POLICY
Refunds
and returns
Return conditions
We sincerely hope you like your purchase! However, if you are not completely satisfied, you may return any item within 14 days of receipt of the item, provided that the products are returned complete, in perfect condition, unused and in their original packaging.
Send us an email to potto.pottery@gmail.com to inform us that you wish to return the product. The return must be made within 14 days of notification and provide us with the following information:
- Full name
- Order number
- Address
- E-mail address
- Telephone number
- What is being returned and why
- Your customer number (if possible)
We require proof of purchase when returning an item. Reimbursement will be made through the original method of payment.
We cannot refund shipping charges unless the item is defective or damaged. See details below.
Defective / damaged items
All our parts are handmade and are thoroughly checked to ensure that they will not be shipped if damaged. They are well packed with material suitable for fragile products. However, we recommend that you inspect your order as soon as it is delivered to you, as this helps to avoid any doubt about items damaged in transit.
If your item turns out to be defective or damaged, please send us an email within 24 hours of receipt of the order, informing us of the damage to the part and attaching a photograph showing the condition of the item. Contact us by email at potto.pottery@gmail.com. We will inform you of the next steps to take.
Irregular and/or organic shapes of our pieces will not be considered defective, as they are handmade and have small deformations typical of the creation process.
Items excluded from returns
Sale items:
Items purchased on sale may not be returned.
Made-to-order orders:
Products made to order cannot be returned, as they are made to the specifications provided to us by the customer.
Reimbursement
The refund of the amount of the order will be processed once the returned product has been received in perfect conditions.
