At West Hill Pottery we really hope that you are 100 per cent happy with your order, however we understand that sometimes you may wish to return an item. Please contact us to arrange a return and refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Terms
When posting your item back, you must obtain proof of postage of your return. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost or damaged in transit.
The direct cost of returning the goods is your responsibility unless otherwise agreed.
You are responsible for packaging the return appropriately. Any items which arrive back broken due to insufficient packaging will not be refunded.
Refunds will be processed when the request to return is made within 28 days of receipt of delivery.
Refunds will not be issued on items where the request to return is made after the 28 days of receipt of delivery.
When we receive your returned item safely then we will process your refund, excluding the original delivery cost.
Sale items and perishables are not eligible for a refund.
You are able to exchange your item for an alternative, although only after we have safely received your item back, and unfortunately we would have to charge for the delivery of the alternative item.
For International returns, you will need to cover any import duties that may arise when returning items.
Faulty or Damaged Items
Please contact us within 24hrs of receipt of delivery. When emailing please include photos of the damaged/faulty item. We will be able to discuss a replacement or refund for you.
Please DO NOT return damaged or faulty goods without contacting us first. We are unable to refund any postage costs incurred if you return damaged items without contacting us.