sales@potterykilndirect.com
Mon-Fri: 9am-6pm EST
sales@potterykilndirect.com
Mon-Fri: 9am-6pm EST
This policy explains cancellations, eligible returns, refunds and help with damaged or incorrect items purchased from Pottery Kiln Direct, an online store operated by Pottery Brands LLC.
Please do not send returns to our business address or a manufacturer's address without authorization. The correct destination depends on the product.
The 30-day policy applies to eligible standard products. An item that has been opened, used, installed, fired or altered is not eligible for a change-of-mind return. This does not prevent you from reporting a defect or requesting support under an applicable warranty.
Products identified before purchase as custom, made-to-order or non-returnable are excluded from change-of-mind returns. Any additional product-specific return restrictions must be disclosed before purchase; check the product page or contact us before ordering if you need clarification.
For an eligible change-of-mind return, the merchandise refund is the amount paid for the returned item, less the 25% restocking fee. The customer pays return freight or postage, and the original delivery charge is not refunded. We will explain the applicable costs when authorizing the return.
After the approved return arrives, we check its condition and notify you of the refund. We issue eligible refunds within 20 working days of approval and receipt, using the original payment method. Working days are Monday to Friday, excluding public holidays. Your payment provider may take additional time to display the credit. Contact us if the refund has not been issued within this period.
Standard orders: contact us as soon as possible before dispatch to cancel free of charge and receive a full refund. Once a standard order has shipped, the eligible-return process and its fees apply.
Custom and made-to-order products: production may begin as soon as an order is placed. Once production begins, these orders cannot be cancelled for a change of mind and are not returnable. Contact us immediately if you need to request a change.
Shipping delays: if we cannot ship within the stated timeframe, we will notify you of the revised estimate and explain your options, including consent to the delay or cancellation of the unshipped order for a prompt full refund where required. Change-of-mind fees and the ordinary return-processing period do not override these rights.
If your delivery is overdue, tracking has stopped updating, or tracking says delivered but you have not received the order, email sales@potterykilndirect.com or use our contact form with your order number. We will investigate with the supplier and carrier and keep you informed.
If the order is confirmed lost in transit or we cannot complete delivery, we will arrange a replacement at no additional cost or a full refund for the undelivered order, including its delivery charge. For a partly delivered order, this applies to the missing items and their associated delivery charge. No restocking fee applies, and you do not need to return goods you never received.
An agreed refund for a lost or undeliverable order is issued to the original payment method within 20 working days. We will not require you to wait for the carrier to reimburse us. Any shorter refund deadline required by law takes precedence.
Please inspect the packaging at delivery. Note visible damage on the delivery receipt, photograph the packaging and item, and keep the packaging while we review the issue. Email your order number, model or SKU, photographs and a description to sales@potterykilndirect.com.
Report delivery damage promptly, ideally within 24 hours, so we can help meet the carrier's or manufacturer's claim requirements. This is a request for prompt reporting, not an automatic cutoff for your rights. Contact us as soon as you discover concealed damage or another problem.
For confirmed delivery damage, an item supplied incorrectly, or a defect present on arrival, we cover the necessary return shipping and do not charge a restocking fee. Contact us first so we can review the issue and arrange the appropriate repair, replacement or refund and any required return. Please do not book return freight or send the item back without our written instructions. Problems arising later are assessed under the applicable manufacturer warranty, including its transport terms; this does not limit rights under consumer-protection law.
Contact us within the return window to request an eligible exchange. The original item must meet the return conditions above. For change-of-mind exchanges, the customer is responsible for return shipping, delivery of the replacement and the applicable 25% restocking fee, as well as any price difference. We will confirm the costs before arranging the exchange.
Equipment purchased from Pottery Kiln Direct is covered by the applicable manufacturer warranty, subject to the manufacturer’s terms for the product. Coverage periods, covered components, exclusions, claim procedures and any transport responsibilities follow those terms. See the individual product page and the manufacturer's warranty for details. Contact us with your order number and a description of the problem if you need help finding the correct support route. Delivery-damage reporting and manufacturer warranty claims are separate processes.
For buy-one-get-one promotions, both items must be returned to refund the bundle, subject to the normal return conditions and applicable fees. If only one item is returned, contact us about the replacement or store-credit arrangement before returning it. Any promotion-specific terms disclosed with the offer also apply.
Pottery Kiln Direct
Email: sales@potterykilndirect.com
Phone: +1 (855) 785-5407
Customer service: Monday to Friday, 9am–6pm Eastern Time.
For delivery areas, charges and estimated timing, see our Shipping Policy. Nothing in this policy limits rights that apply under consumer-protection law.
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