Return & Exchange Policy

Last Updated: August 2025

1. Return Window

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return eligible items within 30 days of delivery for a refund or exchange.

The return window begins on the date your order is delivered, as confirmed by the carrier's tracking information.

2. Eligibility Requirements

To be eligible for a return, items must meet the following conditions:

• Item is unused, unwashed, and undamaged
• Item is in its original packaging with all tags and labels attached
• Item is free from any signs of wear, alteration, or personalization
• You have the original order confirmation or receipt

3. Non-Returnable Items

The following items cannot be returned or exchanged:

• Items that have been used, washed, or altered
• Items without original packaging or tags
• Gift cards
• Clearance or final-sale items (marked as "Final Sale" on the product page)
• Personalized or custom-made items
• Items purchased more than 30 days ago

4. How to Start a Return

Follow these steps to initiate a return:

1. Contact us — Email us at info@hockcrockery.com or call +1 (928) 978-1172 with your order number and reason for return
2. Receive authorization — We will review your request and provide a Return Merchandise Authorization (RMA) number and return shipping instructions within 1–2 business days
3. Package your item — Securely pack the item in its original packaging. Write the RMA number on the outside of the package
4. Ship the item — Send the item to the return address provided. We recommend using a trackable shipping method

Important: Returns sent without an RMA number may be refused or delayed in processing.

5. Return Shipping Costs

• Damaged or defective items: We cover return shipping costs. A prepaid shipping label will be provided
• Change of mind: The customer is responsible for return shipping costs. We recommend using a trackable shipping service
• Wrong item received: We cover return shipping costs and will ship the correct item at no additional charge

6. Refund Process

Once we receive and inspect your returned item:

1. Inspection — We will inspect the item within 2–3 business days of receipt
2. Approval — You will receive an email notification confirming your refund has been approved
3. Refund issued — The refund will be processed to your original payment method within 3–5 business days of approval
4. Bank processing — Please allow an additional 5–10 business days for the refund to appear on your bank or credit card statement

Refunds include the full purchase price of the item. Original shipping charges are non-refundable unless the return is due to our error.

7. Exchanges

We offer exchanges for items of equal value. To request an exchange:

1. Contact us with your order number and the item you'd like to exchange
2. We will confirm availability of the replacement item
3. Follow the return process above to send back the original item
4. Once we receive the returned item, we will ship the replacement within 1–3 business days

If the replacement item is of higher value, you will be charged the difference. If lower, the difference will be refunded to your original payment method.

8. Damaged or Defective Items

If your item arrives damaged or defective:

1. Contact us within 48 hours of delivery
2. Provide photos of the damaged/defective item and packaging
3. We will arrange a free replacement or issue a full refund — your choice
4. A prepaid return label will be provided for the damaged item

You do not need to wait for the damaged item to be returned before receiving a replacement in most cases.

9. Order Cancellation

You may cancel your order before it ships for a full refund. Contact us as soon as possible at info@hockcrockery.com or +1 (928) 978-1172. Once an order has been shipped, it cannot be canceled and must be returned through the standard return process.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank or credit card statement again
2. Contact your bank or card issuer — there is often a processing delay
3. Contact your credit card company — some transactions may not appear immediately
4. If you've done all of the above and still have not received your refund, contact us at info@hockcrockery.com

11. Contact Us

For any return or exchange questions, please contact us:

We aim to respond to all inquiries within 24 hours.