Refund policy

RETURNS & REFUNDS

We want you to love your purchase. Alongside your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, our policy is as follows.

Your right to cancel

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, contact us at the email below within this period. You will then have a further 14 days to return the item to us.

Exception – personalised and made-to-order items: Because certain products (such as personalised decoupage shells, or wreaths made to a custom colour/ribbon request) are made specifically for you, these are exempt from the 14-day cancellation right once we have begun making them. This does not affect your rights if the item arrives faulty, damaged, or not as described.

Condition of returns

To be eligible for a return (outside the faulty-goods situation below), your item must be unused, in the same condition you received it, and in its original packaging.

Faulty, damaged, or not as described

If your item arrives faulty, damaged, or doesn't match its description, please contact us straightaway — you're entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, and this isn't affected by the 14-day window above.

How to return an item

Please email us at shop@terrypottery.co.uk to let us know before sending anything back. Once agreed, post your return to:

Terry Pottery

4 Bradstone Brook

Shalford

Guildford

Surrey

GU4 8HE

United Kingdom

We recommend using a trackable shipping service for items over £75, as we can't guarantee we'll receive an untracked return.

Who pays for return shipping

If you're returning an item because you've changed your mind, you're responsible for the return postage cost. If the item is faulty, damaged, or not as described, we'll cover reasonable return shipping costs — just let us know before sending it back.

Refunds

Once we've received and checked your return, we'll email you to confirm. If approved, your refund will be processed to your original payment method within 14 days.

Late or missing refunds

If it's been a while and you haven't seen your refund, please check with your bank or card provider first, as processing can take a few days on their end. If you still can't see it, get in touch with us at shop@terrypottery.co.uk and we'll help sort it out.

Exchanges

Happy to exchange an item if it arrives defective or damaged. Email us at shop@terrypottery.co.uk to arrange this.

Gifts

If your item was a gift and shipped directly to you, we'll happily refund or exchange it with you directly. If it was gifted by someone else who had it shipped to themselves first, please have them contact us to arrange the return, as refunds go back to the original payment method.