Refund policy

 

The Circle of Harmony: Our Return & Refund Commitment

At GORRAH, we believe every artisanal piece should find its destined sanctuary. Our policy is designed to honor the sacred bond between the collector and the craft while ensuring a balanced and harmonious experience.

1. The Grace Period (Return Window)

  • Arrival in Harmony: If your piece arrives with a soul-breaking defect or damage, please contact us within 7 days of receipt with photographic evidence for a full refund or a complimentary replacement.

  • Personal Reflection: For returns initiated by personal preference, we offer a 30-day window to begin the return process.

2. The State of Purity (Eligibility) To be eligible for a return, your GORRAH piece must be unused, in the same pristine condition as received, and nestled within its original protective sanctuary (packaging). As these are artisanal water vessels, once the "Awakening Ritual" (first use with water) has begun, the piece is considered part of your personal journey and is no longer eligible for return.

3. Initiating the Circle (How to Start) To begin a return, please reach out to our curators via email at zhao@gorrah.com or through a direct message on Instagram (@mystic_gourd_crafts/). We pledge to respond to your request and provide guidance within 24 hours.

4. The Path of Return (Shipping Costs)

  • For returns due to personal preference, the collector is responsible for the safe passage (shipping costs) and insurance of the returned piece back to our atelier.

  • In cases of verified damage or defects, GORRAH will facilitate the return path.

5. Restoration of Balance (Compensation & Damage) In rare cases of arrival damage, we prefer a personal dialogue to find the most harmonious resolution. This may include a negotiated partial compensation or the creation and shipment of a new unique piece, depending on the collector's wish.

6. Beyond the Circle (Exclusions) Please note that Custom Commissions, pieces with man-made damage, or the natural evolution and aging of the botanical material and urushi lacquer are beyond the scope of our return policy. These variations are the breath of the living material.

7. The Balance Restored (Refund Timing) Once your returned piece is safely back in our care and inspected, your refund will be processed within 7 business days. Please understand that individual banking institutions may require additional time to reflect the restored balance in your account.