Returns & Complaints

✓ 14-day return period
✓ Refund within 14 days after receipt

At Pottery Pots, we do everything we can to deliver high-quality products.

Not satisfied after all? Below you can read how to register a return and what to expect.

Register a return

You can return your order up to 14 days after receipt.

Register your return here

Via the return form, you provide the required information about your return shipment. Our customer service team will review your request within 2 working days. After approval, you will receive the return label by email along with clear instructions for further handling.

You do not need to take the parcel to a PostNL point or other drop-off location yourself. In the instruction email, we explain how you can easily schedule a collection appointment online with our courier service, so the parcel is picked up from your home.

Delivered damaged?

Was your product delivered damaged? Please report this as soon as possible via the return form and add clear photos of:

The damaged product
The packaging

We will review your report and contact you to provide an appropriate solution.

Inspection after receipt

After receipt, your return will be carefully checked for:

Correct item
Unused condition
Completeness
Presence of original packaging

Possible outcomes:

Approved

The product meets the return conditions.

Approved, but without original packaging

If the original packaging is missing, we may charge a depreciation of 10% of the item value. This will be deducted from the refund amount.

Rejected

If the product is used, damaged, or incomplete, we will contact you.

Return costs

For returning products, we charge a contribution towards the return costs.

We work with specialized courier services that transport our products with extra care. Our items are often large, heavy, and fragile, which means transport requires a tailored approach. By choosing professional and careful delivery, we ensure that products arrive in optimal condition.

In addition, we aim to limit unnecessary transport movements. By handling returns consciously, we contribute to a more sustainable logistics chain.

The return costs are:

€6.95 for parcels under 10 kg and maximum dimensions of 50x50x50cm
€15 for parcels between 10 and 30 kg and maximum dimensions of 100x100x100cm
€30 for parcels over 30 kg and larger than 100x100x100cm

These costs are communicated in advance when the return label is issued.

Refund

After approval of your return:

You will receive a confirmation by email
The amount will be refunded within 14 days (calculated from the moment of receipt)
The refund will be issued via the original payment method

If you return the entire order, the original shipping costs of €6.95 will also be refunded. In the case of a partial return, the original shipping costs will not be refunded.

Product replacement

In the event of transport damage or a manufacturing defect, a replacement product may be provided after assessment of the submitted photos. We determine the most appropriate solution on a case-by-case basis.

Complaints

At Pottery Pots, we strive for the highest quality in both our products and our service. However, it may happen that something does not go as expected. We take every complaint seriously and always look for an appropriate solution.

You can submit a complaint by emailing cs@potterypots.eu. If your complaint concerns an order, please always include:

The order number
The product concerned
A clear description of the complaint
Photos for clarification

We will confirm receipt of your complaint within 2 working days and aim to provide an appropriate solution as quickly as possible.

Important to know

Return requests submitted outside the 14-day period will not be processed.
The product must be returned unused and in its original condition.
Insufficiently packaged returns may be rejected or result in depreciation.
The refund will be processed after the return has been administratively completed.