Return Policy

If on receipt of your order you are for any reason dissatisfied with your purchase from Pottery Elements, please contact us immediately at sales@potteryelements.com, we will work with you to try to resolve the issue as smoothly and quickly as possible.

Returns


All returned merchandise is subject to a 25% restocking charge.  Please contact us before returning your order at returns@potteryelements.com or at 1-800-379-1956 to inform us of your wish to return the goods and we will allocate you a Return Authorization Number. The product needs to be returned in ‘new’ condition and complete with all packaging and components. 

Kilns and Other Equipment Orders May Not Be Cancelled Once They Are Processed. For non-120v kilns, a detailed email is sent confirming your order. The processing of your order is not complete until you reply to that email.  Once you reply affirmatively to that email, your order can no longer be cancelled.  For 120v kilns and other equipment, your order is considered processed once we charge your credit card.  We may process your cancellation request after this time, at our discretion, for at least a 25% cancellation/restocking fee. Return shipping will also not be refunded. If you are purchasing a kiln, please make sure you read the section on kiln orders. Refusing a kiln or equipment shipment will also incur a 25% restocking fee, plus all additional related fees resulting from the refusal to receive a confirmed equipment/kiln order.

Return Exceptions: Because of various laws, risk of contamination, manufacturer policy, and return shipping damage, we have the following exceptions to our return policy:

  • Kilns and kiln controllers
  • Kiln spare parts
  • Pottery Wheels
  • Chemicals and stains (for contamination reasons)
  • Pugged clay
  • Scales
  • Video tapes & DVD's

The return shipping costs for unwanted items is the responsibility of the buyer. 
We recommend you use a secure delivery method which requires a signature upon receipt and which ensures you for the cost of the items being returned, as in the rare event of the parcel going missing, you are responsible for the returned products until they reach us.
We are afraid we are unable to refund or dispatch replacement items until the original goods have been returned and received by us.


Discrepancies, Missing Items, Goods Damaged In Transit


If you receive an item from us which you did not order or notice a discrepancy, please contact us via email (sales@potteryelements.com) to inform us within 48 hours of receipt and we will arrange a refund or replacement. To complete your return, we require a receipt or proof of purchase, and a photo of the item so we are able to identify it once it is returned to us.

If your goods have been damaged in transit, you must report the incident to us within 48 hours of receipt. Once the damaged goods have been received back into our warehouse, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

Please Note
We are unable to provide a refund if you provide us with the incorrect/wrong shipping address. Please check your confirmation email to ensure you have entered all details correctly. 

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