Refund policy

Refund & Return Policy

Last updated: 12/19/2025

60-Day Return Policy

We offer a 60-day return policy, which means you have 60 days from the date you receive your order to request a return.

To qualify for a return, items must meet all of the following conditions:

  • Returned in unused, unworn, and undamaged condition

  • In original packaging

  • With proof of purchase (order number or receipt)

  • Returned following prior approval from our support team

Returns that do not meet these criteria may be refused or partially refunded, where permitted by law.

How to Request a Return

To initiate a return, please contact us at:
📧 pottarymugs@hotmail.com

Include:

  • Order number

  • Reason for return

  • Photos (if the item is damaged or defective)

Once approved, you will receive:

  • Return instructions

  • The return address

❗ Items returned without prior authorization will not be accepted.

Unless the return is due to a defect, damage, or incorrect item, return shipping costs are the responsibility of the customer.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

You must notify us within 7 days of delivery, including clear photos of the product and packaging.

Claims submitted after this period may not be eligible for a refund or replacement.

Non-Returnable Items

The following items are non-returnable, except where required by law:

  • Items marked as Final Sale

  • Gift cards

  • Customized or personalized items

  • Items damaged due to misuse, improper care, or normal wear and tear

Exchanges

We do not offer direct exchanges.

To receive a different item, please:

  1. Return the original item (if eligible)

  2. Place a new order once the return is approved

European Union & United Kingdom – 14-Day Cooling-Off Period

If your order is delivered to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

Returned items must be:

  • Unused

  • In original packaging

  • Accompanied by proof of purchase

After this period, our standard 60-day return policy applies.

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds are issued to the original payment method

  • Processing time: up to 10 business days

Please note: banks and payment providers may take additional time to reflect the refund.

If 15 business days have passed since approval and you have not received your refund, contact us at pottarymugs@hotmail.com.

Important Legal Notes

  • Shipping fees are non-refundable, unless required by law.

  • We reserve the right to refuse returns in cases of suspected fraud, abuse, or excessive return activity.

  • This policy complies with applicable consumer protection laws in the United States, Mexico, the United Kingdom, and the European Union.

  • This store operates independently and is not affiliated with or endorsed by any third-party brand or franchise.