Refund policy
Effective Date: January 7, 2025
At Jen-Ken Kilns, customer satisfaction is important to us. Because most of our products are custom-built to order, we ask that you review our return and refund policy carefully.
If a return is approved, the customer is responsible for all return shipping costs back to the factory. However, if the return is covered under warranty, Jen-Ken Kilns will cover the cost of shipping the repaired or replacement item(s) back to the customer.
Return Eligibility
Most products are custom-manufactured to meet your specific needs and are therefore not eligible for return. If a return is approved, the following conditions apply:
- Electrical Items and Kilns: A 20% restocking fee will be deducted from your refund.
- Return Authorization: All returns must be pre-approved. Please contact us before sending any items back.
Return Process
- Request Authorization: Contact us to obtain return approval before shipping your item.
- Package Securely: Items must be securely packaged. We recommend insuring the shipment to protect against loss or damage.
-
Refund Processing: Once received and inspected, approved returns will be refunded within 5–7 business days.
Warranty Claims
We stand by the quality and craftsmanship of our products. If you're experiencing an issue, please refer to our Warranty Policy for specific coverage and steps to submit a claim.
Exclusions
The following items are non-returnable:
- Custom-built or special-order products
- Items damaged during transit (please inspect deliveries carefully and report freight damage immediately)
Contact Information
If you have questions or concerns about this policy, please contact us:
Sir Ramic Porcelain, Inc.
DBA Jen-Ken Kilns
3615 Ventura Drive West
Lakeland, FL 33811
jenkenkilns@gmail.com
(863) 648-0585