Disclaimer
Payment
We accept all major credit cards (Visa, MasterCard and American Express), PayPal, Apple Pay and Google Pay as payment. If a dispute arises between a customer and the customer’s credit card company and/or clearing agency, the dispute will be resolved between the relevant parties. Genso will not assume any liability for such a dispute.
Additional fees such as import tax, value-added tax, customs fees, etc., may be applied upon delivery of the item. In the case such a fee is incurred, the tax agency of the country of receipt will be in direct contact, and any such fees are to be paid by the customer who purchased the item.
For any questions regarding additional customs and/or sales tax, please contact the tax agency of the country of receipt directly. While it is by no means comprehensive, the below site on tariffs provided by FedEx can be used as reference. (https://ftn.fedex.com/wtonline/jsp/wtoMainUL.jsp?pageName=wtoMain.jsp¤t=Search%20Options） Please note that user registration and any other actions on the above site will be handled in accordance with FedEx’s regulations and policies.
The Care and Use
Please follow the below instructions on handling and treatment both for your safety and to ensure that you can enjoy your Bizen Pottery piece for years to come.
The surface of a Bizen Pottery tableware piece will become smoother as it is used, encouraging one to contemplate how a piece of art attains new beauty when incorporated into daily life. This change in surface appearance is not a flaw, but rather an innate character of the ware which in Japan we call the “cultivation of a piece.” We hope that you will appreciate the cultivation of your own Bizen Pottery piece with use.
Please keep your Bizen Pottery piece away from heat sources such as microwaves and ovens, as these can be the cause of breakage. Please also avoid exposure to direct flame and extremely hot water. Bizen Pottery pieces can be placed in a refrigerated space, but they should not be placed in a freezer. Mugs can be used to hold hot coffee or tea and cool beverages without issues.
Please exercise caution when washing your Bizen Pottery piece with a dishwasher, as breakage can occur if handled roughly. Below are recommendations for caring for your piece, though we cannot guarantee these actions will prevent breakage in all cases. (1) Use non-abrasive (e.g., less acidic) detergents; (2) Avoid using any rinse aids or finishing aids; (3) Rinse before placing your piece in a dishwasher and be sure to allow space between dishes; (4) Wash on a gentle cycle with less intense pressure and lower heat when possible.
Bizen Pottery pieces are known to be remarkably durable but breakage can occur if handled without care. In that case, the shards can be hazardous. Please practice caution when handling your pieces and be sure to store them safely.
Please keep out of reach of children. It is especially dangerous if a child places a piece in their mouth.
Bizen Pottery pieces may leave surface damage if placed directly on a table or countertop. We recommended placing a decorative cloth or table mat beneath your piece.
Returns, Exchanges and Cancelations
Returns
If you are not satisfied with your order, you have 3 days after receiving your order to return the item for a refund or store credit. To place a return request, please send us an email indicating the item purchased and the reason for the request at support@gensoart.net
When submitting a return request, please include your name, email address and order number along with the name of the items that you would like to return. You will be responsible for the shipping charges associated with sending the unwanted item back to us. Shipping fees are not eligible for a refund.
We will process the refund as soon as possible after having confirmed the returned items. The refund will be applied to the same method of payment that was used for the original purchase. Please note that it may take several businesses days for the transaction to appear on your account records.
Exchanges
As each piece we offer for sale is unique, we do not offer product exchanges.
Cancelations
An order can be cancelled from the time after purchase to before shipment. If you would like to cancel an order, please contact us as soon as possible at support@gensoart.net. As items are subject to international shipping, we ask for your understanding that cancellation requests made after shipment are not accepted.
Shipment Damage
If a product is damaged or broken on arrival, please email us at support@gensoart.net within 7 days of product receipt. In the email, please include your original order number and/or packing slip number, along with a clear photo of the damage. We will process your claim as soon as possible and replace your merchandise upon confirmation. Please do not discard the damaged product or packaging as this may be required for EMS/DHL claims.
In the case that an item is broken during shipment, we will process the insurance claim with EMS/DHL.
As each piece we sell is unique, we will be unable to provide exact replacements for any damaged products. If we are unable to provide a similar piece as a replacement, we will reimburse you for your purchase up to the value covered by the shipping insurance with EMS/DHL.
For any questions on warranties and/or guarantees beyond the scope of the above policies on Returns, Exchanges and Cancelations and Shipment Damage, please note that due to the limitations of international shipping and the unique nature of each piece, there are requests to which we will not be able to respond.