Refund policy

Returns & Refunds

Every Ezovia piece is made by hand, so small variations in glaze, tone and form are part of the character of the work rather than a defect. We want you to be happy with what you receive, and the terms below apply to both ezovia.us and our Annapolis store.

Return window

You may return most items within 30 days of delivery (for in-store purchases, 30 days from the date of purchase). To be eligible, an item must be unused, undamaged, and returned in its original packaging with all protective materials.

How to start a return

Email info@ezovia.us with your order number and, if the item arrived damaged, photographs of the piece and the outer box. We will reply with return instructions. Please do not ship anything back before you receive them — we cannot process unannounced returns.

Return shipping

For a change-of-mind return, return shipping is the customer's responsibility. Because ceramics are fragile, we ask that you reuse the original packaging and choose a tracked, insured service. Items that arrive back broken because they were not packed adequately cannot be refunded.

Damaged or incorrect items — we cover it

If a piece arrives broken, chipped, or is not what you ordered, that is on us. Contact us within 7 days of delivery with photographs and we will send a replacement or issue a full refund, including shipping, at no cost to you. We do not ask you to return a broken piece.

Refunds

Once your return arrives and passes inspection, we issue the refund to the original payment method within 5–10 business days. Depending on your bank or card issuer, it can take a further few days to appear on your statement. Original shipping charges are non-refundable on change-of-mind returns.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the piece you want. Because each piece is unique, we cannot hold stock against a pending return.

Purchases paid with Shop Pay Installments

Orders paid in installments cannot be modified or exchanged. They can only be refunded to the original payment method. If you bought in store using installments and need a different piece, we will process a full refund first and then ring up the new item as a separate sale.

Items we cannot accept

• Items returned more than 30 days after delivery or purchase
• Items that have been used, washed, displayed outdoors, or altered
• Items returned without their original packaging
• Gift cards
• Custom or commissioned pieces, where this was stated at the time of order

Questions

EZO GROUP LLC (trading as Ezovia)
234 Main St, Annapolis, MD 21401, United States
info@ezovia.us