Refund policy
Last updated: August 4, 2026
We want you to be satisfied with your purchase from SSEA. This Return and Refund Policy explains return eligibility, return procedures, refunds, exchanges, damaged items, and items that cannot be returned.
By placing an order through ssea.live, you agree to the terms of this policy.
1. 30-Day Return Window
Eligible items may be returned within 30 days of delivery.
The return period begins on the date the carrier marks the package as delivered. If a delivery date is unavailable, SSEA may determine the return period using the fulfillment date, estimated transit time, and other reasonable evidence.
To be eligible for a return, an item must be:
- Unused;
- Unwashed;
- Unaltered and unrepaired;
- Free from damage caused after delivery;
- In the same condition in which it was received;
- Returned with its original product packaging, protective materials, and included accessories; and
- Accompanied by valid proof of purchase.
Items that do not meet these conditions may be denied a refund or may qualify only for a partial refund where permitted by applicable law.
2. How to Request a Return
Before sending an item back, contact us at hello@ssea.live to request return authorization.
Please include:
- Your order number;
- The name of the item you wish to return;
- The quantity being returned;
- The reason for the return; and
- Photographs if the item is damaged, defective, or incorrect.
If the return is approved, SSEA will provide:
- Return confirmation;
- Return instructions;
- The applicable return address; and
- A return label or other documents, if applicable.
Do not send returns to the address shown on the original package unless SSEA specifically instructs you to do so.
Items returned without prior authorization may not be accepted or processed.
The return request must be submitted within the 30-day return window. After approval, the return must be shipped within seven days unless the return instructions state otherwise.
Approval of a return request does not mean that a refund has been approved. Refund eligibility will be determined after SSEA receives and inspects the returned merchandise.
3. Return Shipping Costs
Customers are responsible for return shipping costs for ordinary returns, including returns based on:
- Change of mind;
- Personal preference;
- Color, size, shape, or style;
- Accidental purchase;
- Purchasing too many items; or
- Other reasons unrelated to a product defect or SSEA fulfillment error.
If SSEA provides a prepaid return label for an ordinary return, the cost of the label may be deducted from the refund.
SSEA will cover reasonable return or replacement shipping when we confirm that:
- An incorrect item was sent;
- An item arrived materially damaged in transit;
- An item arrived materially defective; or
- An item was omitted from the shipment and a return or replacement process is required.
Original shipping charges are nonrefundable unless the return results from a confirmed SSEA error or applicable law requires otherwise.
Expedited and Express shipping charges are nonrefundable once the applicable shipping service has been used.
4. Return Packaging and Responsibility
Ceramic products are fragile. Returned merchandise must be packed carefully and securely using appropriate protective materials.
When possible, use the original shipping box and protective packaging. If the original packaging is unavailable, damaged, or unsuitable for reuse, use:
- A sturdy shipping box of an appropriate size;
- Sufficient protective cushioning;
- Packing materials that prevent movement inside the box; and
- Packaging suitable for fragile ceramic merchandise.
Customers are responsible for returned merchandise until it is received by SSEA.
We strongly recommend using a trackable shipping service, retaining the shipping receipt and tracking number, and purchasing appropriate shipping insurance when necessary.
For ordinary returns, SSEA is not responsible for merchandise that is:
- Lost during return transit;
- Sent to an incorrect address;
- Insufficiently packaged; or
- Damaged during return transit because of inadequate packaging.
If a returned item arrives damaged, incomplete, used, or materially different from the condition in which it was delivered, SSEA may deny the return or reduce the refund to reflect the loss in value, where permitted by applicable law.
5. Return Inspection
All returned items are inspected after they are received.
Receiving a return package does not automatically mean that the return has been approved for a full refund.
We will verify that:
- The return was requested within the applicable period;
- The returned product matches the original order;
- The product is unused and in eligible condition;
- The required packaging and accessories are included; and
- The return complies with this policy.
After the inspection, we will notify the customer by email whether:
- The refund has been approved;
- A partial refund has been approved;
- The return has been denied; or
- Additional information is required.
6. Refunds
If the return is approved, SSEA will issue the eligible refund to the original payment method.
SSEA generally submits approved refunds within five business days after completing the return inspection.
After SSEA issues the refund, the customer’s bank, credit-card company, or payment provider may require an additional 5–10 business days to post the funds to the customer’s account.
Processing times vary by financial institution and are outside SSEA’s control.
