Refund policy
RETURN & REFUND POLICY FOR HANDMADE CERAMIC OBJECTS
LAST UPDATED: AUGUST 4, 2026
Thank you for purchasing from ZHIBAI Atelier. Because many of our pieces are handmade and fragile, please review this policy carefully before requesting a return.
This policy applies to consumer purchases made through the ZHIBAI Atelier online store.
Customer Support:
support@ysboc.com
1. DAMAGED, FAULTY, INCORRECT, OR MATERIALLY MISDESCRIBED ITEMS
Please inspect your order promptly after delivery.
If an item arrives damaged, faulty or defective, incorrect, or materially different from its product description, please contact us as soon as possible and preferably within 7 calendar days of delivery at support@ysboc.com.
Please include:
- Your order number;
- A clear description of the issue;
- Clear photographs of the item;
- Photographs of the outer and inner packaging;
- A photograph of the shipping label;
- Photographs showing any visible damage or other relevant details.
Please do not discard the item, packaging, or shipping label until we have reviewed your request.
The suggested 7-day reporting period helps us investigate transit damage and order issues promptly. It does not limit any mandatory consumer right, legal guarantee, or remedy that cannot lawfully be excluded or waived.
Depending on the circumstances, product availability, and applicable law, we may offer:
- A refund;
- A replacement;
- A partial refund where appropriate;
- Another reasonable resolution agreed with the customer.
Store credit will only be offered with the customer’s agreement.
An identical replacement may not be available for one-of-a-kind, handmade, or limited pieces.
If an approved damaged, faulty, incorrect, or materially misdescribed item must be returned, ZHIBAI Atelier will provide return instructions and will cover or reimburse reasonable return shipping costs according to the approved resolution and applicable law.
2. 14-DAY CHANGE-OF-MIND RETURN WINDOW
Eligible items may be returned under our voluntary change-of-mind return policy.
To request a voluntary change-of-mind return, contact support@ysboc.com within 14 calendar days after the item is delivered.
Please include:
- Your order number;
- The item or items you wish to return;
- The reason for the return;
- Photographs showing the current condition of the item and its packaging.
Please contact us and receive written return instructions before sending an item back.
After receiving return instructions, an approved voluntary return must be shipped within 14 calendar days.
Returns sent without prior contact, without sufficient order information, or to an address that has not been authorized by ZHIBAI Atelier may be delayed or may not qualify under our voluntary return policy.
Where a mandatory statutory cancellation or withdrawal right applies, the applicable legal notification and return periods will take priority.
3. RETURN ELIGIBILITY AND PRODUCT CONDITION
To qualify for a voluntary change-of-mind return, the item must:
- Be unused;
- Be unbroken;
- Be clean and undamaged;
- Be complete with all included accessories and components;
- Be in the same condition in which it was delivered;
- Be packed in its original protective packaging or packaging that provides equivalent protection.
Where mandatory statutory withdrawal rights apply, the customer may inspect or handle an item only to the extent reasonably necessary to establish its nature, characteristics, and function.
Where permitted by applicable law, a refund may be reduced to reflect a documented actual loss in value caused by use, handling, damage, missing components, or inadequate packaging beyond what was reasonably necessary to inspect the item.
A deduction will not be based on an automatic percentage or an unsupported estimate.
4. RETURN SHIPPING, TRACKING, AND INSURANCE
For voluntary change-of-mind returns, the customer is responsible for arranging and paying for return shipping.
The customer may select the return carrier but must follow the return instructions provided by ZHIBAI Atelier.
A tracked return service should be used, and the customer must retain valid proof of shipment.
Because ceramic products are fragile, customers are strongly encouraged to purchase adequate shipping insurance covering the value of all returned items.
Returned ceramic items must be securely packed using the original protective packaging or packaging that provides equivalent protection.
For voluntary returns outside any mandatory statutory withdrawal right, ZHIBAI Atelier cannot normally issue a refund for an item that has not been received.
If a customer-arranged return shipment is lost or damaged, the customer should submit a claim to the carrier or insurer selected by the customer. Where available, ZHIBAI Atelier will provide reasonable photographs or documents to assist with the claim.
Any reduction or refusal of a refund must be based on documented circumstances and actual loss and will apply only to the extent permitted by applicable law.
Where mandatory law provides different rules regarding proof that an item has been returned, those mandatory rules will apply.
5. RETURN COSTS, ORIGINAL SHIPPING, AND FREE-SHIPPING ORDERS
ZHIBAI Atelier does not charge a fixed restocking fee or return-handling fee for approved returns.
No fixed 15% restocking or handling fee will be deducted.
For voluntary change-of-mind returns:
- The customer is responsible for return shipping costs;
- The customer is responsible for the cost of any return-shipping insurance purchased;
- Original outbound shipping charges paid by the customer are generally non-refundable, except where applicable law requires the refund of standard delivery charges;
- Duties, taxes, customs charges, clearance fees, brokerage fees, and import charges that were not collected or retained by ZHIBAI Atelier are generally not refundable by us, except where applicable law requires otherwise.
