Return & Exchange Policy

Return & Exchange Policy

Last updated: May 2025

At Made From Silica, we take pride in the quality of every piece we create. All our products are handcrafted with care, and we want you to be completely happy with your purchase. Please read this policy carefully before placing your order.

Made-to-Order Items

Most of our products are made to order, meaning they are crafted specifically for you after your purchase. As a result, we are unable to accept returns or exchanges on made-to-order items unless the product arrives damaged or is defective.

Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery. To process your claim, we will require:

  • Your order number
  • Clear photos of the damaged or defective item
  • A brief description of the issue

We will assess each case individually and work to find the best resolution, which may include a replacement, repair, or store credit.

Wrong Item Received

If you receive the wrong item, please contact us within 48 hours of delivery with your order number and photos. We will arrange for the correct item to be sent to you at no additional cost.

Color & Finish Variations

Because all our products are handcrafted and hand-painted, slight variations in color and finish are expected and are a natural part of the product’s character. These are not considered defects and do not qualify for returns or exchanges.

We also display product photos as accurately as possible, but screen calibrations may cause slight color differences. We recommend ordering a color sample or contacting us before ordering if you have specific color requirements.

Custom Color Orders

Orders placed with custom color specifications are final sale and cannot be returned or exchanged, as these are produced exclusively for you.

Cancellations

Orders may be cancelled within 24 hours of placement for a full refund. After 24 hours, we may have already begun production and cannot process cancellations.

Refunds

Approved refunds will be processed within 5–10 business days to your original payment method. Shipping costs are non-refundable unless the return is due to our error.

How to Contact Us

For any concerns, questions, or to initiate a return or exchange, please reach out to us:

We aim to respond to all inquiries within 24 hours (excluding weekends and public holidays).

We stand behind the quality of every piece we make. If something isn’t right, we’ll make it right.