Return Policies
At LoTennant, we strive to ensure customer satisfaction with every ceramic piece we offer. Due to the artisanal and unique nature of our products, we kindly ask you to carefully review our refund policy.
1.- Returns
Since each ceramic piece is handmade by Lola Landa, we do not accept returns due to a change of mind, minor variations in size, color, or shape, as these characteristics are part of the charm of our artisanal products.
However, if the product you received is damaged or defective, you may request a refund or replacement under the following conditions.
2.- Damaged or Defective Products
If you receive a damaged or defective piece, please follow these steps:
Notification: You must notify LoTennant within 7 days of receiving the package.
- Proof of Damage: Send an email to lotennant@gmail.com with:
- Your order number.
- Clear photos of the damaged product and the packaging it arrived in.
- Review: We will review your request and, if applicable, offer you:
A full refund.
A replacement piece (subject to availability).
3.- Refunds
Once we approve your refund request:
Processing time: We will process the refund within 10 business days of approval.
Refund method: Refunds are issued via the same payment method you used for your purchase.
Shipping costs: In the case of defective or damaged products, we will cover the return shipping costs.
4.- Exceptions
Refunds will not be issued in the following cases:
Damage caused by improper handling by the customer.
Products in good condition that do not meet the customer’s expectations due to inherent variations of the artisanal process.
Requests made after the 7-day period following product receipt.
5.- Cancellations
Cancellations are only possible before the order has been shipped. Once the order has been processed and shipped, it cannot be canceled.
6.- Return Shipping
If we approve the return of a defective product, we will provide instructions for shipping. Please ensure that the product is properly packaged to avoid damage during the return transit. Shipping costs will be covered by LoTennant in these cases.