If the original order qualified for free shipping, no separate or hidden outbound shipping amount will be deducted from the product refund solely because free shipping was provided.
For an eligible full-order statutory withdrawal in the United Kingdom, European Union, or another jurisdiction where applicable law requires the refund of standard outbound delivery charges, those charges will be refunded as required.
For partial change-of-mind returns, original outbound shipping charges are generally not refunded unless applicable law requires otherwise.
Where a return results from:
- An item arriving damaged;
- A faulty or defective product;
- An incorrect item being sent;
- A material difference from the product description;
- Another error for which ZHIBAI Atelier is responsible;
reasonable return shipping costs will be handled by ZHIBAI Atelier according to the approved resolution and applicable law.
6. FINAL SALE AND OTHER NON-RETURNABLE ITEMS
The following items are not eligible for voluntary change-of-mind returns or exchanges:
- Custom-made or clearly personalized items;
- Items clearly identified as Final Sale before purchase.
A Final Sale designation does not affect a customer’s mandatory rights where an item:
- Arrives damaged;
- Is faulty or defective;
- Is incorrect;
- Is materially different from its description;
- Is otherwise covered by applicable consumer law.
Where applicable law provides a cancellation, withdrawal, repair, replacement, refund, or other consumer right despite a Final Sale designation, that mandatory right will apply.
A handmade, limited, or one-of-a-kind item is not automatically treated as personalized or custom-made unless it was made or altered according to the customer’s individual specifications.
7. HANDMADE CERAMIC VARIATIONS
Many ZHIBAI Atelier products are handmade or hand-finished.
Minor variations may occur in:
- Shape;
- Dimensions;
- Glaze;
- Color;
- Texture;
- Brushwork;
- Kiln marks;
- Surface details.
These variations are natural characteristics of handmade ceramic work and are not automatically considered faults or quality issues.
Please review the product photographs, dimensions, descriptions, handmade-variation information, and included-item information before purchasing.
8. PACKAGING AND PRODUCT PRESENTATION
Gift-box colors, patterns, materials, and appearance details may vary.
Packaging shown on a product page is for reference unless the exact packaging is expressly identified as included with the product.
Tea-table props, books, branches, furniture, flowers, textiles, and other styling items shown in product photographs are not included unless they are expressly listed as included items.
9. REFUNDS
After receiving an approved return, we will inspect the item and notify the customer whether the refund has been approved.
Approved voluntary refunds are normally submitted to the original payment method within 10 calendar days after we receive and inspect the returned item.
Banks, card issuers, PayPal, and other payment providers may require additional time to post the refund to the customer’s account after it has been submitted.
Refunds will normally be issued to the original payment method unless the customer expressly agrees otherwise and applicable law permits.
For approved voluntary change-of-mind returns:
- No fixed 15% restocking fee will be deducted;
- No fixed return-handling fee will be deducted;
- Customer-paid return shipping is not reimbursed;
- Original outbound shipping charges are handled as described in Section 5;
- Any permitted reduction must relate to a documented actual loss in value or another amount lawfully non-refundable under this policy.
For an order that originally qualified for free shipping, no separate outbound shipping amount will be deducted solely because the order received free shipping.
Where a mandatory statutory cancellation or withdrawal right applies, the refund will be processed without unreasonable delay and within the deadline required by applicable law.
Where permitted by applicable law, we may withhold a statutory withdrawal refund until we receive the returned goods or valid evidence that the goods have been sent back.
10. CANCELLATIONS BEFORE DISPATCH
To request an order cancellation before dispatch, contact support@ysboc.com as soon as possible.
We cannot guarantee that an operational cancellation request will stop an order after it has entered preparation, packing, or dispatch.
If an unshipped order is successfully cancelled, the approved refund will be submitted to the original payment method.
If an order cannot be stopped before dispatch, the customer may still exercise any applicable statutory cancellation or withdrawal right after delivery, subject to the conditions, exceptions, and applicable law described in this policy.
11. HOW TO REQUEST A RETURN
To request a return:
1. Email support@ysboc.com;
2. Provide the order number and the item or items involved;
3. Explain whether the request concerns a change of mind, damage, a fault, an incorrect item, or another issue;
4. Provide the requested photographs and supporting information;
5. Wait for written return instructions before sending the item;
6. Use only the authorized return address provided in those instructions.
Please do not send a return to our registered business address or any other address unless customer support has expressly confirmed that address for the specific return.
12. CONTACT AND APPLICABLE RIGHTS
For damage, return, or refund questions, contact:
support@ysboc.com
Store Operator:
Dalian Yishi E-commerce Co., Ltd.
大连一十电子商务有限责任公司
Trading Brand:
ZHIBAI Atelier
This policy includes ZHIBAI Atelier’s voluntary commercial return terms.
If applicable law provides a longer cancellation, withdrawal, return, refund, repair, replacement, legal-guarantee, or consumer-guarantee right, the applicable mandatory legal requirement takes priority.
Nothing in this policy excludes, restricts, or limits any consumer right that cannot lawfully be excluded, restricted, or waived.