Terms of Service 2026 COA 2

CUSTOMER CARE

REFUND & RETURN POLICY

We want every roro piece to arrive safely and beautifully. Below is a clear overview of how returns, refunds, exchanges, and handmade variations are handled.

30-DAY POLICY

Returns must be requested within 30 days of purchase.

UNUSED ITEMS

Items must be unused and in the same condition received.

PHOTO REVIEW

Damaged or defective items may require photos for review.

POLICY SECTIONS

Returns Non-Returnable Items Refunds Late or Missing Refunds Exchanges Handcrafted Character Customer Care

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.