Refund policy
Return Eligibility Window
Returns are accepted within 15 days of the delivery date. Requests received after 15 days will not be eligible for return or refund.
Condition Requirements
To be accepted for return, equipment must be:
- Unused and in original, unaltered condition
- In its original packaging with all included components, hardware, and documentation
- Free of any signs of installation, use, or modification
Equipment that has been installed, powered on for use, or modified in any way is not eligible for return.
Starting a Return
Contact our team before sending anything back. Email sales@mudtimes.com or call [Phone Number] within your 15-day window to request a return authorization. Returns sent without prior authorization will not be accepted and will be shipped back at the sender's expense.
Restocking Fee
All approved returns are subject to a 20% restocking fee, which covers freight, repackaging, and inspection costs. The fee is deducted from your refund total.
Return Shipping Costs
The customer is responsible for all return shipping costs. Given the size and weight of ceramics equipment, freight return costs can be substantial. We recommend contacting us before initiating a return so we can walk you through the process and provide a cost estimate.
Refund Timeline
Once a returned item is received and inspected, refunds are issued within 5–10 business days to the original payment method. A confirmation email is sent when the refund has been processed.
Damaged or Defective Equipment
If your order arrives damaged or defective, contact us within 48 hours of delivery at sales@mudtimes.com. Include your order number and clear photos of the damage. Claims submitted after 48 hours may not be eligible for resolution. We will work with you and the manufacturer to reach a resolution as quickly as possible.
Warranty Service
Issues arising after the return window are handled through the manufacturer's warranty program. As an authorized dealer, all equipment sold by Mud Times Ceramics carries its full manufacturer warranty. Contact us and we will help facilitate the process.
Questions
Email: sales@mudtimes.com
Phone: +1 (469) 249-8011