Product Support & 90-Day Limited Warranty

Our Quality Promise

At AURTALIS, we want every ceramic figurine and decorative piece you receive to reflect the quality, design, and presentation represented in our store.

Products are carefully selected and inspected before shipment. If an eligible item arrives damaged or defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer care team will review the situation and work with you toward an appropriate resolution.

90-Day Limited Warranty

Most eligible AURTALIS products are covered by a 90-day limited warranty, beginning on the date the order is delivered.

The warranty is intended to cover qualifying manufacturing defects or functional problems that arise during normal and intended display and use.

Depending on the product, the nature of the issue, and available inventory, an appropriate solution may include:

• A replacement product

• A replacement component or accessory (such as a detachable display base), where available

• Store credit

• A refund, where appropriate

The resolution offered will depend on the individual circumstances of the warranty claim.

What the Warranty May Cover

Manufacturing Defects

Qualifying defects in materials, ceramic construction, glazes, or workmanship that affect the product's normal intended presentation or use.

Base, Stand & Accessory Issues

For eligible ceramic figurines and decor, the warranty may cover unexpected manufacturing-related issues involving:

• Display bases and stands

• Decorative or sculptural accents

• Detachable components

• Other accessories supplied with the product

Coverage applies to qualifying issues arising during normal intended use rather than damage caused by misuse or improper handling.

Structural Manufacturing Issues

Problems affecting the construction or stability of the figurine that were not caused by accidental dropping, impact, misuse, excessive force, improper cleaning, or inappropriate handling.

Products Damaged Upon Arrival

Products that arrive cracked, chipped, broken, damaged, incomplete, or otherwise unusable as a result of transportation or handling may also qualify for an appropriate resolution.

What the Warranty Does Not Cover

The limited warranty generally does not cover problems resulting from:

• Accidental drops, impacts, chips, cracks, or breakage

• Improper handling during unpacking or display setup

• Misuse or use outside the product's intended decorative purpose

• Sudden or extreme temperature changes

• Exposure to unsuitable heat, weather, or outdoor environments

• Normal wear and tear

• Cosmetic changes resulting from ordinary use

• Unauthorized repair, modification, or alteration

• Damage caused by unsuitable cleaning or maintenance methods

• Loss or theft

• Damage occurring after the applicable warranty period

Minor differences in colour, ceramic glaze, finish, texture, shape, surface appearance, or decorative details are generally not considered defects when they do not materially affect the product's normal display. For artistic and sculptural ceramic products, small variations between individual pieces or production batches may occur as part of normal manufacturing.

Damaged, Defective or Incomplete Products

If your AURTALIS order arrives damaged, defective, or missing an included component, please contact us as soon as reasonably possible after delivery.

To help us assess the issue efficiently, please provide:

• Your order number

• Your full name and email address

• A short explanation of the problem

• Clear photographs or a short video showing the issue

• Photographs of the packaging if the product was damaged during transportation

For figurines featuring detachable bases, fine details, poses, or raised decorations, please make sure the affected area is clearly visible in your photographs.

Keep the product and its original packaging until our customer care team has reviewed your request.

How to Submit a Warranty Claim

To request warranty assistance, contact:

service@aurtalis.com

Please include your order number together with relevant photographs or videos.

Our customer care team normally aims to review and respond to enquiries within 24–48 hours.

We may request additional photographs, videos, product information, or other reasonable details when necessary to determine the nature of the issue and applicable warranty coverage.

Replacement Products

When a replacement is approved, we will make reasonable efforts to provide the same product.

If the original design is no longer available, we may offer:

• A comparable replacement

• Store credit

• Another appropriate resolution

Replacement options depend on current inventory and product availability.

Refunds Under Warranty

Approval of a warranty claim does not automatically mean that a cash refund will be issued. Refund eligibility depends on the circumstances of the claim and our applicable Return & Refund Policy.

When a refund is approved, it will generally be returned to the original payment method. After the refund is issued, additional processing time may be required by your bank, card issuer, or payment provider.

Returns and Warranty Coverage

Our Return & Refund Policy and Limited Warranty serve different purposes:

• The Return & Refund Policy applies when an eligible customer wishes to return a purchase within the applicable return period.

• The 90-Day Limited Warranty applies to eligible manufacturing defects and qualifying product-related problems that arise during the warranty period.

Please refer to our Return & Refund Policy for complete information regarding return eligibility, procedures, and refunds.

Products Damaged During Shipping

If the shipping package appears damaged when it arrives, we recommend photographing it before opening.

If the ceramic figurine or another product inside has also been damaged, please provide photographs showing:

• The outer shipping package

• The shipping label

• The damaged product

• Internal protective packaging

• Any broken or damaged components

Please keep the packaging and damaged product while your request is being reviewed. These materials can help our customer care team evaluate the circumstances more efficiently.

Caring for Your AURTALIS Products

Appropriate care can help preserve the appearance and condition of your ceramic figurines and decor.

We recommend:

• Following all product-specific care instructions

• Using each product only for its intended decorative purpose

• Handling ceramic figurines carefully to avoid drops or impact

• Taking additional care with delicate poses, fine features, and raised decorative details

• Handling display bases, stands, and detachable accessories carefully

• Avoiding sudden or extreme temperature changes or direct harsh outdoor weather

• Using appropriate cleaning materials (such as a soft, dry cloth)

• Avoiding harsh chemical cleansers or abrasive cleaning tools

• Storing or displaying products securely on stable surfaces

Improper use, cleaning, handling, or maintenance may affect warranty eligibility.

Product-Specific Considerations

AURTALIS offers ceramic cute figurines and decorative ornaments across the Modern Ritual Collection, Dreamy Sweet Figurine Collection, and Whimsical Art Collection.

Because individual designs can differ significantly in shape, construction, decorative elements, and included accessories, warranty assessment may take the specific characteristics of the product into account.

For example, a delicate sculptural figurine may require assessment of its fine details or poses, while a figurine-and-base set may require inspection of the individual components.

Consumer Rights

This limited warranty is provided in addition to any statutory consumer rights available under applicable law.

Nothing in this warranty policy is intended to exclude, restrict, or replace rights or remedies that cannot legally be excluded or restricted. Where applicable consumer protection law provides additional or greater rights, those legal protections will continue to apply.

Contact Us

For questions about product support, warranty coverage, damaged products, or an existing warranty claim, please contact:

• Brand: AURTALIS

• Website: aurtalis.com

• Legal Entity: Shenzhen Sanzhi Dailer Technology Co., Ltd.

• Registered Address: Room 309M16, Block B, Phase I, Tian'an Innovation & Technology Plaza, No. 25 Tairan 4th Road, Tian'an Community, Shatou Subdistrict, Futian District, Shenzhen

• Unified Social Credit Code: 91440300MAE959LC4H

• Customer Support Email: service@aurtalis.com

Our team aims to respond to customer enquiries within 24–48 hours.

AURTALIS — Thoughtful Design, Everyday Quality.