We want you to love every piece. This policy explains how returns, replacements and refunds work for orders placed on shopceronex.in, operated by Ceronex Kitchen & Living Private Limited.
Damaged, defective or wrong items
Despite careful packing, clay can occasionally break in transit. If your item arrives broken, cracked, defective or different from what you ordered:
- Email support@shopceronex.in within 48 hours of delivery with your order number and clear photos of the item and the packaging. An unboxing video helps us resolve it faster.
- We will confirm within one business day and, at your choice, send a free replacement or issue a full refund for the affected item, including any delivery charge paid on it.
- In most cases you will not need to send the broken item back. If we do need it, we arrange the pickup at our cost.
Change-of-mind returns
You may return most items within 7 days of delivery if they are unused, unwashed, unseasoned and in their original packaging. To start a return, email support@shopceronex.in with your order number and the items you want to return.
- We arrange a reverse pickup where available. A return shipping charge of ₹79 per order is deducted from the refund for change-of-mind returns; it is free if the return is due to our error.
- Once the item reaches us and passes inspection, we process the refund.
Items that cannot be returned for change of mind
- Cookware that has been seasoned or used on a flame, and any piece that has been used with food.
- Personalised or made-to-order items, such as nameplates, unless they arrive damaged or incorrect.
- Diyas and items bought in bulk or at a special quotation.
Natural variation is not a defect
Every piece is hand-made, so small differences in size (up to about 10%), colour, texture, minor surface marks and kiln marks are natural and are not treated as defects. Unglazed clay may also feel slightly damp on the outside when it holds water; this is how evaporative cooling works.
Refunds
| Paid online (UPI, card, net banking, wallet) | Refunded to the original payment method through Razorpay. We initiate it within 2 business days of approval; your bank usually credits it within 5–7 business days. |
|---|---|
| Cash on delivery | Refunded by bank transfer or UPI to an account you share with us, within 5–7 business days of approval. |
The COD handling fee is non-refundable, except where the return is due to our error. We will email you when your refund is initiated.
Contact
Email support@shopceronex.in. Registered office: Plot No. 31, Kh No. 20, Block-F, Milap Nagar, Uttam Nagar, New Delhi, West Delhi – 110059, Delhi, India.