Shipping and return policy
Shipping and Return Policy
Please also refer to our terms and conditions.
Article 6 – Right of Withdrawal / Returns
As long as the order has not yet been shipped, customers may contact Pottery Forms Europe by phone or email to cancel the order. Once the order has been shipped, goods may only be returned after obtaining a return authorization from Pottery Forms Europe.
A return authorization will only be granted when there is a valid reason for the return, such as:
Incorrect delivery
Quality issues with the product
Pottery Forms Europe expressly states that return authorizations will never be issued for products sold as “seconds.” These products are offered at a reduced price because they may differ in size and/or quality.
Article 12 – Complaints
Pottery Forms Europe is committed to maintaining a high standard of quality for both its products and services. In the unlikely event that you have a complaint regarding the materials received and/or the execution of the agreement, you may submit a complaint in writing by email within a reasonable period after receiving the goods and/or services. As a guideline, complaints should be submitted within 5 working days after receipt of the goods, although slightly longer periods may apply during holiday seasons.
When submitting a complaint to Pottery Forms Europe, please include:
Your invoice number
The item number related to the complaint
A detailed description of the issue
Clear photographs showing the problem
After receiving the complaint, Pottery Forms Europe may request additional information to better understand the nature and origin of the issue. Customers are kindly asked to provide all requested information as completely as possible.
Following evaluation, Pottery Forms Europe will make every effort to resolve the complaint as quickly as possible, and no later than within 4 weeks. If no agreement is reached after this 4-week period, the matter will be considered a dispute.
For all products supplied by Pottery Forms Europe, maintenance and storage instructions are provided. Complaints regarding product quality that result from improper handling and/or incorrect storage of the products cannot lead to compensation, refunds, or product returns.
