Refund policy

At POT & POP, customer satisfaction and product integrity are our highest priorities. Please review our return and refund policy below.


Damaged or Defective Items (Safe Arrival Guarantee)

Ceramics are delicate, and we take great care in packaging every order. If your pieces arrive broken, chipped, or damaged in transit:

  1. Please take clear photos of the damaged item and the exterior packaging.
  2. Contact us at info@potandpop.com within 48 hours of receiving the package with your order number.
  3. We will issue a complimentary replacement or provide a full refund immediately. You do not need to ship broken ceramics back to us.


14-Day Return Policy (Change of Mind)

We accept returns for eligible retail items within 14 days of delivery, subject to the following conditions:

  • Items must be unused, unwashed, and in their original packaging with all labels and protective wraps intact.
  • Customers are responsible for return shipping arrangements and courier costs. We recommend using a trackable shipping service, as we cannot issue refunds for items damaged or lost during return transit.
  • Once the returned package is received and inspected at our warehouse, we will notify you and process a refund to your original payment method within 5–7 business days.


Non-Returnable Items

  • Custom-glazed, personalized, or bespoke-commissioned ceramic pieces.
  • B2B / Commercial wholesale volume orders (governed by separate trade contracts).
  • Gift cards and clearance / sample-sale items.


Exchanges

The fastest way to exchange an item for a different color or model is to return the original item according to our return policy and place a separate new order online.


Contact

For any return or refund inquiries, please email us at info@potandpop.com.