Terms of Service 2026
RORO POLICY
REFUND POLICY
We want every roro piece to arrive safely and beautifully. Please review our return, refund, and exchange policy below before submitting a request.
RETURNS
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. A receipt or proof of purchase is required.
Please only send the item back to the address provided by our team.
NON-RETURNABLE ITEMS
Certain types of goods cannot be returned, including perishable goods, intimate or sanitary goods, hazardous materials, and flammable liquids or gases.
Sale items are not eligible for refunds. Only regular-priced items may be refunded.
REFUNDS
Once your return is received and inspected, we will notify you by email that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within a certain number of days.
LATE OR MISSING REFUNDS
If you have not received a refund yet, please check your bank account again first.
Then contact your credit card company or bank, as it may take some time before your refund is officially posted.
If the refund still has not appeared after the expected processing time, you may reach our team at
sales@pankesum.com
EXCHANGES
We only replace items if they are defective or damaged.
Exchange requests are reviewed based on the condition of the item, order details, and available replacement inventory.
For damaged or defective items, please prepare your order number and clear photos of the item and packaging so our team can review the case properly.
HANDCRAFTED CHARACTER
Each roro piece is handcrafted and finished by hand. Slight variations in glaze, texture, color, shape, and finish are natural characteristics of handmade ceramics.
These variations are part of the unique character of each piece and are not considered defects.
WE'RE HERE TO HELP
Because ceramic items require careful handling, we review return, refund, and exchange requests with attention to both product condition and shipping details.
If your order arrives damaged, defective, or if you have concerns about your purchase, our team will help review the situation and recommend the best next step.
We aim to respond to all inquiries within 1–2 business days.