Returns Policy

We hope you love your Hot Pottery purchase, but if you change your mind or something isn’t quite right, please follow the returns process below.

Changed your mind?

If you have purchased from us online, you have the right to cancel your order within 14 days of receiving your goods.

To let us know that you wish to make a return, please email hello@hotpottery.co.uk within 14 days of receiving your order, quoting your order number and the item(s) you wish to return.

Once you have told us that you wish to cancel, you then have a further 14 days to send the goods back to us.

Items should be returned in their original condition and, where possible, in their original packaging. You are responsible for taking reasonable care of the goods while they are in your possession.

You may handle the goods as you reasonably would when examining them in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, and this has reduced its value, we may make an appropriate deduction from your refund.

How to return your order

Please send returns to:

Hot Pottery
Unit 7, Road One
Winsford Industrial Estate
Winsford
CW7 3PZ
United Kingdom

Important — please include your order details

You must include either a printed copy of your order confirmation or a covering note clearly stating your order number, full name and email address inside your return.

We need this information to identify your returned items and match them to your order. If these details are not included, we may be unable to identify your return when it arrives, which could significantly delay the processing of your refund.

Please package your return carefully and securely to minimise the risk of damage in transit.

We strongly recommend using a tracked postal or courier service and retaining your proof of postage until your refund has been completed. We cannot be responsible for returned goods that do not reach us.

Unless an item is faulty, damaged or has been supplied incorrectly, you are responsible for the cost of returning it to us.

Please do not send returns to any address other than the returns address above unless a member of the Hot Pottery team has specifically instructed you to do so.

Refunds

Once your return has been received, we will inspect it and process any refund due to your original payment method.

We will process refunds without undue delay and within the timeframes required by law. We may withhold a refund until we have received the goods back or you provide evidence that you have returned them, whichever happens first.

Please allow additional time for your bank, card provider or payment provider to credit the refund to your account after it has been processed by us.

If you cancel and return your entire order under your statutory cancellation rights, we will also refund the cost of our standard delivery service where you paid for delivery.

If you chose a more expensive delivery method, such as express delivery, we are only required to refund an amount equivalent to our standard delivery charge.

The cost of returning an unwanted item to us is your responsibility.

Sale and promotional items

Items purchased in a sale or promotion are subject to the same statutory cancellation rights as full-price items.

Damaged, broken, faulty or incorrect items

We take great care when packing your Hot Pottery order. However, if anything arrives damaged, broken, faulty or different from what you ordered, please contact us at hello@hotpottery.co.uk as soon as possible.

When contacting us, please provide:

• your order number
• your full name and email address
• a description of the issue
• clear photographs of the damaged or faulty item
• where relevant, photographs of the outer and internal packaging

For items damaged in transit, please contact us as soon as possible and ideally within 24 hours of delivery. Prompt notification and photographs help us investigate damage with our delivery partner and resolve the issue for you as quickly as possible.

However, the 24-hour request does not affect your statutory rights if an item is faulty, damaged or not as described.

Please retain the item and all of its packaging until we have responded to you, as we may need additional photographs or need to arrange collection.

Please do not attempt to repair a faulty or damaged item yourself or through a third party before contacting us, as this may affect our ability to assess the problem.

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or not as described, you may have statutory rights to a refund, repair or replacement under the Consumer Rights Act 2015.

Where a return is required because goods are faulty, damaged or have been supplied incorrectly, Hot Pottery will cover the reasonable cost of returning the goods or arrange collection where appropriate.

Exchanges

If you would like to exchange an unwanted item for a different product, please contact hello@hotpottery.co.uk. Exchanges are subject to availability and you will be responsible for the cost of returning the original item unless it is faulty, damaged or incorrect.

If an item arrives damaged or faulty and a replacement is appropriate, please contact us before returning it. We will let you know how to proceed and arrange the return or collection where necessary.

Exceptions

Certain products may be excluded from the statutory right to cancel where an exemption under consumer law applies, for example personalised or made-to-order products.

Where an item is subject to an applicable returns restriction, we will make this clear where appropriate.

Your statutory rights

Nothing in this Returns Policy limits or excludes your statutory rights.

 

Model Cancellation Form

If you wish to cancel an online purchase within your statutory cancellation period, you may use the wording below, although you do not have to use this form to exercise your right to cancel.

Please email your cancellation to hello@hotpottery.co.uk.

To: Hot Pottery Ltd

I hereby give notice that I wish to cancel my contract for the sale of the following goods:

Order number:
Goods ordered:
Date ordered:
Date received:
Full name:
Address:
Date: