Refund policy

We want you to buy your kiln with confidence. If something isn't right, here's exactly how returns work — no fine-print surprises.

Our 90-day promise

You have 90 days from the day your equipment is delivered to request a return — on every model we sell. That's three times the common 30-day window.

What qualifies for a return

To be returned, an item must be:

New and unused — never fired, wired in, or installed
Returned in its original crate or packaging, with all parts, manuals, and accessories
Free of any signs of installation, firing, or wear

Because this is large freight equipment, we can't accept returns on units that have been wired in, fired, or used — once a kiln has been fired, it's no longer new. (Manufacturing defects are handled separately — see Damaged or defective below.)

What's not returnable

Items marked final sale or clearance
Any item that has been used or fired
Special-order and built-to-order items, such as non-standard voltages and pug mills or mixers built for a customer

Restocking fee

All returns — kilns, pottery wheels, and studio equipment — are subject to a 20% restocking fee, deducted from your refund. (Returns of damaged or defective items are handled separately — see below.)

How to start a return

Email us at sales@kilnnation.com with your order number before shipping anything back. We'll issue a return authorization (RMA) and walk you through packaging and freight. An RMA is required — please don't ship a return without one — freight carriers require paperwork we have to set up first.

Return shipping

Because these are large freight items, the customer pays return freight. We'll help you arrange return freight at the best rate we can find.

Your refund

Once your return arrives and passes inspection, we'll refund your original payment method within 10 business days of receiving and inspecting the return, less any restocking fee. Original shipping and freight charges are non-refundable.

Damaged or defective

Arrived damaged? Inspect every shipment before you sign for it. Note any damage on the delivery receipt and contact us within 48 hours — we'll file the freight claim with the carrier and work with the manufacturer on a repair or replacement.
Develops a fault later? Your equipment is covered by the manufacturer's warranty. Contact us and we'll coordinate the warranty claim on your behalf.