Refund policy

☘️Once a customer has checked out and purchased an item, our Craftsmen and Artists kindly do not accept any cancellation nor return for hygiene purposes.

🌻Refund is only if: upon receipt, there is breakage noted of the ZiSha pot/cup upon unboxing the parcel and the inner box.  We have a one-day return policy, which means you have one day after receiving a broken item to request a refund.

🍵Also, if at any time, there is any pot cracking open, do contact us at realzisha@gmail.com .  [Chips or cracks from user's own accidental knocks during handling are, apologies, not covered to be fair to the Craftsmen.]
Our Craftsmen and Artists understand that each pot or cup is Fully-Handmade, Fully-Handcrafted, joined from separate clay slabs, crafted from high shrinkage 100% ZiSha clay; do empathise with them, that each pot availed passed QC by Craftsman Yi Xiao Ran our manager.  These are Fully-Handmade works using true high shrinkage YiXing ZiSha, the only kind in the world, and very very very rarely: there may be an air pocket trapped inside the clay not visible on the surface to the eye no matter how one inspect.  After repeated thermal shocks (if user does not warm the pot first, but subject one part to hot water suddenly), such an air pocket may expand multiple times and crack the pot open.  Let us know if such a situation arise, the Craftsman will personally replace with a new pot, or a similarly priced pot🥰🙏🏼🍵.  Yi-Lei and Dr Ian will foot the bill for you for the shipping too.  

Thermal shocks and cracking happen commonly for glassware and ceramics, especially during winter months.

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🌞To start a refund, you can contact us at realzisha@gmail.com. If your case is accepted, we’ll send you a return shipping label of the broken item, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  You can always contact us for any return for broken item, at realzisha@gmail.com.  Please remember it can take some time for your bank or credit card company activated by our Shopify intermediary, to process and post the refund to you.  Thank you!  All of us teammates here at RealZiSha will ensure you are happy🥰🍵🌞so that you can enjoy our tea journey together. 

Damages and issues
Very important: UPON reception, please use your phone camera to do a continuous video of the parcel ALL around, followed by placing your camera on a stand to film your unboxing process: cutting the tapes, taking out the pot box from within, taking out the pot from its dedicated box. Attach the video clip in cases of damage. Contact us immediately if the item is damaged, so that we can evaluate the issue and make it right. Upon receiving the parcel with broken items, customer need to send the parcel back to Realzisha within 7 days including the postage fee (Customer bear the cost initially, we will arrange a payment for your postal return). Upon us receiving the parcel RealZiSha will inspect the parcel and will refund the full cost including the postage fee if the pots were damaged due to transportation. Any broken item return initiated later than one day upon receiving will be subjected to management approval for the refund. We are pretty sure the pot will come intact due to our meticulous, tried and trusted way of packaging for shipping🌻🌞🌻