Return Refund Policy

  • This Return & Refund Policy (the “Policy”) outlines the strict eligibility requirements, return procedures, and refund terms for all purchases from Tonya Maples LLC (“we,” “us,” or “our”) via the Site https://tonyallc.com/—our policy is tailored to protect our fragile handcrafted ceramic pieces (LAETITIA ROUGET, JARS) during return transit, as these pieces are the core of our collection. By placing an order on the Site, you agree to the terms of this Policy, which applies to all U.S. domestic purchases (we do not accept international returns). This Policy is fully incorporated into our Terms of Service and forms part of your binding agreement with us—no returns are accepted without prior written authorization from our customer service team, and unauthorized returns will be rejected and returned to sender at your cost.
     

    1. Return Eligibility Requirements

     
    To be eligible for a return and refund, your product(s) must meet all of the following strict criteria (we reserve the right to deny returns that do not meet these requirements, at our sole discretion)—ceramic pieces have additional eligibility rules due to their fragility and handcrafted nature:
     
    1. The return request is submitted within 14 calendar days of delivery (per the carrier’s official delivery confirmation date).
    2. The product is unused, unopened, and in its original, sellable condition (no scratches, chips, cracks, dents, or signs of use—critical for ceramic pieces; even minor damage voids return eligibility).
    3. The product is returned in its original custom packaging (including all foam inserts, bubble wrap, and double-walled boxes—mandatory for ceramic pieces to prevent damage during return transit).
    4. You provide a valid order number and proof of delivery (e.g., carrier tracking number, delivery confirmation email).
    5. The product is not a non-returnable item (see Section 2 below).
     
    Important Ceramic Notes:
     
    • Minor variations in color, shape, and finish are inherent to handcrafted ceramic pieces and do not constitute a defect—these variations are part of the artistic character of the piece and are not a valid reason for a return.
    • All ceramic pieces are inspected for structural integrity (no chips, cracks) before shipping—we provide a quality check note in every ceramic order confirmation email.
     

    2. Non-Returnable Items

     
    The following items are not eligible for returns or refunds under any circumstances—this policy is non-negotiable and applies to all purchases, in consideration of the fragile, handcrafted, and curated nature of our collection:
     
    • Any ceramic piece (LAETITIA ROUGET, JARS) with chips, cracks, scratches, or other damage (intentional or accidental) or that is not returned in its original custom packaging.
    • Used, opened, or altered non-ceramic goods (e.g., raffia bags with stains/tears, playing card decks with open packaging).
    • Low-value small goods (e.g., greetings cards under $5—shipping costs exceed product value).
    • Sale/clearance items (marked as “Final Sale” on the Site—indicated by red pricing or “Final Sale” label).
    • Pre-ordered handcrafted ceramic pieces (once the maker has begun production, pre-orders cannot be returned).
    • Products damaged due to improper handling, storage, or use (e.g., ceramic pieces broken from dropping or improper cleaning).
    • Products with missing tags, labels, or original packaging (unable to resell as new).
    • Products returned after the 14-day delivery window (no exceptions).
     

    3. Return Authorization (RA) Number – MANDATORY

     
    A valid, unique Return Authorization (RA) number is required for all returns—this is a non-negotiable requirement to ensure proper processing of your return and to provide you with ceramic-specific return packaging guidelines (critical for protecting fragile pieces during return transit). Unauthorized returns (without an RA number) will be rejected by our warehouse, and we will not issue a refund or credit. All RA numbers are valid for 7 calendar days from the date of issue—returns received after the RA expiration date will be rejected. To obtain an RA number and initiate a return, follow these 4 simple steps:
     

    Step 1: Submit a Return Request

     
    Email our customer service team at service@tonyallc.com with the subject line: Return Request – [Your Order Number]. Include the following required information in your email (incomplete requests will be delayed—ceramic returns require additional details):
     
    • Your full name, shipping address, and valid order number (found in your order confirmation email).
    • The product name(s), maker (if applicable, e.g., LAETITIA ROUGET), and quantity you wish to return.
    • A clear, specific reason for the return (no vague reasons—e.g., “unopened LAETITIA ROUGET Sophie Dot Candleholder—change of decor style”).
    • High-resolution photos of the product(s) and original custom packaging (inside and out)—mandatory for all returns, especially ceramic pieces—to verify unused/unopened condition and packaging integrity.
    • Your preferred resolution (full refund or store credit—exchanges are not offered, see Section 6).
     

    Step 2: Receive RA Number & Return Guidelines

     
    We will review your return request within 24 business hours and send you a detailed email with:
     
    • A unique RA number (valid for 7 calendar days).
    • The official return shipping address (our Greenfield, Tennessee warehouse—do not use our general address).
    • Product-specific return packaging guidelines—ceramic returns include strict, step-by-step packaging instructions (matching our original custom packaging) to prevent damage during return transit; non-ceramic returns include simple packaging guidelines.
    • A reminder that return shipping costs and insurance are your sole responsibility (see Section 4).
     

