What we replace, what we refund, and what is simply the glaze.

BATCH 01

The 14-day window

The window opens on the day the parcel is delivered, not the day it is shipped. It runs for 14 calendar days. Ware comes back unused, in its original wrap, with no table marks, no dishwasher cycles and no food residue. Send the SKU, the invoice number and a photograph first; we issue a return number within 2 working days. Do not post a parcel back before you have that number, because an unmarked return cannot be matched to your order and may be refused at the door.

BATCH 02

What counts as a fault

A fault is a piece that fails at what a plate, bowl, mug or baker is for. We replace it and we cover the freight:

• It leaks or weeps through the body.
• The glaze crazes through to the clay, so the body is exposed to food.
• The food-contact surface is chipped, cracked or has an exposed sharp speck.
• The foot wobbles so the piece rocks on a flat stone counter.
• A pulled handle separates from the wall, or a lid does not seat.
• It fails within 12 months through crazing-through in normal use.

BATCH 03

What is not a fault

Reactive glaze is supposed to move. None of the following is a defect, and none of it is grounds for a refund:

• Colour drift between two pieces from the same batch — a cream rim here, a darker pool there.
• Speckling, iron spots, or the fine orange-peel surface of a reactive glaze.
• Pinholes under about 1 mm that do not expose the body.
• A size difference of roughly ±3 mm on a plate, ±5 mm on a 36 cm platter, or about 5% on capacity.
• Surface crazing that stays in the glaze layer and does not reach the body.
• Cutlery marks on a satin glaze, or an unglazed foot darkening with oil and use.

BATCH 04

If the parcel arrives broken

Photograph the carton before you unpack it fully — the outside, the label, and the damage as you find it. Keep every piece of packaging, including the foam cradles and the outer carton, until the claim is closed; a carrier will ask for it. Send the photographs with the order number the same day. We cover that freight: you pay nothing to receive the replacement, and we do not ask you to ship broken ware back. Replacements of in-stock pieces usually leave Hong Kong within 3 working days of approval.

BATCH 05

How to start a return

1. Email PENGSHI1939@outlook.com with the SKU, the invoice number, the reason and photographs.
2. We reply within 2 working days with a return number and packing instructions.
3. Repack in the original carton and cradles, write the return number on the outside, and ship it tracked.
4. Send us the tracking reference the day it leaves.

Return address: PENGSHI TRADE LIMITED, ROOM 2M11, 10/F, WAH WAN INDUSTRIAL BUILDING, TUEN MUN, HONG KONG. That is our registered office, and it is the only address we authorise for returns.

BATCH 06

Who pays the freight

If the piece is faulty, or it was broken in transit, we pay both the return freight and the outbound freight on the replacement. If you changed your mind, you pay the return freight and we refund the price of the ware; the original outbound freight is refunded only where the whole order is faulty or the law says otherwise. Customs duty and import taxes already paid to your own authorities are not refundable by us — claim those from your customs authority. We never charge a restocking fee, and we do not deduct for opening a carton.

BATCH 07

Refunds

Once the ware reaches us and passes inspection, we refund within 10 working days. The refund goes back to the original payment method — the same bank account or transfer route the invoice was settled from — and we send you a credit note by email. If the piece arrives back broken because it was packed loosely, we may make a fair deduction for the loss, and we will tell you before we do it. If the return is a replacement rather than a refund, we ship the new piece as soon as the return number is issued where stock allows.

BATCH 08

Exchanges and batch matching

An exchange is treated as a return plus a new order. Where stock allows, we match the replacement to the same kiln batch as your original pieces, so a set stays visually coherent; if that batch is finished, we tell you what the next firing looks like before you commit. Tell us in the first email whether you want a same-batch match or an immediate replacement from the current shelf. We do not hold a batch open indefinitely: a reserved piece is held for 10 working days from the return number, then returned to stock.

BATCH 09

Warranty is not a return

The 14-day window is for a change of mind. The 12-month cover is different: if a piece crazes through to the body, leaks, or loses its food-contact surface in normal use within 12 months of delivery, we replace it. Normal use means dishwasher, microwave, and oven to 220 °C as the product page states. It does not mean a direct flame, a freezer-to-hot-oven shock, a hob, a grill, or a drop onto stone. We may ask for photographs and the batch stamp before we agree a warranty replacement.

BATCH 10

Custom and made-to-order batches

A bespoke glaze colour, a custom size, or a kiln run fired to your specification cannot be resold, so it is not covered by the 14-day change-of-mind window. A fault in a bespoke piece is still our problem: it is replaced or refunded under the same rules as stock ware, including the 12-month cover against crazing-through. We confirm the exact colour and dimensions in writing before firing, and we send photographs of the first three pieces from the run for approval before the rest of the batch is packed.

BATCH 11

Cooling-off, and customs returns

Private buyers in the EU and the UK keep their statutory 14-day cooling-off right, counted from delivery, in addition to this policy; you pay return freight unless the piece is faulty, and the ware must come back unused. If a parcel is refused at customs or returned to us because duty was not paid, we contact you for instructions. We can re-consign it at your cost, or refund the ware less the outbound freight and any charges the carrier billed us. Ware held in bond is stored for 30 days, then treated as abandoned.