Return and Exchange Policy
In accordance with consumer protection laws, all purchases where the buyer cannot see the physical product — such as online purchases where only product photos are available — qualify for a "seven-day evaluation period." However, please note that this "evaluation period" is not a "trial period."
If the product you receive has defects or was sent in error, we will handle the return or exchange for you, with Joto covering the shipping costs. Rest assured, you can shop with confidence.
If you wish to return a product within seven days of purchase, we offer a return service as required by consumer protection laws. In this case, you are responsible for the return shipping cost. Please keep the original invoice and packaging intact, as the product must be returned without any damage. If the return affects the resale of the product, Joto reserves the right to refuse the refund according to the law.
Please note that the seven-day evaluation period for returns is a one-time service per order to prevent misuse. Thank you for your understanding.
◆ Important Notice: The evaluation period is not a trial period, and products are not available for trial use ◆
Defect Standards:
A defect includes any damage to the product or missing accessories caused by shipping, provided that the product has not been used and has not sustained damage from external forces.
Note: Since online purchases are inspected immediately upon arrival, please open and inspect the product within 24 hours of receiving it.
If you find any shipping damage, missing accessories, or product defects, please send photo evidence to our customer service email at info@9clay.com. Joto will arrange for a free replacement or send the missing accessories to you at no extra cost.
Situations Not Considered Product Defects:
Color Variation: Color differences are not considered a quality issue. Due to differences in display settings on various devices and between older and newer computers, slight color discrepancies may occur. Please consider this before purchasing if you have strict color requirements.
Ceramic Products: Due to the nature of the craft and the high-temperature firing process, ceramic items may sometimes show tiny pinholes, small black or white specks, or slight bumps. These minor characteristics do not affect the overall appearance and are common in daily-use items like those produced by Joto, which are not luxury goods. Please appreciate these items with a positive perspective, and consider this before purchasing if these details concern you.
Natural Materials: Small black spots may naturally appear due to the firing of natural materials. Please understand this as a characteristic of handmade products crafted from fired clay, not mass-produced industrial goods. Consider this before purchasing if these details are a concern.
Visual Perception Due to Photography Angles: Variations in angle during photography may cause slight visual discrepancies. Each product description includes precise measurements, so we recommend having a small ruler on hand when shopping to avoid relying solely on perceived size.
Situations Not Eligible for Return or Exchange:
1.Products with damaged or missing outer packaging, inner packaging, or accessories will not be eligible for return or exchange.
2.Products that have damage, wear, scratches, scuffs, stains, or incomplete packaging resulting from improper use, disassembly,
or other user-related factors, or that lack accessories and thus affect resale value, will not be accepted for return or exchange.
3.Returns or exchanges will not be accepted after seven days from the date of receipt.
4.The seven-day evaluation period return service is limited to one-time use per order to prevent misuse.
💗💗 Friendly Reminder 💗💗
👉 When returning or exchanging a product, we recommend recording a video of the packaging process to ensure the product’s condition and protect both parties’ rights.
👉 The product must be kept in its original packaging.
👉 The product must not be used. Used products cannot be returned, exchanged, or refunded.
👉 Returns or exchanges will not be accepted if the product’s condition affects its resale value.
💲 Important Refund Information 💲
👉 If the order was placed during a promotional period, and after the return, the remaining order amount no longer qualifies for the discount, the discount amount previously applied will be deducted from the refund amount.
