Return, Refund & Warranty Policy
At Chạm Atelier, each traditional handcrafted creation embodies our artisans' dedication. We are committed to providing the most reassuring experience with clear and attentive policies.
Return Eligibility Window
Customers may request an exchange or return within 7 days of verified delivery receipt from our courier partners.
For custom tailored bespoke corporate orders, quality inspection and acceptance take place upon handover according to the signed agreement.
Return Conditions
Returns and exchanges are accepted when meeting any of the following criteria:
- Items cracked, chipped, or scratched in transit.
- Incorrect product SKU, color, or specifications compared to confirmed order.
- Manufacturing defect originating from craft production (lacquer peeling, core ceramic defect, joint defect not caused by external impact).
- Products must retain authentic Chạm Atelier tags, original accessories, luxury packaging and receipt/invoice.
Non-Returnable Cases
- Requests made after the 7-day period.
- Damage caused by improper care or misuse (submerging lacquer in water, drops, extreme heat).
- Natural glaze variations inherent to authentic handmade crafts previously described.
- Bespoke personalized gift sets with custom client branding/engraving (unless defective from manufacturing).
3-Step Resolution Process
Send photos/videos via Hotline/Zalo (+84) 838.340.904 or email chamatelierforwork@gmail.com.
Our support team reviews and confirms the replacement or refund solution within 24 hours.
Complimentary pickup, dispatch of replacement product or refund to bank account in 2 - 3 business days.
Shipping Costs
For manufacturer defects or transit damage: Chạm Atelier covers 100% of two-way shipping costs.
For elective model changes based on personal preference: customers kindly cover applicable shipping fees.
Need direct support with your order?
Our client advisory team is always available to assist with any questions.