Refund policy

Returns & exchanges

Due to the fragile nature of handmade ceramics, all sales are final once an order has been delivered.

We do not accept returns or exchanges, except in the cases outlined below:

  • an item arrives damaged, or

  • we have sent the wrong item

Sale items and gift cards are final sale.

Damaged item or order error

Please inspect your order upon delivery.

We take great care in how each order is packed. Our packaging is tested in-house by drop-testing sample parcels multiple times from approximately 13 feet (~4 metres) to help ensure pieces arrive safely. Despite this care, damage can occasionally occur during transit.

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at info@houmain.com so we can review the situation and make it right.

When contacting us, please include:

  • your order number

  • a brief description of the issue

  • clear photos of:

    • the item

    • the inner packaging

    • the outer box and shipping label

Once reviewed, we will either:

  • arrange a replacement, if the piece is still available, or

  • issue a refund if a replacement is not possible

Depending on the situation, we may ask you to safely dispose of the damaged item or return it to us.

Return address (approved returns only)

Returns are not accepted without prior approval.

If a return is approved (for a damaged, incorrect, or legally required return), items must be sent to the following address:

Houmain
P.O. Box 295
Westmount, Québec, H32 2T2
Canada

Items sent back without contacting us first will not be accepted.

Non-returnable items

Except where required by law, the following items are non-returnable and non-exchangeable:

  • handmade ceramic tableware and decorative pieces

  • sale items

  • gift cards

Natural variations in shape, colour, glaze, or surface are inherent to handmade ceramics and are not considered defects.

If you have questions about a specific item, please contact us before purchasing.

Exchanges

We do not offer exchanges.

If an item arrives damaged or incorrect and a replacement is available, we will arrange this directly. Otherwise, a refund will be issued.

European Union – 14-day cooling-off period

If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason, as required by EU consumer protection laws.

To be eligible for a return under this right:

  • the item must be unused and in the same condition as received

  • it must be returned in its original packaging

  • proof of purchase is required

To initiate a return under the EU cooling-off period, contact us at info@houmain.com


Approved returns must be sent to the address listed above.

Return shipping costs under the EU cooling-off period are the responsibility of the customer, unless the item is defective or incorrect.

Refunds

If a refund is approved:

  • we will notify you once the item has been inspected (if applicable)

  • refunds are issued to the original payment method within 10 business days

Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since we confirmed your refund, please contact us at info@houmain.com

Contact

For any questions about returns, refunds, or damaged items, you can reach us at:

info@houmain.com