All items are handcrafted from start to finish. Pieces may have subtle variations in shape and finish, so no piece is identical to another; therefore, you are acquiring an exclusive piece. The prices of the pieces include the IGV tax (18%), but not the shipping cost. You can preview both amounts in the details of your purchase. The national shipping cost is subject to the point of arrival and the size of the piece. For international shipments, the amount will be managed internally directly with the client. To do this, contact us. If you have problems with your purchase, write to us directly at +51 926 743 450. We will respond to you from 1 to 3 business days.

We strive to provide accurate and detailed descriptions of our products on the Website. However, we do not guarantee that the information is error free. If you have any questions about a product, we recommend that you contact us before making your purchase.

We guarantee that our products will conform to the description on the website upon delivery. However, we do not guarantee specific results derived from the use of our products. Polen Ceramic Studio will not be liable for indirect, incidental or consequential damages arising from the use of our products.

We accept payment methods specified on the website. By providing payment information, you warrant that you are authorized to use the payment method and that the information provided is accurate.

By making a purchase, you agree to receive communications related to your order, including purchase confirmations, status updates, and shipping notifications.

Product availability is subject to change without notice. We do not guarantee that a product will be available for purchase at all times. In the event that a product is not available after an order has been placed, we will contact you to provide alternative options.

Promotions, discounts or special offers may be subject to additional terms and conditions. These terms will be clearly stated on the website. We reserve the right to modify or terminate any promotion at any time without prior notice.

You are responsible for ensuring that the information provided when making a purchase is accurate and complete. We are not responsible for errors resulting from incorrect information provided by you.

Ownership of the products passes to you once we receive full payment and the products are delivered to the specified shipping address. The risk of loss of or damage to the products passes to you upon delivery.

You warrant that you are authorized to use the selected payment method and that the details you provide are accurate and complete. We reserve the right to reject any transaction if we suspect fraudulent or unauthorized activity.

We accept payments with credit and debit cards, including Visa, MasterCard and American Express. When making a card payment, be sure to provide accurate and up-to-date card information. In addition, we accept payments by bank transfer and PayPal. By selecting this option, we will provide you with the necessary bank details to complete the transaction.

Once you complete the purchase process, payment confirmation will be sent to the email address or contact number provided during the purchase process.

Your financial institution or payment service provider may apply additional charges, such as currency conversion fees or international transaction fees. You are responsible for verifying and understanding any additional charges associated with your payment method.

We do not store or have access to complete credit or debit card information. Payment data is processed through secure payment service providers and complies with industry security standards.

By using the payment methods accepted on our website, you acknowledge that you have read, understood and accepted this additional information in its entirety. If you do not agree with this information, we recommend that you do not make a purchase. If you have questions or concerns about payment methods, please do not hesitate to contact us through the information provided in the contact section of our website.

Product prices will be displayed in local currency. If you make a purchase using a different currency, your bank or payment service provider may apply currency conversion rates that are beyond our control.

To be eligible for an exchange or return, the product must be in its original condition, unused and in the same packaging in which it was received. Products that have been altered or have clearly been used are not eligible for exchanges or returns.

At Polen Ceramic Studio, we understand the importance of providing an accurate representation of our products through images. However, it is important to note that the photos provided on our website are for reference only. There may be minor differences between the actual product and the reference image, including, but not limited to, variations in color tone, texture, and ornamental details. We want to inform you that at Polen Ceramic Studio, we have a no-return policy for this reason. Since our products may have minor variations compared to the reference images and are subject to the conditions of use and customer care, we cannot accept returns based solely on minor differences from the visual representation.

In the case of returns, the shipping and administrative costs of the return will be the responsibility of the customer, unless the product is defective or has been received incorrectly due to our error.

All returned products will be inspected before any exchange or refund is processed. We reserve the right to refuse exchanges or refunds if the product does not meet our return conditions.

We will accept return requests within 24 hours from the date you received the product. After this period, we will not be able to process returns. It is important that you notify us of your intention to return a product within this time frame so that we can provide you with the proper instructions and ensure that the return process goes smoothly.

If the return or refund is accepted, we will issue a consumer voucher for the same amount paid for the returned product. This consumer voucher will be redeemable for future purchases on our website or physical store and will be valid for up to 1 calendar month from the date of issue.

If you wish to exchange a product for another of equal or greater value, please contact us within 03 days of receiving your order. We will contact you to coordinate the details of the change, including the availability of the desired product. If the product you want to exchange for has a higher value, you will be responsible for paying the difference, shipping costs and administrative costs. 

If at any time you have purchased a part at full price and it has been damaged as a result of an inadvertent incident or negligence, beyond repair, we cordially invite you to contact us via email. Please attach a picture of the damaged item along with the corresponding proof of payment. We will gladly provide you with a discount coupon valid for your future purchases at Polen Ceramic Studio.

If you believe you have received a defective or damaged product, please contact us within 24 hours of receiving your order. Please provide clear details and photographs to support your claim so that we can properly assess the situation.

To the maximum extent permitted by law, Polen Ceramic Studio shall not be liable for any indirect, incidental, consequential, punitive or special damages arising out of the use or inability to use our products or services.

Polen Ceramic Studio will not be responsible for damages or losses derived from improper use, abuse, unauthorized modification or negligence in handling our products.

Once your claim is received, we will carry out an appropriate evaluation to determine the responsibility and the most appropriate solution. We strive to resolve claims fairly and efficiently.

In the event that the item is damaged upon delivery, it will be evaluated for replacement, only if the claim is made within 24 hours of delivery. Otherwise, the claim will not be processed.

Use our products only for their intended purpose and in accordance with their specifications. Do not use the products in situations that may put their integrity at risk, or modify them in an unauthorized manner.

If a product is intended for food contact, follow the guidelines provided to ensure safety and hygiene. Wash and keep clean products intended for use with food.

Unless expressly stated otherwise, it can be considered safe to assume that all parts are suitable for both the dishwasher and the microwave. However, we suggest the preference for manual washing. 

Keep in mind that any piece made of glass or ceramic can easily break if exposed to thermal shock.

Pay attention to any warnings or cautions provided with the product. These warnings are provided to ensure your safety and the durability of the product.