Refund policy
Each piece from The Phoenix Kiln is one-of-one, individually photographed and documented. Exchanges are not offered.
First-Time Purchase Guarantee
Your first purchase is eligible for a complimentary return, allowing you to experience an authentic Jian Zhan piece in hand before making a long-term decision.
Return shipping for the first purchase will be covered by us.
Returns must be requested within 14 days of delivery. Items must be unused and returned with original packaging and all included materials.
This policy applies within the contiguous United States.
Domestic Returns (Contiguous U.S.)
For all subsequent purchases:
• Returns are accepted within 14 days of delivery
• Items must be unused and complete with original packaging and materials
• Return shipping is the responsibility of the customer
• A 15% restocking fee applies
International Returns
(Including Hawaii, Alaska, Puerto Rico, Guam, U.S. Virgin Islands, American Samoa)
• Returns are accepted within 14 days of delivery
• Customers are responsible for return shipping, duties, and taxes
• A 15% restocking fee applies
• Duties and import taxes are non-refundable
Damaged or Incorrect Items
If an item arrives damaged or incorrect, you may choose one of the following:
- A replacement piece of similar size, form, and quality, subject to availability
- A full refund to the original payment method
Because each piece is one-of-one, identical replacements are not possible.
Please report any issues within 48 hours of delivery and include photos.
Return Conditions
Returns must include all original packaging, certificates, and accompanying materials.
Items that are used, incomplete, or damaged are not eligible for return.
Missing components may result in a deduction from the refund.
How to Start a Return
To initiate a return, please email support@phoenixkiln.com within 14 days of delivery.
Refunds are issued after inspection of the returned item.