Returns & Damaged Items

Inspecting Your Delivery

When your order arrives:

• If possible, photograph the outside of the shipping package before opening it, particularly if the package appears crushed, punctured, wet, opened, or otherwise damaged.
• Carefully open the package and handle broken ceramic pieces cautiously.
• Take clear photographs of the damaged item, the product label, the shipping label, the exterior packaging, and the internal protective packaging.
• If the damage cannot be clearly shown in photographs, we may ask for a short video.
• Please be careful when handling broken ceramics. Do not handle sharp pieces with bare hands.

Reporting Damage

You must contact OUTRIQ within 7 calendar days of the delivery date shown by the carrier.

Email support@outriq.com and include:

• Your order number.
• The name of the damaged product.
• A brief description of the damage.
• Clear photographs of the complete item and the damaged area.
• A photograph of the product label, if present.
• Photographs of the exterior and interior packaging.
• A clear photograph of the shipping label and tracking information.
• A short video, if photographs do not adequately show the issue.

Submitting this information does not automatically approve a claim, but it allows us to verify the damage and determine the appropriate resolution. We may request additional photographs or information if reasonably necessary.

Claims submitted after the 7-calendar-day period may not be eligible for a remedy unless a longer period is required by applicable law.

Keep the Packaging

Please do not discard, return, repair, alter, or dispose of the damaged item, shipping box, product packaging, labels, cushioning, or broken pieces until OUTRIQ responds with further instructions.

The carrier may require the item and packaging for photographs, inspection, or a shipping-damage claim. Discarding them before we complete our review may prevent us from verifying the damage.

If keeping the broken item or packaging would create a safety hazard:

• Take clear photographs of the item, broken pieces, packaging, product label, and shipping label.
• Place the broken pieces in a secure container that cannot be accessed by children or pets.
• Contact OUTRIQ before disposing of the item whenever reasonably possible.
• If immediate disposal is necessary for safety, dispose of it carefully and explain the circumstances when submitting your claim.

Do not mail or return broken ceramics unless OUTRIQ provides written return instructions.

Available Resolutions: Reshipment or Refund

Once damage has been verified and your claim is approved, OUTRIQ resolves the issue based on product inventory and whether a reshipment is available:

• Reshipping a Replacement: If the item is in stock and reshipping is available, we will dispatch a replacement of the same item at no additional cost to you.
• A Direct Refund: If preferred or if reshipping is not feasible, we will issue a full refund for the affected item directly to your original payment method.

We do not refund in store credit. You will never be required to return a broken ceramic item—we will never ask you to ship loose or dangerously broken ceramic pieces.

Shipping charges may be refunded when required by applicable law or when the entire order is unusable because of verified damage. Otherwise, any refund will generally be limited to the affected item and applicable taxes.

When Reshipping Is Unavailable

Replacement shipments are subject to inventory availability. If the item is out of stock, discontinued, or reshipping is unavailable:

• Automatic Refund: We will issue a full refund for the affected item to your original payment method; or
• Comparable Replacement: We may offer a comparable replacement item, but only with your explicit agreement.

We will never automatically substitute a different product, design, color, or size without your prior approval.

Damage Not Covered

We may decline a claim where the available information reasonably indicates that:

• The item was damaged after successful delivery.
• The damage resulted from misuse, improper handling, dropping, impact, alteration, improper storage, or failure to follow care instructions.
• The condition is normal wear and tear rather than transit damage or a manufacturing defect.
• The claimed condition is an ordinary handmade or production variation that was disclosed in the product description and does not affect safe or intended use.
• The photographs or other information do not reasonably demonstrate the reported damage.
• The customer discarded the item and packaging before OUTRIQ could reasonably verify the claim, unless disposal was necessary for safety.
• The claim is fraudulent, misleading, duplicated, or otherwise abusive.

Small differences in glaze, color, texture, shape, pattern placement, or finish may occur in ceramic products. These natural or production-related variations are not considered defects unless they materially affect the product’s safety, functionality, or conformity with its description.

Reporting a Damaged Ceramic Item

To report a damaged ceramic item, email support@outriq.com with your order number in the subject line—for example: Damaged Ceramic Claim — Order #12345.