Returns & Refunds Policy
Effective Date: 1 October 2025
Last Updated: 1 October 2025
Thank you for shopping with Pottery By Noor Ltd. We want you to be completely satisfied with your purchase or course booking. This policy explains your rights and options for returns, refunds, and cancellations in accordance with UK consumer protection law.
1. Returns for Ceramic Products
We hope you love your handmade ceramics, but if you are not satisfied, you have the right to return most items within 14 days of receiving them.
Eligibility for Returns
You can return an item if:
- It was purchased directly from Pottery By Noor through our website potterybynoor.com
- It is in its original, unused condition; and
- You contact us within 14 days of delivery to request a return.
Once you’ve notified us of your wish to cancel, you have another 14 days to return the item.
How to Return an Item
- Email us at [email protected] with the details of your order and reason for return.
- We’ll confirm the return address and provide instructions.
- Carefully package the item to prevent damage during transit.
- Post the item back to us using a tracked or insured service (you are responsible for the return postage cost, unless the item is faulty).
Refunds
- We will issue a full refund within 14 days of receiving the returned item, excluding the original standard delivery cost.
- Refunds will be processed to your original payment method.
- We reserve the right to reduce your refund if the item has been handled in a way that reduces its value (for example, used, damaged, or not securely packaged for return).
Items That Cannot Be Returned
We cannot accept returns or issue refunds for:
- Custom or personalised items, made to your specifications;
- Items damaged due to misuse or neglect after delivery.
If your item arrives damaged or faulty, please notify us within 48 hours of delivery with photos, and we will arrange a replacement or full refund at no cost to you.
2. Course and Workshop Bookings
Cancellations by You
If you have booked a ceramics class, course, or workshop:
- Cancellations made 14 days or more before the course start date will receive a full refund or may be rescheduled.
- Cancellations made less than 14 days before the start date are non-refundable, unless we are able to fill your space.
- You may transfer your booking to another person if you notify us in advance.
Cancellations by Us
We reserve the right to cancel or postpone a class due to unforeseen circumstances, such as illness, low enrolment, or venue issues.
If this happens, you will be offered either:
- A full refund, or
- The option to transfer your booking to a new date or similar class.
3. Exchanges
We do not currently offer direct exchanges. If you wish to exchange an item, please return the original for a refund and place a new order.
4. Damaged or Faulty Items
We take great care to ensure your ceramics are well packaged.
If your order arrives damaged:
- Please email us at [email protected] within 48 hours of receipt, including photos of the damage and packaging.
- We will arrange a replacement or issue a full refund, including postage costs.
5. Contact Us
If you have any questions about this Returns & Refunds Policy, please contact us:
Email: [email protected]
Address: Pottery By Noor Ltd, International House, 66 Lavender Hill, London, SW11 5RQ.
Legal Notes
This policy complies with:
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Rights Act 2015
Your statutory rights are not affected.