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Returns & Refund Policy
Last updated: 8 September 2026
At Ingrid’s Pottery, I want you to be happy with your purchase. As my products are handmade in small batches, I carefully check and package each order before it is sent.
This policy explains how returns, refunds, cancellations and damaged items are handled.
Your statutory rights as a consumer are not affected by this policy.
1. Cancelling your order
If you have changed your mind about your purchase, UK consumer law generally gives you the right to cancel an online order within 14 days of receiving your goods, without having to give a reason.
If you wish to cancel your order, please contact me at:
Please include your order number and let me know that you wish to cancel your order.
You will normally then have a further 14 days to return the goods to me.
2. Returning unwanted items
Items returned because you have changed your mind must be returned in a suitable condition and, where reasonably possible, in their original packaging.
You are responsible for the cost of returning an unwanted item unless the item is faulty, damaged, incorrect or not as described.
I recommend using a tracked delivery service when returning an item, as I cannot be responsible for an item that is lost or damaged while being returned to me.
If an item is returned in a condition that goes beyond what is reasonably necessary to inspect its nature, characteristics and functioning, I may be entitled to make an appropriate deduction from the refund, where permitted by law.
3. Faulty, damaged or incorrect items
If your order arrives damaged, faulty, incorrect or significantly different from its description, please contact me as soon as possible at ingridspottery@gmail.com.
Please provide:
Your order number
A description of the problem
Photographs of the item
Photographs of the packaging if the item was damaged during delivery
I will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your consumer rights.
Please keep the damaged item and its packaging until I have had an opportunity to assess the issue.
You will not normally be responsible for return postage where an item is faulty, damaged, incorrect or not as described.
4. Handmade items
My pottery is handmade, so individual pieces may have small variations in:
Shape
Size
Colour
Glaze
Texture
Pattern
Finish
These variations are a natural part of handmade pottery and are not considered faults where the item is otherwise as described and fit for purpose.
Product photographs are intended to give an accurate representation of each item, but colours may appear slightly different depending on your screen or device.
5. Personalised or made-to-order items
The 14-day cancellation right does not generally apply to goods that are made to your specifications or clearly personalised for you.
If you order a personalised or specially commissioned item, I will make this clear before you place your order.
This does not affect your legal rights if the item is faulty, damaged or not as described.
6. How to return an item
Before returning an item, please contact me at:
I will provide any return information you need.
Please package returned pottery carefully to prevent damage during transit. I recommend using the original packaging where possible.
The return address will be provided when your return is arranged.
7. Refunds
Once your return has been received and checked, I will process any refund you are entitled to.
Refunds will normally be made to the original payment method.
Where you cancel an order under your statutory cancellation rights, I will normally refund the purchase price and the standard delivery charge you originally paid.
If you chose a more expensive delivery option than the cheapest standard delivery method offered, I am not required to refund the additional cost.
Where permitted by law, a deduction may be made if returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
8. When will I receive my refund?
Refunds will be processed within the timeframe required by applicable UK consumer law.
Depending on your bank or payment provider, it may take additional time for the money to appear in your account.
If you believe a refund is overdue, please contact me at ingridspottery@gmail.com.
9. Exchanges
I do not generally offer direct exchanges for unwanted items.
If you would like a different product, you can return the original item in accordance with this policy and place a new order.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
10. Items lost or damaged during return
Please package returned items securely.
If an item is damaged or lost while being returned because it was not packaged appropriately, this may affect your refund where permitted by law.
For this reason, I recommend using a tracked and insured delivery service for valuable or fragile returns.
11. Contact
If you have any questions about returns or refunds, please contact:
Ingrid’s Pottery
Email: ingridspottery@gmail.com
Website: ingridspottery.co.uk
I will always aim to resolve returns and refund issues fairly and as quickly as possible.