We want you to love your Pott'd kit. If something isn't right, this policy explains your options, including both our own 30-day returns offer and your legal rights as a customer in the European Union.
There are two ways you may be able to return an item:
You can use whichever applies to you. Where both apply, you keep the benefit of whichever is more favourable to you.
We offer a 30-day return window, which means you have 30 days after receiving your item to request a return.
To be eligible under this voluntary policy, your item must be in the same condition that you received it: unused, with any tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at hello@getpottd.com. Returns need to be sent to a German (DE) address, which we'll provide. Once your return is started, we'll send you a prepaid return shipping label along with instructions on how and where to send your package. Return shipping is on us.
Items sent back to us without first requesting a return under this 30-day policy may not be accepted. (This does not affect your EU right of withdrawal in Section 2, which applies regardless.)
This 30-day policy is something we choose to offer in addition to your legal rights. It does not limit or replace the statutory rights set out below.
If your order is shipped to the European Union or EEA, you have a legal right to withdraw from your purchase within 14 days, for any reason and without giving a justification. This is a statutory right and applies in addition to, and independently of, our 30-day policy above. The conditions in Section 1 (such as items being unused or in original packaging) do not restrict this right.
The 14-day period begins on the day you (or someone you have nominated, other than the carrier) receive the goods. If your order is delivered in several parts, the period begins on the day you receive the last item.
To meet the deadline, it is enough that you send your withdrawal notice before the 14 days have expired.
You can withdraw in any of the following ways:
You may use any clear statement to withdraw; the methods above are simply the easiest.
When you withdraw using our online withdrawal function, we will send you confirmation of receipt by email (a durable medium), including the details of your request and the date and time it was submitted.
After you withdraw, please send the goods back to us without undue delay and in any event within 14 days of telling us you wish to withdraw. We provide a prepaid return label and cover the cost of return shipping. You will not pay to send the item back.
Please use only the return label and address we provide. Do not send goods to our registered office address (251 Gray's Inn Road, London), which is for correspondence only and cannot receive returns.
Because our kits are fragile, please use the original or similarly protective packaging where possible.
If you withdraw, we will reimburse all payments received from you, including the standard delivery cost of your original order. (If you chose a more expensive delivery option than our cheapest standard delivery, we refund the cost of the standard option only.)
We will issue your refund within 14 days of being informed of your decision to withdraw, using the same payment method you used for the original order. You will not be charged any fees for the refund.
We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them back, whichever happens first.
You are free to handle and inspect the goods as you would in a shop. However, you are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
For our paint-your-own kits, this means: if a kit has been painted, fired, or otherwise used beyond inspection, we may reduce your refund by an amount reflecting the reduction in the item's value. Simply opening the box and examining the contents will not affect your refund.
The statutory right of withdrawal does not apply to a limited set of goods, such as goods made to your individual specifications or clearly personalised, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, and perishable goods.
Our standard Paintables kits are not within these exceptions. They are standard products that you personalise yourself after delivery, so your full right of withdrawal applies. The right of withdrawal also applies to items bought on sale or at a discount.
Please inspect your order on arrival and contact us at hello@getpottd.com as soon as possible if your item is defective or damaged, or if you've received the wrong item, so we can evaluate the issue and make it right.
This is separate from the returns and withdrawal options above. Where an item is faulty, damaged on arrival, or not as described, you have legal rights to a remedy (such as repair, replacement or a refund), and we cover all associated costs, including return shipping.
The fastest way to get what you want is to return the item you have and, once the return is received, place a separate order for the new item.
For returns under our 30-day policy (Section 1), we'll notify you once we've received and inspected your return and let you know whether it's approved. If approved, you'll be refunded to your original payment method, typically within 10 business days. Please remember it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at hello@getpottd.com.
For EU/EEA withdrawals (Section 2), the refund terms and timing in that section apply.
If you have any questions, get in touch at hello@getpottd.com.
(Complete and return this form only if you wish to withdraw from the contract. Using this form is optional.)
To: Pott'd Creations Limited, 251 Gray's Inn Road, London, WC1X 8QT, United Kingdom. Email: hello@getpottd.com
This address is for identifying us and sending your withdrawal notice only. Please do not send any goods to this address. Items sent here cannot be received. When you withdraw, we provide a prepaid return label with the correct return address and instructions.
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():
() Delete as appropriate.*
