Refund policy

Policy Overview

Element Kilns wants every customer to feel confident when purchasing studio equipment from us. If an eligible item does not meet your needs, you may request a return or exchange within 30 days of delivery.

We do not charge restocking fees. Because kilns and related equipment require specialized handling, all returns and exchanges must be authorized before shipment.

Return and Exchange Eligibility

To qualify for a return or exchange, the item must be new, unused, and in its original packaging. All manuals, components, accessories, hardware, and other included materials must be returned with the product.

Items that have been installed, connected to power, fired, operated, modified, damaged after delivery, or returned without all original packaging and accessories are not eligible. Products must be packaged securely to prevent damage during return transit.

Return Window

Return or exchange requests must be submitted within 30 calendar days of confirmed delivery. Contact us promptly if you are considering a return so we can review the request and provide the correct instructions.

Return Shipping Responsibility

For customer-initiated returns, including ordering the wrong product or deciding the item is no longer needed, the customer is responsible for return shipping costs.

When available, Element Kilns can provide a prepaid return label or coordinate return freight. The cost of that return shipment will be deducted from the final refund. We do not add a restocking fee.

If you receive an incorrect, defective, or verified damaged item, Element Kilns will cover the applicable return and replacement shipping costs.

How to Start a Return or Exchange

Email sales@elementkilns.com with your order number, the item you wish to return or exchange, and the reason for the request.

Our team will review your request and provide a Return Merchandise Authorization, return destination, packaging requirements, and shipping instructions. Do not send an item back without authorization. Unauthorized returns may be delayed or refused because products may need to be routed to a specific supplier or service facility.

Damaged or Defective Items

Please inspect your order as soon as it arrives. Damage, defects, missing components, or incorrect products must be reported within 48 hours of delivery.

For freight deliveries, inspect the packaging and equipment before signing the delivery receipt. Note any visible damage on the receipt and take clear photographs of the packaging, shipping label, and affected areas. For UPS or FedEx deliveries, retain all original packaging and provide photographs when contacting us.

We will work with you to arrange an appropriate resolution, which may include replacement parts, an exchange, repair support, or a return at no cost to you.

Cancellations

Orders canceled before shipment are eligible for a full refund. Once an order has shipped, it can no longer be canceled and must follow the standard return process.

Please contact us immediately if you need to cancel. Although we will act quickly, we cannot guarantee that a cancellation request will be completed before fulfillment begins.

Refund Processing Time

Approved refunds are issued to the original payment method within seven business days after the returned item is received and inspected.

Your bank or card provider may require additional time to post the credit. Any prepaid return shipping cost for a customer-initiated return will be deducted from the refund.

Our Error vs. Customer-Initiated Returns

If Element Kilns or one of our suppliers sends the wrong item, or if a product arrives damaged or defective, we will cover the necessary shipping costs and help coordinate the resolution.

For returns based on preference, compatibility, size, or a change of plans, the customer is responsible for return transportation and ensuring the item arrives safely.

Exchanges Process

Approved exchanges are subject to product availability. For customer-initiated exchanges, the customer is responsible for both return shipping and shipment of the replacement item.

Once the original product is received and inspected, we will confirm the exchange and coordinate payment or refund of any price difference.