Product Support & Warranty
At CELORM, we are committed to providing every customer with reliable art decor products and a clear support experience.
Each product is carefully selected and inspected before shipment. If your product experiences damage, defects, or qualified manufacturing issues within the applicable warranty period, our customer support team will work with you to provide an appropriate solution.
90-Day Limited Warranty
Most CELORM products purchased through celorm.com are covered by a 90-day limited warranty, starting from the date the order is delivered.
This warranty applies to eligible manufacturing defects or product-related issues that occur during normal intended use.
Depending on the circumstances, we may provide:
- Replacement products
- Replacement parts or accessories (if available)
- Store credit
- Refunds at our discretion
The specific solution provided will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.
Coverage
Our limited warranty may cover the following issues:
Manufacturing Defects
Material or workmanship defects that affect the normal appearance, structure, or function of the product.
Product Structure Issues
Eligible issues involving:
- Stone sculpture structure
- Decorative components
- Product assembly
- Material integrity
- Artistic design elements
Such issues must occur during normal intended use and must not result from misuse, improper handling, or external damage.
Structural Defects
Problems involving the product structure, craftsmanship, or components that are not caused by accidental damage, improper operation, modification, or misuse.
Products Damaged Upon Arrival
Products that arrive broken, damaged, defective, or unusable due to shipping or handling may qualify for warranty assistance.
What Is Not Covered
The warranty does not cover damage or issues caused by:
- Accidental drops, impacts, cracks, or breakage
- Improper handling or storage
- Misuse or use beyond the intended purpose of the product
- Unauthorized repairs, modifications, or alterations
- Exposure to excessive moisture, water, extreme temperatures, chemicals, or unsuitable environments
- Normal wear and tear
- Natural variations in handmade or artistic materials
- Changes in appearance caused by regular use
- Damage caused by improper cleaning or maintenance
- Lost or stolen products
- Damage occurring after the warranty period
Minor differences in color, finish, texture, shape, surface details, material characteristics, or decorative elements are generally not considered defects if they do not affect the intended use of the product.
Damaged or Defective Items
If your CELORM product arrives damaged, defective, or missing components, please contact us as soon as possible after delivery.
To help us review your request efficiently, please provide:
- Your order number
- Your full name and email address
- A brief description of the issue
- Clear photos showing the problem
- A short video demonstrating the issue, if possible
- Photos of the packaging if the product was damaged during transportation
Please keep the original product and packaging until our customer support team has reviewed your request.
How to Submit a Warranty Claim
To submit a warranty claim, please contact our customer service team using the contact information provided on our website.
Please include:
- Order number
- Product name
- Description of the issue
- Supporting photos or videos
Our team will generally review your request and respond within 24–48 business hours.
If necessary, additional information may be requested to confirm the issue and determine the appropriate solution.
Replacement Products
If a replacement request is approved, we will make reasonable efforts to provide the same product.
If the original product is unavailable, we may provide:
- A similar replacement product
- Replacement components, if available
- Store credit
- Another appropriate solution
Replacement availability may vary depending on current inventory.
Refunds
Warranty approval does not guarantee a cash refund.
Refund eligibility depends on the nature of the issue and our applicable Return & Refund Policy.
If a refund is approved, it will generally be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Return Policy and Warranty Terms Are Different
Our Return & Refund Policy applies when you wish to return eligible products within the applicable return period.
Our Limited Warranty applies to eligible manufacturing defects and product-related issues.
Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package arrives damaged, we recommend taking photos before opening the package.
If the product inside is damaged, please contact our customer support team and provide:
- Outer packaging photos
- Shipping label photos
- Damaged product photos
- Photos of any damaged internal packaging
These details help us review your request more efficiently.
Product Care
To help maintain your CELORM art decor products in good condition:
- Follow all product care instructions.
- Use the product only for its intended purpose.
- Handle stone sculptures, decorative surfaces, and accessories carefully.
- Avoid unnecessary exposure to excessive moisture, extreme temperatures, or harsh chemicals.
- Use suitable cleaning methods and materials.
- Avoid excessive pressure, impact, dropping, or improper handling.
- Store accessories properly when not in use.
- Follow recommended product care guidelines.
Improper use, installation, cleaning, or maintenance may affect warranty eligibility.
Consumer Rights
This limited warranty is in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded or restricted.
Contact Us
If you have any questions regarding our products, warranty coverage, or an existing claim, please contact our customer service team.
Brand: CELORM
Website: celorm.com
Legal Entity:
Jiaxing Zhixu Information Technology Co., Ltd.
Registered Address:
Room 141, 303, No. 2662 Xieli Road,
Jiaxing Economic and Technological Development Zone,
Zhejiang Province, China
Unified Social Credit Code:
91330401MAE9W3740J
Legal Representative:
Luo Zhichao
Customer Support Email:
service@celorm.com
Our goal is to respond to customer inquiries within 24–48 business hours.
CELORM — Crafted stone art decor designed to enrich modern living spaces.