Return, Refund & Exchange Policy

We want you to love what you receive. If something isn't right, here is exactly how returns, refunds and exchanges work. Questions? Email support@marichyai.com with your order number. We reply within 1 business day.

1. Who this applies to

  • Online orders from marichyai.com. We ship only to the 48 contiguous U.S. states and Washington, D.C.
  • Purchases made at our Woodstock, NY shop follow the same terms, with your receipt. Online orders may also be returned in person at the shop.

2. Cancelling an order

  • To cancel, email support@marichyai.com within 24 hours of placing your order and before it ships. If your order has already shipped, you can still return it under section 3.
  • Please double-check your shipping address before you pay. We can't guarantee address changes once an order is being processed.

3. Change-of-mind returns

  • Window: email us within 7 calendar days of delivery to request a return.
  • Ship it back within 7 days of receiving our return instructions.
  • Condition: unused, unworn, unwashed and unaltered, with original tags, accessories and packaging, plus your order number or receipt.
  • Packing: pack securely — for pottery, please reuse the original protective packaging. Use a trackable, insured shipping service. We can't refund a change-of-mind return that arrives broken because it was not packed securely.
  • Cost: you pay return shipping, and the original shipping charge (including any $29 Express upgrade) is not refunded, unless the law requires otherwise. This applies only to change-of-mind returns. If the problem is our fault, see sections 7 and 9.
  • Where to send it: only to the address in our return instructions. Please don't use the address on the packing slip, and don't drop a return off at the shop without arranging it with us first. Returns sent without approval may be refused.

4. Final-sale items

The following can't be returned for change of mind, but are fully covered if they arrive damaged, defective or incorrect:

  • Pierced earrings and other hygiene-sensitive items
  • Customized, personalized or made-to-order pieces, and items clearly marked Final Sale
  • Gift cards
  • Items damaged through misuse, improper care or normal wear

5. Refunds

  • Timing: refunds go back to your original payment method. Once we receive and inspect your return, we issue the refund within 7 days and email you a confirmation.
  • Cards, Apple Pay, Google Pay and Shop Pay: the refund goes to the card used for the purchase (Visa, Mastercard, American Express, Discover or Diners Club). Banks usually post it within 5–10 business days.
  • PayPal: the refund goes back to your PayPal account, usually within a few business days.
  • Shop Pay Installments: the refund reduces or cancels your remaining installments, and any installment payments you have already made are refunded.
  • Same account only: we can't refund to a different card or account, or issue cash refunds for online orders.
  • What is refunded — change of mind: the price of the returned item(s) only. Original shipping, including any $29 Express upgrade, is never refunded, and return shipping is your cost (see section 3).
  • Used or damaged returns: if a returned item shows use or damage that wasn't there when we shipped it, we'll email you photos before deciding. We may then reduce the refund by the documented loss in value, or send the item back to you, where the law allows.
  • What is refunded — our fault: if we sent the wrong item, it was damaged in transit, or it is defective or not as described, we refund the full amount, including original shipping and any Express upgrade, and we cover the return shipping.

6. Exchanges

  • Exchanges depend on stock. Many pieces are one-of-a-kind or made in small batches, so the fastest way is usually to return the item (section 3) and place a new order.
  • If we can do a direct exchange, you pay the shipping to send the original back, and we ship the new item free by standard shipping. This applies to the first exchange on an order; for any further exchange, you pay the shipping.

7. Damaged in transit

  • Please open fragile parcels carefully and check your order as soon as it arrives.
  • Email support@marichyai.com within 3 calendar days of delivery with your order number, a short description and photos of the item, the inner packaging, the outer box and the shipping label. This is the deadline for telling us about the damage, not for returning anything.
  • Keep the item and all packaging until we've reviewed your case, and don't send anything back unless we ask.
  • Once we confirm the damage, we'll send a replacement or refund the full amount, including original shipping. In most cases your photos are all we need and you won't have to return the item. If we do need it back, we'll send you a prepaid return label.
  • If more than 3 days have passed, contact us anyway. We review each case individually, and this deadline does not limit your rights under applicable law.

8. Lost or not-received packages

  • Package lost, or marked delivered but not received? Contact us within 7 days of the tracking status updating.
  • We'll file a claim with the carrier and send a replacement or a refund.

9. Wrong, defective or not-as-described items & One-Year Limited Warranty

  • Received the wrong item, or an item that is defective or not as described? Contact us as soon as you notice. We'll send a replacement or refund the full amount, including original shipping, and cover any U.S. return shipping.
  • Our handmade goods carry a One-Year Limited Warranty against manufacturing defects that appear during normal household use. If a covered defect appears within one year of purchase, we'll repair, replace or refund the item, at our choice, and cover U.S. shipping.
  • The warranty does not cover drops or impacts, improper use or care (see Care Instructions), normal wear, or handmade variations that don't affect function.

10. Handmade and natural variation

  • Our pieces are made by hand from natural materials. Small differences in shape, size, weight, capacity, surface, glaze, color, weave, fiber, stone color and pattern are part of each piece's character.
  • All measurements on our product pages, including capacity, are approximate. Pottery capacity is measured filled to the brim; because each vessel is hand-built, it can vary noticeably from piece to piece. Where we know the typical range, we list it.
  • Variations within what we describe on the product page are not defects. If an item is damaged, clearly different from its description or not the item you ordered, section 7 or 9 applies.
  • Natural variation does not count as shipping damage, and it isn't a reason for us to cover return shipping. Our 7-day change-of-mind return still applies.

11. How to start a return

  1. Email support@marichyai.com with your order number, the item(s) and the reason (photos help).
  2. We'll reply within 1 business day with the return address and instructions.
  3. Pack the item securely in its original packaging and ship it with a trackable service within 7 days.
  4. We'll email you once it arrives and your refund or exchange is processed.

MARICHYAI INC. · Woodstock, New York · support@marichyai.com