    Step 3: Package & Ship Your Return

     
    • Ceramic Returns: Package the piece exactly per our strict packaging guidelines (use the original foam inserts, bubble wrap, and double-walled box—no substitutions). Improperly packaged ceramic pieces will be rejected and returned to you at your cost.
    • Non-Ceramic Returns: Package the product in its original packaging (rigid mailers/boxes) to prevent damage.
    • Write the RA number clearly and prominently on the outside of the shipping box (in large, bold lettering—this is required for warehouse processing).
    • Ship the return via a trackable, insured shipping carrier (e.g., UPS, USPS Priority Mail)—you are solely responsible for all return shipping costs, insurance fees, and carrier surcharges. We are not liable for lost, stolen, or damaged return shipments (even if the original order was insured)—ceramic return insurance is mandatory (we recommend insuring for the full product value).
     

    Step 4: Return Delivery & Inspection

     
    Our warehouse will receive and inspect the returned product(s) within 2–3 business days of delivery to verify eligibility (unused/unopened condition, original packaging, valid RA number, and no damage—ceramic pieces undergo a detailed structural inspection). We will notify you via email immediately after the inspection is complete to confirm either approval or denial of the return. If the return is denied, we will provide a detailed reason for the denial (e.g., improper ceramic packaging, minor chip on the rim) and arrange for the product to be returned to you (at your cost).
     

    4. Refund Processing

     
    • Approved Returns: Refunds are processed within 3–5 business days of return inspection approval. The refund is issued to the original payment method used to place the order (e.g., credit card, PayPal, debit card).
    • Refund Amount: The refund covers only the product purchase price and applicable sales tax. All other fees are non-refundable, including: original shipping costs, Alaska/Hawaii rural surcharges, expedited shipping fees, return shipping costs, and return insurance fees. For orders that qualified for free Standard Shipping, a flat $20 shipping fee is deducted from the refund (to cover our actual custom packaging and shipping costs for the original order).
    • Refund Posting Time: Refund processing times vary by payment provider—credit card refunds may take 3–5 business days to post to your account; PayPal refunds are instant; debit card refunds may take 5–7 business days to post to your bank account.
    • No Cash Refunds: We do not offer cash refunds for any returns—all refunds are issued exclusively to the original payment method used for the purchase (compliant with Tennessee law).
     

    5. Damaged/Defective/Incorrect Products (Our Error)

     
    If you receive a product that is damaged in transit (ceramic), defective (structural damage to ceramic), or incorrect (e.g., wrong product, wrong maker—our direct error), you are not responsible for any return shipping costs, fees, or insurance. This is our only exception to the return shipping cost policy, and we will resolve the issue quickly and at no cost to you:
     
    1. Notify us within 3 business days of delivery via email at service@tonyallc.com (subject line: Damaged/Incorrect Product – [Your Order Number]).
    2. Provide your full order number, clear photos of the product/packaging/shipping label, and a brief description of the issue (e.g., “LAETITIA ROUGET Eve Blue Candleholder cracked in transit”).
    3. We will issue a prepaid return shipping label (for incorrect/defective products) or offer a full refund/replacement with free shipping (for damaged ceramic products—no return required).
    4. Refunds or replacements for our error are processed within 24 business hours of receiving your claim (no warehouse inspection required—we trust our customers, and we will handle all carrier claims for damaged ceramic pieces).
     

    6. Exchanges

     
    We do not offer direct product exchanges (e.g., swapping one LAETITIA ROUGET candleholder for another) for any reason—this policy is in place to protect our fragile handcrafted ceramic pieces from additional damage during multiple shipments (each shipment increases the risk of breakage for ceramic). To exchange a product, you must:
     
    1. Initiate a return for the original product (per Section 3) and receive an approved full refund to your original payment method.
    2. Place a new order for the desired product on the Site (we do not hold inventory for exchanges, and product availability is not guaranteed—especially for limited-edition LAETITIA ROUGET pieces).
     
    If the desired product is out of stock, we will notify you promptly and offer to place a pre-order (if available) or issue a full store credit (valid for 12 months) for the refund amount.
     

    7. Store Credit (Alternative to Refund)

     
    If you prefer a store credit instead of a refund for an approved return (a great option for future purchases of our ceramic collection to avoid return shipping costs), please notify us in your initial return request email. Store credit offers the following benefits:
     
    • Issued within 2 business days of return inspection approval (faster than standard refunds).
    • Valid for 12 months from the date of issue (no minimum purchase required to redeem).
    • Redeemable for any product on the Site (including new LAETITIA ROUGET/JARS arrivals and sale items—excludes Final Sale items).
    • No fees deducted (full product price + tax is issued as store credit—no shipping fee deduction for free shipping orders).
    • Non-transferable and non-refundable (cannot be converted to cash or transferred to another customer, compliant with Tennessee law).
     

    8. Return Address (With Valid RA Number Only)

     
    DO NOT SHIP RETURNS TO THIS ADDRESS WITHOUT A VALID RA NUMBER—unauthorized returns will be rejected, returned to sender at your cost, and no refund/credit will be issued. All returns (especially ceramic) must include the valid RA number on the outside of the shipping box and follow our product-specific return packaging guidelines.
     
    Tonya Maples LLC
     
    Attn: Returns Department – [YOUR VALID RA NUMBER]
     
    116 Melrose Street
     
    Greenfield, TN 38230
     
    United States
     

    9. Contact

     
    For questions, concerns, or assistance regarding returns, refunds, RA numbers for ceramic pieces, or store credit, please contact our customer service team at:
     
    • Email: service@tonyallc.com (response within 24 business hours—urgent for ceramic return requests)
    • Mailing Address: Tonya Maples LLC, Attn: Returns Department, 116 Melrose Street, Greenfield, TN 38230, United States