Refund policy

Return and Refund Policy

At Sandstone Pottery, our goal is to provide you with exceptional pottery and ensure your complete satisfaction. We take pride in the quality and craftsmanship of our products. If, for any reason, you are unhappy with your purchase, we are here to assist you. Please review our return and refund policy below.

Returns: We accept returns only in cases where there is a legitimate reason for customer dissatisfaction, such as receiving damaged or defective items. If you believe your pottery has arrived in an unsatisfactory condition, please contact us within 7 days of receiving your order. We kindly ask that you provide us with detailed information and, if possible, include photographs illustrating the issue. This will help us understand the situation and provide a suitable resolution.

Refunds: Upon receiving and evaluating your return request, we will determine if a refund is appropriate. If a refund is approved, we will initiate the refund process within 5 business days. Please note that the refund will be issued using the same payment method used for the original purchase.

Please be aware that certain circumstances are non-refundable:

• Custom orders: Customized or personalized pottery pieces, specifically made to your specifications, cannot be returned or refunded unless they arrive damaged or defective.
• Shipping costs: Unless the return is due to an error on our part, shipping costs incurred during the initial purchase or return process are non-refundable.

Return Process: To initiate a return, please contact us at Molly@sandstonepottery.com within 7 days of receiving your order. We will guide you through the return process and provide you with any necessary instructions. Please ensure that the pottery is securely packaged for its return shipment to prevent any further damage.

We highly recommend using a trackable shipping service for your return and retaining the proof of postage until the return process is completed. Please note that return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Our Commitment: At Sandstone Pottery, we are committed to resolving any issues or concerns you may have regarding your purchase. We will make every effort to address your concerns promptly and find a suitable resolution that leaves you satisfied with your pottery and your overall experience with us.

If you have any questions or need further clarification regarding our return and refund policy, please don't hesitate to reach out to us. We value your support and look forward to serving you with the utmost care and attention to ensure your pottery journey is a delightful one.