Returns & Complaints

At Pottery Pots we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.

Return Policy Overview

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

We will accept returns and exchanges of eligible items in new and unused/resealable condition, in our sole discretion within 14 days of receipt with a valid proof of purchase. Shipping fees will not be refunded.

Certain items cannot be modified, canceled, exchanged or returned: Custom or Made to Order, items purchased as final sale, and items used and/or damaged through normal wear and tear. Other restrictions may apply.

How to start a return

Returns can be initiated via the return form. Our customer service will review your request within 2 working days. After approval, you will receive an email with clear instructions for further handling.

Please note the following conditions:

Return shipping costs are the responsibility of the customer.
Customers must purchase their own return shipping label. We do not provide return labels.
Items must be returned in their original condition, unused, and in the original packaging.
We recommend using a trackable shipping service, as we are not responsible for lost or damaged return shipments.

Once we receive and inspect your returned item, we will process your refund to the original payment method.

If you have any questions about your return, feel free to reach out to our support team, we're happy to help!

Damaged delivery?

Was your product delivered damaged? Please report this as soon as possible via email 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.

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

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.com. 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.