Effective Date: July 31, 2026
This Return & Refund Policy applies to all purchases made through the Heritage Custom official website at heritcus.com. Every piece is made by hand. Once production begins, returns are not accepted. Please read carefully before placing your order.
Masterwork pieces and portrait commissions are custom-made to your specifications. Once the design is confirmed and production begins, no cancellations, refunds, or exchanges will be accepted. Each piece is created exclusively for you and cannot be resold.
Artisan-grade pieces are not mass-produced. Each piece is entirely handmade, with natural variations in texture, color, and finish. They cannot be restocked or resold like factory-made goods. Therefore, artisan-grade pieces are also non-refundable and non-exchangeable.
To ensure your satisfaction, we provide a 48-hour confirmation period:
Within 48 hours of placing your order, our team will contact you to confirm product details, availability, and shipping arrangements
Before you confirm production, you may cancel your order for a full refund
Once you confirm production, your order enters the making process and can no longer be canceled, refunded, or exchanged
The following characteristics are natural to handmade pieces and are not considered defects:
Tiny air bubbles, glaze flow, or uneven glazing
Color variations or uneven釉面 distribution
Visible hammer marks, carving lines, or polishing traces
Minor size variations (within ±10mm)
Bubbles or natural texture variations in琉璃 (colored glass)
These are proof of the artisan’s hand and what makes every piece one of a kind.
Porcelain, ceramic, and glass items are fragile. The risk of damage during international shipping is assumed by the buyer. Please acknowledge this before placing your order.
To minimize potential loss:
All items are professionally packed with protective materials
For high-value orders ($1,500+), we strongly recommend purchasing shipping insurance. Contact us for assistance
Upon delivery, please inspect your package immediately. If damage is found, keep all packaging materials and send photos/videos to sales@heritcus.com within 48 hours. We will assist you in filing a claim with the carrier
Uninsured orders are subject to the carrier‘s liability limit, which is typically far below the item‘s value.
Refunds are issued only in the following cases:
Artisan-grade orders canceled within the 48-hour confirmation period, before production confirmation
Errors on our part (e.g., incorrect item shipped)
Refunds will be processed within 5–7 business days and credited back to your original payment method. Due to cross-border payment processing, exchange rates, and bank handling times, the actual amount and arrival time may vary.
If you have any questions about this policy, please contact us before placing your order:
📧 sales@heritcus.com
This policy may be updated from time to time. The latest version always applies. By placing an order, you confirm that you have read and accepted all terms of this policy.
