Terms & Conditions
Last updated: 28 August 2026
These Terms & Conditions apply to the use of the Hot Pottery website and to purchases made from us.
Please read them carefully before placing an order.
1. About us
This website is operated by Hot Pottery Ltd (“Hot Pottery”, “we”, “us” or “our”).
Company number: 12839068
Registered office: 1st Floor, Spitalfields House, Stirling Way, Borehamwood, England, WD6 2FX
VAT registration number: 357 0400 22
Email: hello@hotpottery.co.uk
These Terms & Conditions apply alongside our other policies, including our:
- Returns Policy
- Privacy Policy
- Cookie Policy and cookie settings
- any specific promotional terms displayed on our website from time to time
If there is any conflict between these Terms & Conditions and a specific promotion or offer, the specific terms of that promotion or offer will apply to the extent of the conflict.
Nothing in these Terms & Conditions affects your statutory rights.
2. Using our website
You may use our website for lawful, personal and non-commercial purposes.
You must not misuse our website, attempt to gain unauthorised access to it or its systems, knowingly introduce malicious or harmful software, or use the website in a way that may damage, disable or interfere with its operation or another person’s use of it.
We may update, change, suspend or withdraw parts of the website from time to time.
Although we aim to keep the website available and accurate, we cannot guarantee that it will always be uninterrupted, error-free or available.
3. Customer accounts
You may be able to create or use a customer account when shopping with us.
You are responsible for ensuring that the information you provide to us is accurate and up to date and for keeping any account access details secure.
Please contact us at hello@hotpottery.co.uk if you believe your account has been accessed without your permission.
We may suspend or close an account where we reasonably believe it is being misused, used fraudulently or in breach of these Terms & Conditions.
You may ask us to close your customer account at any time.
4. Our products
We take reasonable care to ensure that product descriptions, photographs, measurements and other information on our website are accurate.
However, images are provided for illustrative purposes and the appearance of products may vary slightly from the images displayed on your screen.
In particular, colours may appear differently depending on your device, display settings and lighting.
Where products are handmade, hand-finished or produced using materials that naturally vary, there may also be reasonable variations between individual pieces. These characteristics do not necessarily constitute a fault.
Nothing in this section limits your statutory rights where goods are faulty, not as described or otherwise do not conform to your contract.
We may make minor changes to products where necessary to comply with applicable laws or regulatory requirements, provided those changes do not materially alter the product you ordered.
5. Placing an order
When you place an order through our website, you are offering to purchase the products in your basket subject to these Terms & Conditions.
You are responsible for checking your order, delivery information and contact details before completing checkout.
After you place your order, we will normally send you an email confirming that we have received it.
This acknowledgement does not necessarily mean that we have accepted your order.
Unless we tell you otherwise, a contract between you and Hot Pottery is formed when we dispatch the products and send you confirmation that they have been dispatched.
We may refuse or cancel an order before dispatch where there is a reasonable reason to do so, including where:
- a product is unavailable;
- we cannot obtain authorisation for payment;
- there has been an obvious pricing or product-description error;
- we reasonably suspect fraud or unauthorised activity;
- delivery is not possible to the address provided; or
- an order breaches a purchasing restriction or promotional condition clearly communicated to you.
If we cancel an order after taking payment, we will refund the amount paid for the cancelled products.
We may reasonably limit the quantity of products available to an individual customer, particularly where products are limited edition, subject to a promotion or where we reasonably suspect purchases are being made for unauthorised resale.
6. Prices and payment
Prices are displayed in pounds sterling unless stated otherwise and include UK VAT where applicable.
Delivery charges, where applicable, will be displayed separately before you complete your order.
We may change our prices at any time, but a change will not affect an order that has already been accepted by us.
We take reasonable care to ensure prices shown on our website are correct.
If we discover an obvious and unmistakable pricing error which could reasonably have been recognised as an error, we may cancel the affected order. If payment has already been taken, we will refund you.
Payment methods available to you will be displayed at checkout.
Your payment method may be authorised or charged when you place your order.
Discount codes, promotional codes and vouchers are subject to any additional conditions communicated with them and must be applied before completing checkout.
Unless specifically stated otherwise, promotional codes cannot be exchanged for cash and may not be combined with other offers.
7. Klarna
We offer Klarna as a payment method to eligible customers in the UK.
When you choose Klarna at checkout, your personal data and order information may be shared with Klarna so that Klarna can assess your eligibility for its payment options and tailor those payment options to you.
The use of this information is governed by Klarna’s Privacy Notice.
The Klarna payment options available to you will be displayed at checkout and are subject to eligibility, status and Klarna’s terms and conditions.
Klarna’s Pay in 3 and Pay in 30 days are credit products available to permanent UK residents aged 18+, subject to status and Klarna’s terms and conditions.
Questions relating to your Klarna account, payment schedule, eligibility or credit agreement should be directed to Klarna.
