are responsible for getting breakable items back to us safely. We are unable to exchange items that are returned to us in anything less than like-new condition.
- Please note shipping times may vary depending on where you live.
- Please consider using a trackable shipping method and purchasing insurance. This will ensure you know the exact status of your returned item. Mora Ceramics doesn’t guarantee we will receive your returned item.
I’ve sent off the item as instructed, what happens next?
- Once we receive the returned product, we will send you an email confirmation receipt. We will also inform you if the return has been approved or rejected, after we have inspected the item.
My item was approved for a refund, when can I expect the credit?
- After your refund is approved, it will be processed within 14 days and applied to your credit card or main payment method you used for the purchase.
It’s past 14 days and still no refund credit? What do I do?
- First, check with your bank if there was an issue on their end. Refunds can be affected by a bank’s particular processing times.
- If you used a credit card for the purchase, contact your credit card company and verify if a refund has been credited. It may take time before it gets posted.
- After doing the above and there’s still no sign you have received the refund. Please get in touch with us immediately at [email protected]
I have other questions and concerns, who should I reach?
- Please use our product inquiry form to reach out to us for specific concerns. We would love to hear from you. Our team is ready to assist in any way we can.
Where do I return ?
- Retrun address:
19909 Harrison Ave
Walnut CA 91789, US