Refund policy
Last updated: 29 September 2026
Our pieces are fragile and made by hand, so we encourage a considered purchase. If a piece is not right for you, here is how returns work.
Your right to withdraw
If you are a consumer, you may withdraw from your purchase within 14 days of the day you, or someone you name, receive the goods. If one order arrives in several parcels, the 14 days start from the day you receive the last one. You do not need to give a reason.
To withdraw, fill in our online withdrawal form or send us a clear statement by email to hi@potteryandpoetry.com with your order number. You may use the model form below, but you do not have to. We will confirm receipt and send you the return address and packing instructions.
Returning the goods
- Please send the goods back within 14 days of telling us you are withdrawing.
- The direct cost of returning the goods is paid by you.
- Please pack each piece carefully, ideally in its original packaging, and use a tracked and insured service.
- You are responsible for any loss in value caused by handling the goods more than needed to check their nature and characteristics.
Refunds
We will refund all payments received from you, including the standard delivery cost, within 14 days of receiving your withdrawal. We may wait until we receive the goods back, or until you show that you have sent them, whichever comes first. The refund is made with the same payment method you used, unless we agree otherwise, and you will not pay any fees for it.
Exceptions
The right of withdrawal does not apply to goods made to your specifications or clearly personalised, for example pieces in colours or combinations you chose, pieces with names or text, sets you configured in our product customizer and bespoke orders.
Exchanges
If you would like a different piece instead of a refund, tell us when you write to us. Exchanges depend on availability.
Cancelling an order
You can cancel an order before it is dispatched by emailing us with your order number, and we will refund you in full. Personalised and made-to-order pieces cannot be cancelled once production has started, because they are made especially for you.
Damaged or faulty items
If a piece arrives broken or faulty, please email us as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the parcel and the item. This helps us claim with the courier. We will replace the piece or refund you, including delivery costs. Your rights under the 2-year legal guarantee are not affected.
Business orders
The right of withdrawal applies to consumers. Orders placed by businesses, including restaurant, hospitality and corporate gift orders, follow the terms of their individual offer.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: POTERY EOOD (Pottery & Poetry), 55 Krastyo Sarafov St., 1421 Sofia, Bulgaria, hi@potteryandpoetry.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: