Refund policy
Last Updated: June 28, 2026
Thank you for choosing Geniuslambs. We are dedicated to providing premium, commercial-grade ceramic tableware and high-quality lifestyle products to our global customers. Because our shop serves both retail consumers (C-end) and corporate/wholesale clients (B-end), our refund and return terms vary based on the nature of your purchase.</p>
<p>Please read this policy carefully before completing your order or approving a wholesale contract.
1. 🔄 30-Day Retail Return Policy
For standard, non-customized, in-stock retail purchases, we offer a 30-day hassle-free return window</strong> from the date of delivery.
Eligibility Conditions: To qualify for a return or exchange, items must be completely unused, unwashed, and in the exact same condition that you received them. They must also remain securely packed in their original packaging (including custom foam inserts).
Return Shipping Costs: For "change-of-mind" reasons (e.g., color choice, style mismatch), the buyer is responsible for arranging and paying for the return international shipping costs.
Restocking Fee: Due to the fragile nature and high handling costs of ceramics, 20% restocking fee may be applied to returned retail items.
2. ❌ Non-Returnable & Non-Refundable Items
Certain types of goods are strictly exempt from being returned or refunded under any circumstances:
Custom Branded & Wholesale Orders: Any tableware that has undergone custom logo stamping (bottom stamps), custom glaze development, or custom box packaging cannot be returned, exchanged, or refunded once production has begun. These items are tailored to your brand and cannot be resold.
Perishable Goods (Gourmet Coffee & Tea): Due to international food safety and hygiene regulations, all bulk food pairings, and tea packages sold on our site are strictly non-returnable and non-refundable.
B2B Bulk Wholesale Orders: Large-volume commercial shipments (orders exceeding 50 pieces or shipped via ocean/air freight) executed under an official Pro-Forma Invoice (PI) are final sales. We do not accept returns for excess or unsold wholesale inventory.
3. 📦 Damaged, Chipped, or Defective Items
We pride ourselves on our 100% Zero-Breakage Guarantee. If your fragile ceramics arrive broken, chipped, or defective, you are completely covered.
The Solution: We will instantly issue a Free Replacement (shipped via express at our cost) or a Pro-Rata Refund for the broken items.
How to Report: Email sales@geniuslambs.com within 72 hours of order delivery. Provide your Order Number along with clear photos or a short video of the damaged items inside their original box.
No Shard Return Required: To ensure safety, you do not need to pack and mail sharp, broken ceramic shards back to us. Simply dispose of them safely after receiving our refund/replacement approval.
Exclusion (like Wabi-Sabi Variance): As stated in our Terms of Service, unique color tones, speckle variations from the reactive glaze, or a ±3% size tolerance are natural traits of high-temperature ceramics and are not classified as manufacturing defects.
4. 💰 Refund Process
Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item and whether your refund is approved.
If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (such as Stripe or PayPal) within 1 to 2 business days, depending on your bank's processing times.
For approved bulk order refunds, credit notes will be issued toward your next shipment, or a bank wire transfer will be arranged per contract terms.
5. Contact Us
If you need to initiate a retail return, report a shipping breakage, or check the status of a B2B sample refund, please reach out to our team:
Email: sales@geniuslambs.com
Business Address: ROOM 2, 3/F., Ruby Commercial Building, 480 Nathan Road, Kowloon, Hong Kong, Hong Kong Island Hong Kong SAR