Questions relating to your Hot Pottery order, delivery, returns or products should be directed to us.
8. Delivery
Available delivery options, charges and estimated delivery times will be displayed during checkout or otherwise communicated to you before your order is completed.
We will deliver your order to the delivery address you provide.
Please check your delivery address carefully before completing your order.
If you contact us promptly after ordering, we will try to assist with an address change, but we cannot guarantee that an address can be changed once an order has entered our fulfilment or delivery process.
Unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and within 30 days of the contract being formed.
For pre-orders or other products with a later estimated delivery date, a delivery period longer than 30 days may apply where this has been clearly communicated and agreed before you purchase.
Estimated delivery dates are estimates unless we expressly agree that a particular date is essential.
If products in your order become temporarily unavailable, we may contact you to offer separate delivery. You do not have to accept split delivery.
Risk in the products passes to you when the goods are physically received by you, or by another person you nominate to receive them on your behalf, other than a carrier arranged by us.
Ownership of the products passes to you once we have received payment in full.
If delivery cannot be completed, the courier may follow its normal re-delivery, collection or safe-place procedures.
Where a delivery fails because you supplied an incorrect address or failed to collect or accept a delivery after reasonable attempts have been made, we may charge reasonable additional costs actually incurred in arranging re-delivery, where permitted by law.
9. Pre-orders
Products described as pre-orders are not immediately available for dispatch.
The expected availability or delivery period will be stated on the relevant product page or otherwise communicated to you before purchase.
Pre-order dates are estimates and may occasionally change for reasons outside our reasonable control.
If there is a material delay, we will let you know and, where applicable, give you the option to continue waiting or cancel the affected order for a refund.
Your statutory cancellation and consumer rights are not affected.
10. Your right to cancel an online order
If you are a consumer purchasing online, you normally have a legal right to change your mind and cancel your contract within 14 days after receiving your goods, without giving a reason.
Where a single order is delivered in separate deliveries, the cancellation period normally runs from the day after you receive the final item or delivery forming part of that order.
To exercise your right to cancel, you must clearly tell us that you wish to cancel within the applicable cancellation period.
You can contact us at:
You may also use the model cancellation form provided in our Returns Policy, although you are not required to use it.
After telling us that you wish to cancel, you must return the goods to us within a further 14 days.
Full instructions, including our returns address, are contained in our Returns Policy:
https://hotpottery.co.uk/pages/returns
Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning unwanted goods to us.
Certain goods may be excluded from the statutory cancellation right where an exemption under consumer law applies, including certain personalised or made-to-order products.
Where a product is subject to an applicable restriction, we will make this clear where appropriate.
11. Refunds following cancellation
If you validly cancel an online order within your statutory cancellation period, we will refund the amount paid for the goods being returned.
If you cancel and return your entire order, we will also refund the cost of our standard delivery service where you paid for delivery.
If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
We may make an appropriate deduction from a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and that handling has reduced their value.
We will process refunds without undue delay and within the time limits required by law.
Where goods must be returned, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made to the original payment method.
Please see our Returns Policy for further information.
12. Sale and promotional products
Products purchased during a sale or promotion have the same statutory consumer rights as products purchased at full price.
If you are entitled to a refund for a discounted item, the refund will normally be based on the amount you actually paid for that item.
Any additional promotional conditions will be made clear when the promotion is offered.
Nothing in any promotion limits your statutory rights.
13. Sets and bundles
Where products are sold together as a single set or bundle and you exercise a change-of-mind cancellation right in respect of that set or bundle, we may require the complete set or bundle to be returned.
This does not affect your statutory rights where an individual item within a set or bundle is faulty, damaged, not as described or otherwise does not conform to the contract.
14. Free gifts and promotions
From time to time, an order may qualify for a free gift, discount or other promotional benefit.
Promotions may be subject to additional eligibility requirements communicated at the time of the promotion.
If an order is cancelled or returned and, as a result, no longer meets the qualifying conditions for a free gift or promotional benefit, we may require any free gift to be returned.
If a free gift is not returned when reasonably required, or you choose to retain it, we may make a reasonable adjustment to the refund where the terms of the promotion clearly allowed for this and the law permits us to do so.
Your statutory rights are not affected.
15. Faulty, damaged or incorrect goods
We have a legal duty to supply goods that conform to the contract.
Goods must be of satisfactory quality, fit for their intended purpose and as described.
If goods are faulty, damaged, not as described or otherwise do not conform to the contract, you may have statutory rights including a right to reject the goods for a refund and, depending on the circumstances and timing, rights to repair, replacement, a price reduction or a refund.
Your statutory rights under the Consumer Rights Act 2015 are not affected by these Terms & Conditions.
If you receive a damaged, faulty or incorrect item, please contact us at hello@hotpottery.co.uk as soon as possible.
