Breakage care
If it arrives broken, it is replaced
Porcelain that survives a 1,350 °C kiln should survive a courier. When it does not, the remedy is short: photograph it within thirty days and we send another, free. This page is the whole policy.
Broken in transit
Every service travels inside its colour-printed gift box, and the box travels inside a moulded-pulp packing insured for the full value of the order. Almost every parcel arrives whole. When one does not, tell us within thirty days of delivery and the broken piece is replaced free — the piece, not a voucher, and not a fraction of one.
We will never ask you to post shards back. A photograph is the entire evidence file: broken porcelain has already done its part, and nobody should wrap a cracked fish platter twice.
Inspected to the printed grade
Every piece leaves the works inspected to the grade printed on the box: 合格品 — qualified grade, B/C cosmetic. That means a mark the inspectors caught — a dark speck the size of a pin, a glaze pinhole, a rim a hair out of round — and never anything that affects use. We disclose the grade up front on every listing, because the price already accounts for it.
The distinction matters here: a disclosed cosmetic mark is not damage, and is not a claim. A chip, a crack, or a break that happened between our packing bench and your door is — and is covered in full. If you are ever unsure which you are looking at, send the photograph anyway; we would rather look twice than argue once. The full story of the grade is in the journal.
家好 · 中国景德镇瓷厂制 — the backstamp under every foot, and the second photograph in any claim.
Making a claim
Three steps, none of them a queue.
01
Photograph
Take two pictures: the damage itself, and the 家好 backstamp under the foot. Keep nothing — the shards go in the bin, not the post. We never ask to see a fragment in person.
02
Write
Send both photographs and your order number to jadesfineporcelain@gmail.com within thirty days of delivery. We reply within two working days, and a confirmed transit claim is simply approved — no form, no courier negotiation.
03
Receive
The replacement piece ships from open stock in a fresh gift box, cradled the way the first one was. Where a shape is between production runs, we say so and tell you when it fires next.
Replacements beyond thirty days
A bowl dropped in year three is not a transit claim, but it does not mean buying the service again. The works holds open stock of most shapes in current decors, and replacements are quoted per piece where available — a single rice bowl, one porcelain spoon, the lid of a covered harmony dish.
Write to the desk with the pattern name and the piece, and we quote it plainly. Open-stock pieces carry the same printed grade and the same backstamp as the set they join.
An honest footnote
jadesfineporcelain is a demonstration storefront. No orders are taken here and no parcels are sent, so no claim will ever need making against this page — it exists to show, plainly, how breakage care for the 家好 catalog would read. The porcelain, the grade and the prices are real; the shop is the exhibit.