This policy governs the conditions under which pottedcraft (operating via www.pottedcraft.com) processes returns, replacements, and refunds for our ceramic and cement planters. As our primary customer base is located within Europe, this policy aligns with applicable Australian consumer regulations and the European Union Consumer Rights Directive.

1. 14-Day Right of Withdrawal Under European consumer law, customers have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

  • To exercise your right of withdrawal, you must notify us of your decision by sending an email to creative@pottedcraft.com before the 14-day period expires.
  • We aim to respond to all withdrawal notifications within 48 hours.
  • Items must be returned in their original condition. The customer bears the direct cost of returning the goods when exercising the standard right of withdrawal.

2. Return Address If you are returning items under the 14-day right of withdrawal, please dispatch the items to the following address:

  • [Unit 6, 15-17 Cochranes Road, Moorabbin VIC 3189, Australia]

(Please note: Do not return items before contacting our support team via email to initiate the procedure.)

3. Damaged, Defective, or Incorrect Items If an item arrives damaged, defective, or incorrect, please contact us at creative@pottedcraft.com within 14 days of receiving your order.

  • You are required to attach clear photographic evidence of the issue to your email.
  • Upon assessment of the provided photographs, we will process a full refund or dispatch a replacement order.
  • You are not required to return the physical damaged item to us. The photographic evidence is sufficient to process your claim.

4. Shipping Delays and Delivery Issues We utilise established carriers, including DHL, FedEx, and UPS Priority, for shipments to Europe.

  • If your order exceeds the standard estimated transit time, please contact us immediately.
  • We will initiate a formal investigation with the respective carrier regarding the delayed parcel.
  • Depending on the outcome of the carrier’s investigation and the specific circumstances of the delay, we will issue a full refund or dispatch a replacement order.

5. Refund Processing and Payment Methods Approved refunds will be processed automatically to the original method of payment used during checkout.

  • We accept and process refunds through Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported electronic wallets.
  • Please allow up to 10 working days for the refunded amount to reflect in your account. The exact timeframe depends on your card issuer or electronic wallet provider.
  • If 10 working days have passed since the refund was processed and you have not received the funds, please contact us at creative@pottedcraft.com for further assistance.