For transit damage, we ask that you contact us ideally within 24 hours where possible because this helps us investigate the damage with our delivery partner. However, failure to contact us within 24 hours does not remove or reduce your statutory rights.
We may ask you to provide:
- your order number;
- your name and email address;
- a description of the issue;
- photographs of the product; and
- photographs of the internal and external packaging where relevant.
Please retain the product and packaging until we have responded, where reasonably possible.
Where a return is required because goods are faulty, damaged or incorrectly supplied, we will cover the reasonable return cost or arrange collection where appropriate.
Further information is available in our Returns Policy.
16. Returns
Our full Returns Policy explains how to return unwanted, damaged, faulty or incorrect goods and how we process refunds and exchanges.
You can view it here:
https://hotpottery.co.uk/pages/returns
Our Returns Policy forms part of these Terms & Conditions.
Where there is any conflict between the Returns Policy and your statutory rights, your statutory rights will take precedence.
17. Intellectual property
All intellectual property rights in our website and its content, including text, photography, graphics, branding, illustrations, designs, video and other materials, belong to Hot Pottery or our licensors unless stated otherwise.
You may view and use our website for personal and non-commercial purposes.
You may not reproduce, distribute, modify, commercially exploit or otherwise use our website content without our prior written permission, except where permitted by law.
18. Our liability
Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- breach of your statutory consumer rights.
If we fail to comply with these Terms & Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
Loss or damage is foreseeable where it is obvious that it will happen or where, at the time the contract was entered into, both you and we knew it might happen.
We supply products to consumers for domestic and private use.
Unless we have expressly agreed otherwise, we are not responsible for business losses, including loss of profit, loss of business, loss of revenue, business interruption or loss of business opportunity arising from products purchased primarily for commercial purposes.
Nothing in this section affects your statutory rights.
19. Events outside our reasonable control
We will not be responsible for delay or failure to perform our obligations where this is caused by an event outside our reasonable control.
Examples may include severe weather, natural disasters, strikes, transport disruption, failures of utilities or telecommunications networks, government action, war, civil disturbance or other events that we could not reasonably prevent.
Where such an event affects your order, we will take reasonable steps to minimise the impact and will contact you where appropriate.
Your legal rights in relation to delayed or undelivered goods remain unaffected.
20. Privacy and personal information
We process personal information in accordance with applicable data-protection law and our Privacy Policy.
Our Privacy Policy explains what personal information we collect, why we use it, the lawful bases on which we process it, who we may share it with and the rights available to you.
Please see our Privacy Policy:
https://hotpottery.co.uk/policies/privacy-policy
Information about cookies and similar technologies is provided through our Cookie Policy and cookie/privacy settings.
21. Third-party services and websites
Our website may contain links to third-party websites or use services provided by third parties, including payment providers and delivery providers.
We are not responsible for the content or operation of third-party websites that we do not control.
Where a third party provides part of a service connected with your order, your rights against Hot Pottery under applicable consumer law are not affected.
22. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time, including to reflect changes to our business, our website, our products or applicable law.
The Terms & Conditions applicable to your purchase will generally be those in force when you place your order.
Changes made after an order has been accepted will not retrospectively alter the terms of that contract unless required by law or agreed with you.
The latest version of these Terms & Conditions will be available on our website.
23. Communications
We may communicate with you electronically, including by email, in connection with your order and use of our services.
Please ensure that the email address you provide is accurate.
You can contact us at:
hello@hotpottery.co.uk
Written correspondence may also be sent to:
Hot Pottery Ltd
1st Floor, Spitalfields House
Stirling Way
Borehamwood
England
WD6 2FX
Returns should not be sent to our registered office.
Please use the returns address specified in our Returns Policy.
24. Other important terms
If any provision of these Terms & Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
If we delay exercising a right under these Terms & Conditions, that does not mean we have waived that right.
We may transfer our rights and obligations under a contract to another organisation where permitted by law. If this happens in a way that materially affects you, we will let you know.
You may only transfer your rights or obligations under a contract where we agree or where the law permits you to do so.
A contract is between you and Hot Pottery. Except where applicable law provides otherwise, no third party has a right to enforce its terms.
25. Governing law and disputes
These Terms & Conditions and contracts between you and Hot Pottery are governed by English law.
If you are a consumer resident elsewhere, this does not deprive you of any mandatory consumer protections that apply in the country where you normally live.
If you live in England or Wales, the courts of England and Wales will normally have jurisdiction.
If you live in Scotland, Northern Ireland or another jurisdiction, you may also have rights to bring proceedings in the courts applicable to where you live.
Nothing in this section restricts any mandatory rights available to you under applicable consumer law.
26. Contact us
If you have any questions about these Terms & Conditions, an order or a product, please contact:
hello@hotpottery.co.uk
Hot Pottery Ltd
1st Floor, Spitalfields House
Stirling Way
Borehamwood
England
WD6 2FX
Company number: 12839068
VAT registration number: 357 0400 22