Return & Refund Policy

Order Cancellation & Modification

Refund Policy

All of our products are printed and customized on demand, especially for each customer at the time that they order. Because of this, we can only cancel and refund your orders within the first 12 hours after purchase. If you requested within 12 hours, we will issue full refund to your original payment. Please remember it can take some time for your bank or credit card company to process and post the refund.

Returns & Exchanges

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

We only accept return for the Pre-designed items. If you purchased 'Pre-designed' items, you are allowed to return within 15 days. Shipping will not be refunded in this case.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pottershandsproject.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you order the wrong size or style please contact us within the allowed timeframe and we will be happy to help you exchange it for the right item. 

We will process the store credit or refund once we receive the package at our return facility. It may take up to 10 days after it is delivered to us to be checked into our system. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We do not accept returns or exchanges on clearance items. The condition of these items is not guaranteed and they may not contain original packaging. 

Replacements

If an item is defective or damaged due to manufacturer error or if we ship you the wrong item, we will send a replacement to you. You may need to return the wrong item with a prepaid shipping label.  You must send pictures of the damaged or incorrect item to start the replacement process.

If an order is lost in transit, we will replace it.  You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered.

If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number.  If you purchased Route Shipping Insurance, you received an email from the third party insurer upon placing your order that provides instructions on how to file a claim.  If you did not purchase insurance, we can provide a 50% store credit towards a new item. 

Returned to Sender

If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you.  You will need to pay a shipping and handling fee to cover the costs of reshipping.  If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance.  There will be a $5 per item restocking fee taken out of the refund as well.  

Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier.  Sometimes they end up lost in transit.  In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item. 

If you provided the correct address, we will reship the order to the same address free of charge.  If you want to change the address, you will need to pay the shipping and handling fee. 

Exceptions/Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.