We love all our products, but we get it—sometimes plans change or things aren't quite right
That's why we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We do not charge a restocking or administration fee, however return shipping must be paid for by you.
If you decide you want to return an item within 30 days after receipt of your order, please email us at support@potterywheelcompany.co.uk with your order number and we will provide detailed instructions on how to process the return.
PLEASE NOTE: Any made to order products may not be eligible for a return and is at the discretion of Pottery Wheel Co.
Defective returns will be free of charge in the first 30 days after receipt. Once your return item(s) have been received and inspected, we will send you an email notification that we have processed your return payment.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. To obtain a full refund, the goods must be returned in an “as new” condition. “As new” condition is defined as unridden.
There are certain situations where only partial refunds are granted (if applicable):
- Any item with obvious signs of use
- Any item that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Contact us for any return question at support@potterywheelcompany.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item.
You must make note of it immediately when signing for delivery and send photos to support@potterywheelcompany.co.uk. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
Fast, safe delivery of your order is our top priority!. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
Any orders cancelled after 12 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
Refunds
Any refunds that need to be made will be done so against the original payment method, and can take a maximum of 21 working days to process and reach your account. Once the refund has been made, you will receive a notification email confirming the refund. If we encounter any problems in making the refund, we shall contact you accordingly.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.