Refund policy

Each AKANENDO piece is individually made by hand, and many works are one of a kind. Please review all photographs, dimensions, and product details carefully before purchasing. If you have questions about a piece, please contact us before placing your order.

Returns

We accept returns of eligible orders when requested within 7 calendar days of delivery. We do not offer exchanges.

To request a return, please contact hi@akanendo.com with your order number. Do not return an item without receiving authorization and return instructions from AKANENDO.

Under our voluntary return policy, returned pieces must be unused, unwashed, and in their original condition and packaging. They must not have been used with or exposed to food, liquids, oils, wax, incense, smoke, cleaning products, or other substances that may affect the surface.

Because unglazed and light-colored clay surfaces can readily take on marks, oils, pigments, stains, and odors, pieces showing evidence of use, residue, marking, staining, odor, scratching, or other surface change are not eligible under our voluntary return policy.

Customers are responsible for return shipping and must use a trackable, insured service. Unless applicable law requires a longer period, authorized returns must be shipped within 7 calendar days of approval. AKANENDO is not responsible for returns that are lost or damaged in transit.

Returned pieces will be inspected upon arrival. Items that arrive used, altered, damaged, inadequately packaged, or otherwise outside the conditions above will not be eligible for a refund under our voluntary return policy.

Commissioned or personalized pieces, and made-to-order pieces produced to the customer’s specifications, cannot be returned for change of mind, except where applicable law requires otherwise.

This policy does not limit your rights if an item arrives damaged, contains a material defect, or differs materially from your order.

Damaged Orders

Every piece is inspected and packed carefully before leaving our Los Angeles studio. If your order arrives damaged, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • A photograph of the entire piece

  • Clear photographs of the damage

  • Photographs of the shipping box from all sides

  • A photograph of the shipping label

  • Photographs of all interior packaging

Please keep the damaged piece and all original packaging until the claim has been resolved. Do not return, use, repair, or dispose of the piece or packaging unless instructed to do so.

Prompt reporting allows us to document the shipment and submit any applicable claim with the carrier. Delayed or incomplete reports may limit our ability to verify that the damage occurred during shipping.

Once the damage has been verified, we will provide an appropriate remedy. Depending on the circumstances, this may be a refund or a replacement when a comparable piece is available. Because many pieces are one of a kind, an exact replacement cannot be guaranteed.

Defective or Incorrect Items

Please contact us promptly if you receive the wrong item or believe your piece has a material defect.

A material defect is a structural or functional issue that makes the piece unsafe or prevents it from performing the use specifically described on the product page. It does not include normal characteristics of handmade ceramics or features that were accurately photographed or described before purchase.

If AKANENDO sent the wrong item or confirms a material defect, we will provide return instructions and cover any required return shipping. Do not send an item back without contacting us first.

Handmade Variations

Each piece is individually made by hand. Subtle variations and evidence of the making process are expected and are not considered defects.

These may include variations in:

  • Form, dimensions, and weight

  • Clay and glaze color

  • Glaze movement, pooling, thickness, and coverage

  • Surface texture

  • Throwing lines and tool marks

  • Iron spotting

  • Pinholes and other minor surface irregularities

  • Crazing when visible or disclosed

  • Unglazed surfaces

  • Appearance under different lighting or screen settings

Individually listed pieces will be represented by photographs of the actual item whenever stated on the product page. Please review the complete listing before purchasing.

This section does not exclude genuine cracks, unsafe sharp edges, significant undisclosed damage, instability, or structural problems that prevent the piece from performing its described use.

Damage After Delivery

AKANENDO is not responsible for damage caused after delivery by use, mishandling, dropping, improper care, repair attempts, or failure to follow the care instructions provided with the product.

AKANENDO is not responsible for damage that occurs during customer-arranged forwarding, reshipping, or transportation after the order has been delivered to the address provided at checkout.

Refunds

Approved refunds will be issued to the original payment method after the returned piece has been received and inspected. Processing times may vary depending on the bank or payment provider.

Original shipping charges are nonrefundable for change-of-mind returns, except where applicable law requires otherwise. If an item arrives damaged, contains a confirmed material defect, or AKANENDO sent the wrong item, we will provide an appropriate remedy in accordance with the sections above.

Mandatory Consumer Rights

Nothing in this policy limits any mandatory consumer rights provided by the laws applicable to your purchase. Where applicable law provides a longer cancellation or return period, permits reasonable inspection of an item, or requires different treatment of shipping costs or refunds, those requirements will apply.