Return and Refund Policy

No Risk Guarantee

Should your item arrive broken we will replace it with the same item at no additional cost. It will be shipped to you as quickly as possible. Please phone 079 394 5054 or e-mail margaretmelvillehugo@ceramix.co.za so that arrangements can be made. Every attempt is made to ensure safe delivery through very careful packaging with two double walled boxes so breakages of our products in transit is a very rare occurrence. Please view our packaging procedure here and here.

I am not happy with my purchase, can I return it?

We handle returns on a case-by-case basis. We stand behind our goods and services and want our customers to be happy with them. We always do our best to take care of our customers needs - our philosophy is to deal with customers fairly and reasonably. We have long believed that if we treat our customers fairly and reasonably they will in return be fair with us. Shipping charges are for the customers account. Refunds are credited in the original form of payment. Please e-mail margaretmelvillehugo@ceramix.co.za so that arrangements can be made for your item to be returned.

    I have received my order, but it is not what I wanted, can I exchange it?
    Yes. We handle exchanges on a case-by-case basis. Should this not be what you want upon receipt please inform Ceramix that you would like to make an exchange. A small returns/exchange fee will be charged to facilitate the return.

    A guide line to the returns process is as follows:

    • Customer confirms their exchange order by providing their order number, and new item required
    • An invoice for the returns fee of R180, for major city centers or R250, for outlying areas; will be emailed to the customer (this is only to cover the courier costs for the collection/delivery of both items)
    • Once proof of payment and the returned item have been received, the new order will be packed and shipped to you.

     

    You may also return your purchase by hand to our premises at 118 Allan Road Glen Austin A/H Midrand. Please phone 079 394 5054 and make an appointment before you do so.

    RETURN ELIGIBILITY

    Items must be new, unbroken, unused to qualify for a refund or exchange.

    When returning our ceramic, please carefully pack your item in the same manner as you received it in to ensure it is not damaged in transit. All items must be returned by hand or via The Courier Guy. A refund will be applied once the goods have been returned and checked.


    All international sales are a final sale and cannot be returned or exchanged. With international sales we do not hold ourselves responsible for loss or damage once the goods leave our premises.