A refund confirmation from SSEA means that the refund has been submitted to the payment provider. It does not necessarily mean that the funds will appear immediately in the customer’s account.
Unless otherwise stated or required by applicable law, refunds do not include:
- Original Standard Shipping charges;
- Expedited Shipping charges;
- Express Shipping charges;
- Customer-paid return shipping;
- Carrier address-correction fees;
- Return-to-sender fees; or
- Other nonrefundable delivery-related charges.
7. Free-Shipping Orders
If an order originally qualified for free Standard Shipping and a return reduces the value of the merchandise retained by the customer below the applicable free-shipping threshold, SSEA reserves the right, where permitted by law, to deduct the original Standard Shipping cost from the refund.
Any such deduction will be disclosed when the refund is processed.
8. Partial Returns
Customers may return one or more eligible items from an order without returning the entire order.
The refund will apply only to the approved returned merchandise.
If a promotional discount was allocated across multiple products, the refund will be based on the amount actually paid for the returned item after the applicable discount, rather than the original regular price.
Returning part of a bundle, set, or promotional offer may change the refund amount if the remaining items no longer qualify for the original promotion.
9. Damaged Items
Because SSEA products may be fragile, please inspect your order promptly after delivery.
If an item arrives broken or materially damaged in transit, contact hello@ssea.live within 48 hours of delivery.
Please include:
- Your order number;
- A description of the damage;
- Clear photographs of the damaged item;
- Photographs of the exterior shipping box;
- Photographs of the shipping label;
- Photographs of the interior packaging; and
- Photographs showing all damaged areas.
Please retain the damaged item and all original packaging until SSEA confirms that they may be discarded. The carrier or shipping insurer may require the merchandise and packaging for inspection or a claim.
After reviewing the claim, SSEA may provide, as appropriate:
- A replacement, subject to availability;
- A refund for the affected item;
- Store credit; or
- Another reasonable resolution agreed upon with the customer.
Because handmade products naturally vary, SSEA cannot guarantee that a replacement will be identical to the original item.
If an identical item is unavailable, SSEA may offer:
- A replacement of the same design with normal handmade variations;
- A comparable item;
- Store credit; or
- A refund for the affected item.
SSEA will cover approved replacement shipping when the damage occurred during the original shipment.
Damage claims submitted after the 48-hour reporting period may be denied if the delay prevents SSEA from verifying the shipment’s condition or completing a carrier claim.
10. Defective Items
If you believe an item has a material manufacturing or quality defect, contact hello@ssea.live as soon as possible and within 30 days of delivery.
Please provide:
- Your order number;
- A detailed description of the issue;
- Clear photographs of the complete item;
- Close-up photographs showing the affected area; and
- Any additional information reasonably requested by SSEA.
SSEA will review the information and determine whether the condition is:
- A material product defect;
- Transportation damage;
- Normal handmade variation;
- Normal wear;
- Damage caused by misuse; or
- Accidental damage occurring after delivery.
If a material defect is confirmed, SSEA may provide a replacement, refund, store credit, repair option, or another reasonable resolution.
11. Incorrect or Missing Items
If you receive an incorrect item, incorrect quantity, or an order with a missing item, contact hello@ssea.live within 48 hours of delivery.
Please include:
- Your order number;
- A description of the issue;
- A photograph of everything received;
- A photograph of the packing materials; and
- A photograph of the shipping label.
SSEA will review the order, packing, and fulfillment records and provide an appropriate correction when the error is confirmed.
12. Handmade Variations
SSEA products may be handmade or finished using processes that naturally produce variation.
Minor differences in the following are generally not considered product defects, shipping damage, or fulfillment errors:
- Shape;
- Dimensions;
- Weight;
- Glaze color;
- Surface pattern;
- Speckling;
- Texture;
- Hand-applied details;
- Placement of decorative elements; or
- Other characteristics inherent to handmade production.
Product colors may also appear slightly different because of photography, lighting, screen calibration, device settings, and surrounding light.
These reasonable variations are part of the individual character of handmade ceramics.
This section does not limit any rights relating to an item that arrives broken, materially defective, or materially different from the product ordered.
13. Items That Cannot Be Returned
Unless otherwise required by applicable law, the following items are not eligible for return:
- Gift cards;
- Items clearly marked “Final Sale” before purchase;
- Personalized or customized items;
- Made-to-order items identified as nonreturnable on the product page;
- Items that have been used, washed, altered, or repaired;
- Items damaged after delivery;
- Items returned without required components, accessories, or packaging;
- Items returned after the applicable return period; and
- Items not purchased directly from ssea.live.
