Request a return within 30 days after your order is delivered.
Return eligibility
Email service@falquemi.com within 30 days after delivery with your order number, the item and the reason for return. For a change-of-mind return, the item must be unused, in its original condition and returned with its original packaging where available. Pack ceramics securely for transit. Keep your purchase record. These conditions do not restrict remedies for faulty goods under applicable law.
How to request a return
- Email the request before shipping anything back.
- Wait for our return reference and packing instructions.
- Send the item to the address below using a service with proof of posting; tracking is recommended.
- Keep the shipment receipt until the case is resolved.
Return address
Chengdu Kebiman Technology Co., Ltd.
1st Floor, No. 548 Gaopeng West Road, Wuhou District, Chengdu City, Sichuan Province, China
This is our default return address. Include the approved return reference. Returns may cross borders; consider postage and customs requirements before sending. Do not send returns to the Shopify business address in Hong Kong unless we provide a specific instruction for your case.
Who pays return postage?
For personal-preference or change-of-mind returns, the buyer pays the return shipping costs. Original shipping charges are normally not refundable for these returns, except where law requires otherwise. For damaged, defective or incorrectly supplied goods, contact us first so we can review the issue and arrange the appropriate remedy and postage responsibility.
Damage, defects and incorrect items
Send photos of the product and packaging together with your order number as soon as you notice the problem. Never use chipped, cracked or otherwise damaged ceramics. We assess refund, replacement or another appropriate resolution based on the circumstances and mandatory consumer protections. No arbitrary notice period removes your legal rights.
Inspection and refunds
After we receive a return, we inspect it and process an approved refund within 10 business days. Approved refunds go to the original payment method. Your bank or payment provider may take additional time to post the funds. We will explain any decision affecting the refund rather than applying an undisclosed fee.
Exchanges and cancellations
For an exchange, email us so we can confirm availability and the best return-and-reorder route. For cancellation, contact us promptly; we can attempt it before dispatch but cannot guarantee cancellation once shipping begins. A dispatched order follows this return policy.
Your statutory rights
This policy supplements rights that cannot be excluded under the law applicable to you. It does not remove rights relating to faulty, misdescribed or undelivered goods.