Return Policy

Return Policy | Return & Exchange Guidelines and Instructions

Thank you for choosing Boywithgirl handcrafted clay art pieces. We understand that every handmade object carries your expectations for unique aesthetics. To protect your shopping rights while ensuring a fair, efficient, and transparent return and exchange process, we have formulated the following policy based on the nature of our products. Please read carefully before initiating any return or exchange.

I. Conditions for Return or Exchange

We recognize that handmade works may possess subtle characteristics that differ from mass-produced industrial goods. Nevertheless, we take your satisfaction seriously. You may apply for a return or exchange under the following circumstances:

1. Functional damage to the product
If the vase you received exhibits structural damage such as visible cracks, fractures, or holes that affect its intended use, and such damage was present upon unboxing, please contact us via email within 48 hours of signing for delivery. Attach multiple clear photos of the damaged area from different angles, as well as photos of the outer packaging. We will arrange a replacement or full refund based on the actual situation.

2. Significant mismatch with the order
If the piece you received differs noticeably in shape, size, or glaze color from the style you confirmed at the time of ordering (for example, an incorrect dog pose or color was sent), we take full responsibility and will arrange a free replacement, including covering all return shipping costs.

3. Non-handmade manufacturing defects
We respect the fingerprints, slight asymmetries, and natural glaze flows inherent to handmade pieces—these are precisely what give each work its vitality. However, if the surface of the product exhibits unintended defects caused by firing errors—such as peeling glaze, burst bubbles, or embedded foreign matter—that significantly affect its overall appearance, you may apply for a return or exchange within 7 days of signing for delivery.

4. Change-of-mind returns (applied with caution)
Because all our products are handmade and therefore unique, and belong to the fragile ceramic category, we do not generally offer a "change-of-mind return" policy. However, if you genuinely find that the product does not meet your expectations (for instance, due to size miscalculation or color dissatisfaction), and the product remains unused with its packaging and all accessories intact, you may submit an application within 7 days of signing for delivery. Such returns require you to bear all round-trip shipping costs, plus a 15% restocking fee (to cover inspection, cleaning, and re-shelving costs after unsealing). This fee will be deducted from your refund amount.

II. Non-Returnable Circumstances

To protect the rights of all consumers, returns or exchanges will not be accepted under the following circumstances:

• The product has been used, had flowers inserted, or been modified in any way (including but not limited to washing, painting, or attaching objects);

• Damage caused by improper personal use or accidental dropping;

• The outer packaging or any accompanying accessories (such as brand cards, protective padding, etc.) are missing or severely damaged;

• The time limits specified in the above clauses have been exceeded;

• Minor surface scratches or dust from transit due to force majeure (handmade pieces inevitably experience slight friction marks during long-distance shipping; these do not affect overall aesthetics and are not considered quality issues);

• Clearance or items explicitly labeled as "slightly flawed" or "imperfect" (if such items are offered, your purchase signifies your acknowledgment and acceptance of their imperfect condition).

III. Return Process Instructions

If you confirm that your situation meets the above return or exchange conditions, please follow these steps strictly to ensure your application is processed promptly and accurately:

Step 1: Submit Your Application
Send an email from the address you used for your order to customer@boywithgirl.com, with the subject line in the following format: "Return/Exchange Request + Order Number". In the email body, clearly state the reason for your return or exchange and attach the following materials:

• Clear photos of the damaged or defective area (at least 2 photos from different angles);

• Complete photos of all six sides of the shipping carton (to help us trace logistics issues);

• Your order number and the name of the purchaser.

Step 2: Await Review
Our customer service team will review your application within 2 business days of receiving your email and will reply with the review results. Upon approval, we will send you a "Return/Exchange Authorization Confirmation" via email, which will include the return address and the required format for noting your return tracking number. Please wait for this authorization before shipping your return. Unauthorized returns cannot be processed.

Step 3: Pack Carefully for Return
Please use the original packaging materials (or equivalent protective materials) to securely wrap the product, ensuring that the vase does not shift or collide during return shipping. Proper packaging is critical for fragile items. Any secondary damage caused by inadequate return packaging will be your responsibility, and we will not be able to process the return or exchange in such cases.

Step 4: Ship Back and Notify Tracking Number
Please choose a trackable shipping service to send your package back (we do not designate a specific carrier, but we recommend purchasing shipping insurance). After shipping, please reply to our email at customer@boywithgirl.com with the tracking number and carrier name so that we can monitor the delivery status.

Step 5: Inspection and Processing
Upon receiving your return, our workshop will complete the inspection within 3 business days. After confirming that the product meets the return or exchange conditions, we will proceed as follows:

• Exchange: We will remake the same piece for you. Due to the handmade production cycle, the replacement shipment will take approximately 10-15 business days. We will notify you of the new tracking number via email.

• Refund: The refund will be issued to the bank account or credit card account you used for payment (the actual arrival time depends on the processing speed of the issuing bank, typically 3-10 business days). All refunds are processed through bank transfer channels and do not involve any third-party electronic payment tools.

IV. Shipping Cost Responsibilities

• For returns or exchanges caused by our responsibility (e.g., product damage, incorrect shipment), we will bear all round-trip shipping costs (please pay upfront; we will reimburse you along with your refund or replacement package, or via bank transfer).

• For returns due to personal preference (change-of-mind returns), you are responsible for all round-trip shipping costs as well as the 15% restocking fee.

• If, after an exchange, the replacement product again has issues caused by us (e.g., another incorrect shipment), we will waive all shipping costs and prioritize your case.

V. Special Notes

• All our pieces are handmade. Slight size variations (within ±0.5cm) or subtle glaze shade differences may occur between batches. These are natural characteristics of handmade craftsmanship and do not constitute quality issues. Please be aware of this before purchasing.

• Ceramics are fragile items. We use professional shock-proof packaging when shipping. If you notice severe compression or damage to the outer packaging, we recommend inspecting the contents in front of the delivery courier and taking photos as evidence. This will help us process your after-sales request more quickly.

• All return and exchange communications are conducted via email. Please ensure that the email address you provide is valid and capable of receiving messages. We do not handle after-sales matters through instant messaging apps or social media platforms, to ensure information security and traceability.

We always treat every piece and every customer with sincerity. Though returns and exchanges are situations we prefer to avoid, should they occur, we will resolve them with the utmost responsibility and the clearest procedures. Thank you for your understanding and cooperation.