Cancellations and eligible returns
- Before dispatch: Contact us promptly to request cancellation. Standard orders can be cancelled before shipment without a cancellation charge; custom and made-to-order exclusions apply.
- Custom or made-to-order items: Products identified before purchase as custom, made-to-order or non-returnable are excluded from change-of-mind returns. Custom and made-to-order orders cannot be cancelled for a change of mind once production begins. Delayed-order cancellation rights still apply as described in our policy.
- Eligible returns: Request a return within 30 days of delivery. Items must be unopened and unused, with their original packaging and included components. Eligible change-of-mind returns incur a 25% restocking fee and customer-paid return shipping; the original delivery charge is not refunded. Any product-specific exclusions must be disclosed before purchase.
Email us or use our contact form with your order number before sending anything back so the correct return arrangements can be confirmed. Read the Return & Refund Policy for eligibility, exclusions and the full terms.
Refund processing: Once an eligible return has been approved and received, we issue the refund within 20 working days to the original payment method. For confirmed delivery damage, an item supplied incorrectly, or a defect present on arrival, we cover the necessary return shipping and charge no restocking fee. Contact us for written return instructions before sending anything back. Later problems follow the applicable manufacturer warranty and its transport terms, without limiting your consumer-protection rights.
Manufacturer warranty information
Manufacturer warranty coverage applies to your purchase in accordance with the manufacturer’s terms for this product. Coverage periods, covered components, exclusions and any transport responsibilities follow those terms. We can help with warranty questions and guide you through the claim process.
Durston warranty information
If your order does not arrive
Report an overdue or missing delivery using our contact form or email. We investigate with the supplier and carrier. If the order is confirmed lost or we cannot complete delivery, we arrange a replacement at no extra cost or a refund for the undelivered goods and their delivery charge, with no restocking fee. See our Return & Refund Policy for the full process and refund timing.
Help with a fault or delivery problem
Keep your proof of purchase and have your model, serial number where applicable, a description of the issue and photographs ready. Email sales@potterykilndirect.com or call +1 (855) 785-5407, Monday–Friday, 9am–6pm Eastern Time. A warranty claim is assessed under the manufacturer's terms and is separate from a change-of-mind return.
Durston — sold by Pottery Kiln Direct