If you are uncertain whether an item is eligible for return, contact hello@ssea.live before sending it back.
14. Sale Items
Discounted or promotional items may be returned if they otherwise satisfy this policy, unless the product was clearly marked “Final Sale” before purchase.
A discount alone does not make an item final sale.
Refunds for discounted merchandise are based on the amount actually paid after discounts, rather than the original regular price.
15. Gift Cards
Gift cards are nonreturnable and nonrefundable except where required by applicable law.
If a purchase made with a gift card is eligible for a refund, the applicable refund may be returned to a gift card or issued as store credit rather than paid in cash.
16. Gifts
If an item was marked as a gift and shipped directly to the gift recipient, an approved return may be refunded as store credit to the recipient, depending on the circumstances.
If the original purchaser requests the return, the refund will generally be issued to the original payment method.
Proof of purchase or the original order number is required for all gift returns.
17. Exchanges
SSEA does not currently guarantee direct exchanges because handmade products and product variants may have limited availability.
The fastest way to obtain a different item is to:
- Request a return for the original eligible item;
- Wait for the return request to be approved; and
- Place a new order for the preferred item.
The new order is subject to current:
- Pricing;
- Availability;
- Promotions;
- Taxes; and
- Shipping charges.
SSEA does not reserve replacement merchandise while a return is in transit.
If SSEA agrees to process a direct exchange, any price difference, applicable taxes, and shipping charges must be paid before the replacement is shipped.
18. Order Cancellations
If you need to cancel an order, contact hello@ssea.live as soon as possible and preferably within 12 hours of placing the order.
We will make a reasonable effort to accommodate the request, but cancellation is not guaranteed.
Once an order has entered fulfillment, received a shipping label, been packed, or been transferred to the carrier, it may no longer be canceled.
If the order has already shipped, the customer must follow the applicable return process after delivery.
19. Refused and Returned-to-Sender Packages
Refusing delivery does not automatically create an approved return.
If a package is returned to SSEA because of:
- Refusal of delivery;
- An incorrect or incomplete address;
- Failure to collect the package;
- Repeated unsuccessful delivery attempts; or
- Another reason not caused by SSEA,
the customer may be responsible for:
- Original shipping charges;
- Return-to-sender charges;
- Address-correction charges; and
- Reshipping costs.
Any eligible refund will be processed only after the returned package has been received and inspected.
20. Late or Missing Refunds
If you have received a refund confirmation but the refund does not appear in your account:
- Check the original payment account again.
- Contact your credit-card company or payment provider.
- Contact your bank to determine whether the refund is still processing.
- If more than 10 business days have passed since SSEA confirmed the refund, contact hello@ssea.live.
Please include your order number and refund-confirmation information.
21. Chargebacks and Payment Disputes
If you have a concern about an order, return, or refund, contact hello@ssea.live first so that SSEA can review the matter and attempt to resolve it.
Submitting a payment dispute does not replace the return process. Merchandise may still need to be returned and inspected before a refund can be approved.
When responding to a payment dispute, SSEA reserves the right to provide the payment provider with:
- Order records;
- Payment records;
- Shipping and delivery records;
- Customer communications;
- Return records; and
- Other relevant evidence.
Nothing in this section limits any rights available under applicable law.
22. No Restocking Fee for Eligible Returns
SSEA does not charge a restocking fee for an eligible item returned in its original, unused condition with the required packaging.
This does not prevent SSEA from deducting, where permitted by applicable law and disclosed to the customer:
- The cost of a prepaid return label;
- Nonrefundable original shipping charges;
- Return-to-sender charges;
- Applicable carrier fees;
- The value of missing components or accessories; or
- A reasonable amount reflecting damage or loss in value caused after delivery.
23. Changes to This Policy
SSEA may update this Return and Refund Policy to reflect changes in:
- Operational procedures;
- Product offerings;
- Shopify settings;
- Carrier practices;
- Payment-provider requirements; or
- Applicable laws and regulations.
The version in effect when an order is placed will generally govern that order, except where a later change is required by law or is more favorable to the customer.
24. Contact Us
For questions about returns, refunds, damaged merchandise, product issues, or an existing order, contact:
SSEA
New York, United States
Email: hello@ssea.live
Website: https://ssea.live
Please include your order number when contacting us about an existing purchase.
