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REFUND POLICY

Refund & Return Policy

At HENAUZ, every lighting piece and object is handcrafted and produced in small batches or made to order. Variations in texture, color, and finish are an intentional part of our process and reflect the character of the material and the hand of the maker.

By placing an order, you acknowledge and agree to the following policy.

Order Cancellations:

Within 48 Hours
Orders may be cancelled within 48 hours of purchase for a full refund to the original payment method.

After 48 Hours
After 48 hours, production planning, material sourcing, and fabrication may have already begun.
Orders cancelled after this period but before production is substantially completed are eligible for a 50% refund, with the remaining amount retained to cover materials, labor, and administrative costs already incurred.

Once Production Has Begun
Once a piece has entered production or has been completed, orders cannot be cancelled or refunded.
Because every HENAUZ piece is handcrafted specifically for each customer, we are unable to restock or resell most items.

Returns
Due to the made-to-order nature of our collection, we do not accept returns for change of mind, design preference, or minor natural variations in handcrafted pieces.
Each ceramic object is unique. Differences in clay texture, glaze movement, tone, small irregularities, and handmade marks are intentional characteristics and are not considered defects.

Damaged or Defective Items
If your order arrives damaged or you believe it has a manufacturing defect, please contact us within 48 hours of delivery at:
studio@henauz.com
Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the original packaging

We may request additional information to evaluate the claim.
If HENAUZ determines that the product has a manufacturing defect or was damaged before delivery, we will, at our discretion:

  • repair the product,

  • replace the product with the same or a substantially similar item, or

  • Issue a full or partial refund if repair or replacement is not reasonably possible.

Normal wear, accidental damage, improper installation, misuse, exposure to moisture, modifications, or damage caused during handling after delivery are not covered.

Custom & Commissioned Pieces
All commissioned, personalized, custom-sized, or specially finished pieces are final sale.
These orders cannot be cancelled, returned, or exchanged once production has begun, except in the event of a verified manufacturing defect.

Exchanges
We do not offer direct exchanges.
If a product qualifies under our damaged or defective item policy, we will determine whether repair or replacement is the most appropriate solution.

Shipping Costs
Original shipping charges are non-refundable unless the return is the result of a verified manufacturing defect or an error by HENAUZ.
Customers are responsible for any return shipping costs unless otherwise agreed in writing.

Natural Materials
HENAUZ works with ceramic, stone, metal, leather, wood, and other natural materials.
Subtle variations in color, texture, dimensions, surface markings, glaze movement, and handcrafted details are inherent to the making process and contribute to the individuality of every piece. These characteristics are expected and are not grounds for return or refund.

Contact
For any questions regarding an order or this policy, please contact:
HENAUZ
studio@henauz.com
Washington, D.C., USA

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