Return and Refund Policy

Last Updated: January 27th, 2026

At Gmundner Ceramics Canada, operated by DIVU Canada Ltd., we take pride in delivering exquisite, handcrafted Austrian ceramics to your home. While our products ship directly from our manufactory in Austria, we provide the convenience of local returns within Canada to ensure a seamless experience.

1. Return and Exchange Eligibility

You have 14 days after receiving your item to request a return. To be eligible, your item must meet the following criteria:

Condition: New, unused, and in the same condition you received it, with all tags and original Gmundner Ceramics packaging (including protective materials).
Proof of Purchase: A valid order confirmation or receipt is required.

Exclusions:

Special custom-made or personalized orders (unless they arrive damaged).
Items that have been used, washed, or damaged after delivery.
Gift cards and items marked as "Clearance" or "Final Sale."

2. How to Initiate a Return

To ensure your return is processed efficiently, please follow these steps:

Contact Us: Email our Canadian Customer Service team at shop@gmundner.ca within the 14-day window.
RMA Authorization: If your return is accepted, we will issue a Return Merchandise Authorization (RMA) number and provide detailed instructions.
Local Shipping: Returns must be sent to our facility in Calgary, AB. Items sent back to us without first requesting a return will not be accepted. Please do not ship items back to Austria.

3. Damages and Issues

Please inspect your order upon reception. We take immense care in packaging our ceramics for their journey from Austria, but if the item is defective or damaged:

Report Immediately: Notify us within 72 hours of delivery.
Documentation: Provide your order number and clear photos of both the damaged item and the packaging (inside and outside of the box).
Resolution: DIVU Canada will cover return shipping costs for verified defects/transit damage and will arrange a replacement or full refund.

4. Shipping Your Return

Standard Returns: For "change of mind" returns, the customer is responsible for all return shipping costs. Return shipping labels are not provided by DIVU Canada for standard returns; customers must purchase their own trackable shipping.
Packaging: Please package your return securely, ideally in its original packaging.
Tracking: We highly recommend using a trackable shipping service and purchasing insurance. DIVU Canada is not responsible for items lost or broken during the return transit to Calgary.

5. Refunds

Inspection: We will notify you once we’ve received and inspected your return.
Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that original shipping charges are non-refundable.
Follow-up: If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at shop@gmundner.ca.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This ensures the fastest delivery of your new handcrafted ceramics. There are no restocking fees for returned items.

Contact Information

Business Name: Gmundner Ceramics Canada
Registered Business Name: DIVU Canada Ltd.
Business Address: 350 7th Avenue Southwest, Suite 3400, Calgary, AB, T2P3N9, Canada
Email: shop@gmundner.ca
Phone: +43 660 4226558 (International Support)
Business No: 787622828
Managing Director: Martin Absenger