Returns & Refunds Policy for Suki Pottery ( www.sukipottery.co.uk)

At Suki Pottery we want you to be delighted with your handmade pottery. As each piece is unique and handcrafted, we understand that sometimes a return might be necessary. This policy outlines your rights and our procedures for returns and refunds, in accordance with UK consumer law.

1. Your Right to Cancel (Change of Mind) - UK Consumer Contracts Regulations 2013

If you are a consumer in the UK, you have a legal right to cancel your order (contract) and receive a refund if you change your mind.

1.1 Cancellation Period: You have 14 days from the day you receive your order (or the last item if your order is delivered in separate shipments) to notify us that you wish to cancel.

1.2 How to Cancel: To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., an email or letter sent by post). * Email: sue@sukipottery.co.uk * Include: Your order number, your name, and the items you wish to return. * You may use the model cancellation form, but it is not obligatory.

1.3 Returning the Item: * Once you have notified us of your cancellation, you must return the item(s) to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation to us. * Return Address: 38 Dene Lane, Fulwell, Sunderland, SR6 8EJ * Condition: Items must be returned in their original condition, unused, undamaged, and in their original packaging. Please ensure fragile items are securely packed to prevent damage during transit. * Return Shipping Cost: You will be responsible for the cost of returning the item(s) to us for change of mind returns. We recommend using a trackable and insured shipping service, as we cannot be responsible for items lost or damaged in return transit.

1.4 Refunds for Change of Mind: * We will process your refund within 14 days of receiving the returned item(s) or (if earlier) 14 days after the day you provide evidence that you have returned the goods. * The refund will include the full price of the item(s) and the original standard delivery cost (if applicable). * We are permitted by law to deduct from your refund any reduction in the value of the goods if the loss is a result of unnecessary handling by you (e.g., handling the goods beyond what would be allowed in a shop). * Refunds will be issued to the original payment method used for the purchase.

2. Faulty or Damaged Items - UK Consumer Rights Act 2015

We take great care in crafting and packaging our pottery. However, in the unlikely event that your item arrives faulty or damaged, or develops a fault, you have statutory rights under the Consumer Rights Act 2015.

2.1 Reporting Faults/Damage: * If your item arrives damaged, please notify us immediately, ideally within 48 hours of delivery. * Email us at sue@sukipottery.co.uk with your order number, a detailed description of the fault or damage, and clear photographic evidence of the damage to the item and its packaging. This is crucial for us to make a claim with the courier if necessary. * If a fault develops later, please contact us as soon as you become aware of it.

2.2 Your Rights for Faulty Items: * Within 30 Days: If the item is faulty or not as described, you are entitled to a full refund within 30 days of receipt. * After 30 Days (up to 6 months): If a fault develops after 30 days but within six months of receipt, we have the option to repair or replace the item. If a repair or replacement is not possible, or if it is unsuccessful, you are entitled to a full refund. * After 6 Months: After six months, you may still be entitled to a repair or replacement, but you would need to prove that the fault was present at the time of purchase.

2.3 Return of Faulty/Damaged Items: * We will provide instructions on how to return the faulty or damaged item. Please do not return an item until you have received these instructions. * We will cover the reasonable costs of returning faulty or damaged items.

2.4 Refunds/Replacements for Faulty/Damaged Items: * Once we have received and inspected the item and confirmed the fault or damage, we will process your refund or send a replacement as agreed. * Refunds will include the full cost of the item and any original delivery charges. * Refunds will be processed to the original payment method.

3. Items Exempt from Returns 

Please note that custom or personalised orders are generally exempt from the change of mind return policy, unless they are faulty or not as described. 

4. How to Return an Item

Contact Us: Email us at sue@sukipottery.co.uk stating your order number, reason for return (change of mind or faulty/damaged), and if faulty/damaged, provide photos.

Wait for Instructions: We will reply with return instructions and the return address.

Package Securely: Package the item(s) carefully, ideally in the original packaging, to prevent damage during transit. Include your order number inside the package.

Ship: Send the item back to the address provided. For change of mind returns, you are responsible for the return shipping cost and we recommend using a trackable and insured service. For faulty/damaged items, we will advise on the shipping method and cover the cost.

5. Contact Us

If you have any questions about our returns and refunds policy, please contact us at: Email: sue@sukipottery.co.uk

August 2025