Preface

We invest passion and care into our products to offer pieces that provide you with joy. Items are handcrafted and then fired at extremely high temperatures to give you pieces of lasting quality. However, given the nature of our production process, this means that there might be some variations in shape, size, colour, veins, lines etc., and no two pieces may be exactly identical. Again, there might be slight differences from the image displayed on your monitor. These do not constitute defects.

We understand that sometimes our customers may change their mind after making a purchase. Therefore, we provide you simple, friendly and clear policies with regard to cancellation, returns and refunds.

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Can I cancel my order?
Of course! We allow you to cancel an order within 24 hours of the order being placed.

Please note that our products are handcrafted, take time and are made to order. After 24 hours of an order being confirmed, it normally moves into the production process, which cannot then be reversed. Consequently, we are unable to allow cancellation of order post the 24 hours of your order being placed.

 

What if I got a different product than what I ordered?
Please let us know within 24 hours of receipt of the package along with photographs for us to act on it. You may contact us at thepotterstouch@outlook.com and we will be in touch with you to address the issue. Ideally, we do a reverse pickup of the product from your place.  Please return the wrong product in an unused/undamaged condition with all tags, bills and original packaging intact. Upon receipt of the same, we will either send you a replacement or provide you with a refund.  Please note that the goods should be returned undamaged, and in the original packaging within five working days of this notification.  Any notice given by a customer post 24 hours from delivery shall not be entertained.

 

What if I received a damaged product?
Please let us know within 24 hours of receipt of the package along with the unboxing video and pictures for us to act on it. For damaged products, please send a request along with the video of opening the box, showing all sides of the package when sealed and along with the shipping label and photos to thepotterstouch@outlook.com. We will be in touch with you to address the issue and for refund or replacement processing. Please note that the unboxing video and pictures are mandatory for us to take appropriate action. Any notice given post 24 hours from delivery shall not be entertained. Ideally, we do a reverse pickup of the damaged product from the customer’s place. Please return with all tags, bills and original packaging intact.

 

When will I get my refund?
Refunds, if eligible, will be processed through the same online mode normally within three working days. We may make refunds after deducting transaction and shipping

charges.

 

When are returns not possible?
We aim at providing you with a superior service experience.  Even then, there are certain situations when we are unable to support returns and refunds. These are as below:

• Product is damaged due to misuse, physical damage done by the customer.

• If the return request is made after the specified time frame of 24 hours

• Anything missing from the package like the product, price tag, accessories, labels, original packing, etc.

• Unboxing video and/or photos are not provided as per the instructions given above.

 

CONTACT INFORMATION
If you have any questions, kindly contact us at thepotterstouch@outlook.com.

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