Last updated: February 16, 2026
ProKilnSupply operates this store and website (the “Services”). This Cancellations, Returns & Refunds Policy (this “Policy”) explains how cancellations, returns, refunds, exchanges, shipping delays, and freight damage are handled when you place an order through the Services. This Policy is intended to provide a clear and fair process for high-value ceramic and pottery equipment.
Please read this Policy carefully. By placing an order through the Services, you acknowledge that you have read and understand this Policy.
If you have questions about cancellations, returns, refunds, exchanges, or damaged shipments, please contact us:
Email: support@prokilnsupply.com
Phone: (801) 839-5882
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM MST
If your order includes non-custom and return-eligible items, you may request a cancellation for a full refund as long as the order has not shipped.
If an order is already in processing, scheduled for freight pickup, or has incurred shipping/handling costs, we may charge a cancellation fee up to 25% to cover costs already incurred.
To request a cancellation, contact us as soon as possible at support@prokilnsupply.com or (801) 839-5882.
Some products are custom or made-to-order, meaning they are built specifically for your order and specifications. These products:
Cannot be canceled or refunded once production has begun, and production may begin immediately after purchase.
Are covered by the manufacturer’s warranty, which guarantees a fully functional and operational product under normal use.
If you are unsure whether a product is custom or made-to-order, please contact us before placing your order.
Returns are accepted within 30 days of delivery only for items that are:
New, unused, and unopened
In original packaging
Not installed, altered, fired, or used in any way
Items returned outside these conditions are not eligible for return or refund.
Returns are handled by mail only. Customers are responsible for:
Arranging and paying return shipping
Any carrier fees related to the return
Approved returns are subject to a 25% restocking fee.
If your return is approved and received in eligible condition, refunds are issued to the original payment method within 10 days after the return is received and inspected.
Because we ship directly from manufacturers, some products may be non-returnable once shipped due to brand/manufacturer restrictions.
If an item is non-returnable or has special return terms, it will be clearly stated on the product page and/or at checkout, and those item-specific terms will override this general Policy.
Custom and made-to-order items are final sale once production begins (see Custom and Made-to-Order Products above).
Exchanges may be permitted depending on:
The manufacturer’s policies, and
The product’s eligibility
If an exchange is approved, customers are responsible for all shipping costs related to the exchange (including return shipping and reshipment shipping), and restocking fees may apply where applicable.
In certain cases, we may be able to assist with some costs depending on the product and manufacturer.
To request a return, email support@prokilnsupply.com within 30 days of delivery and include:
Your order number
The item(s) you want to return
The reason for the return
Photos (required if damaged or defective)
Returns require authorization before shipping anything back. If approved, we will provide return instructions.
Estimated shipping times shown on product pages are based on information from manufacturers and freight carriers. Shipping estimates are not guaranteed delivery dates and may change due to factors outside our control, including manufacturing delays, supply chain disruptions, labor shortages, or freight carrier delays.
Shipping delays do not qualify as a reason for cancellation or refund once an order has shipped.
Please inspect your shipment at delivery. If damage is visible, you must:
Note the damage with the carrier at delivery (bill of lading / delivery receipt)
Take clear photos of:
Damage to the product
Packaging/crate/pallet
Shipping label and SKU
Email all documentation to support@prokilnsupply.com within 24 hours of delivery
Damage claims submitted after 24 hours may not be eligible for freight insurance coverage.
Freight damage is handled as a shipping claim, not a warranty claim.
Warranties vary by manufacturer. Please review the individual product page for warranty details.
Warranty coverage applies to defects or failures that occur during normal use. It does not cover damage from misuse, improper installation, or unreported shipping damage (see Freight Deliveries and Damaged Shipments above).
For Buy One Get One (BOGO) promotions:
Both items must be returned to receive a full refund
If only one item is returned, a replacement or store credit may be issued
Customers are responsible for return shipping and applicable restocking fees
Refunds are issued only to the original payment method used at checkout
Our support team is here to help resolve issues quickly and fairly. If you experience any issue with your order, please contact support@prokilnsupply.com so we can assist you directly.
Chargebacks filed before contacting us may delay resolution and can limit our ability to help.
We may update this Policy from time to time to reflect changes to our practices or for operational, legal, or regulatory reasons. We will post the revised Policy on this website and update the “Last updated” date as required.
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