Refund policy

Return

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

All returns must be reached out to hanzenpottery@gmail.com first. All returns must be boxed, sealed (no loose items). Please enclose a note of your order number with your returned items (this is shown on your order confirmation email and delivery note).

The cost of returning unwanted items is your responsibility. We advise that items should be returned by trackable delivery method and insured for their full retail value. You are responsible for them until we have received and checked them.

 

Refund

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hanzenpottery@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us within 5 days of receiving if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom items, discounted items and gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.