Refund policy
Last updated: July 28, 2026
At CollectorPots, each piece is individually selected, photographed, described, and documented before it is offered for sale. Many works are handmade, one of a kind, or available in very limited quantities.
Please read this policy carefully before placing an order.
1. Change-of-Mind Returns
CollectorPots does not generally offer discretionary returns or exchanges for change of mind, including situations where a customer later decides that they no longer want the item, prefers a different piece, or no longer has a use for the item.
This does not limit any rights or remedies that cannot be excluded under applicable consumer law.
2. Handmade Variation
Many CollectorPots pieces are handmade.
Minor variations in form, glaze, surface, color, firing marks, foot shape, texture, brushwork, or other characteristics may be part of the making process and the individual character of the piece.
Variations that are visible in the product photographs or clearly disclosed in the product description are not considered defects solely because they differ from machine-made uniformity.
If an item is materially different from its description or photographs, please contact us.
3. Order Cancellation
If you need to request cancellation of an order, please contact CollectorPots as soon as possible through our Contact page.
We will make a reasonable effort to cancel an order before fulfillment begins, but cancellation cannot be guaranteed once packing, fulfillment, or shipment has started.
If we cancel an order before shipment, the amount paid for the cancelled item will be refunded to the original payment method.
4. Incorrect or Materially Misdescribed Items
If you receive an item that is materially different from the item you ordered or materially inconsistent with its product description, please contact CollectorPots promptly.
Please include:
- your order number;
- photographs of the item received;
- photographs of the outer parcel and shipping label where relevant; and
- a brief description of the issue.
We will review the matter and provide an appropriate remedy in accordance with this policy and applicable consumer law.
5. Shipping Damage
Because ceramic works are fragile, please inspect your parcel carefully after delivery.
Visible shipping damage should be reported to CollectorPots within 3 days of delivery whenever reasonably possible so that we can preserve evidence and submit a carrier claim promptly.
Please retain:
- the damaged item;
- the outer shipping carton;
- the shipping label;
- all internal packaging and protective materials.
We may request:
- photographs of the outer carton;
- photographs of the shipping label;
- photographs of the internal packaging;
- clear photographs of the damaged item; and
- a continuous unpacking video where reasonably necessary to support a carrier claim.
For confirmed transit damage, CollectorPots generally resolves the matter by issuing a refund after review.
Because many pieces are one of a kind, an identical replacement may not be available.
The 3-day reporting request is intended to assist with carrier claims and does not limit any consumer rights that cannot legally be excluded.
6. Lost Shipments
If tracking indicates that a shipment may have been lost in transit, please contact CollectorPots.
We will investigate the shipment with the carrier before determining the appropriate resolution.
If the carrier confirms that the parcel has been lost, CollectorPots will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.
7. Approved Returns
Do not send any item back without first contacting CollectorPots and receiving return instructions.
Approved returns must be sent to the return address provided by CollectorPots in the return authorization.
Customers are responsible for packing an approved return securely and following the return instructions provided.
Where a return is required because CollectorPots supplied an incorrect, materially misdescribed, or legally non-conforming item, responsibility for reasonable return costs will be determined in accordance with applicable consumer law.
For any other return accepted by CollectorPots at its discretion, the customer may be responsible for return shipping and related costs.
8. Returned, Refused, or Undeliverable Parcels
Customers are responsible for providing a complete, accurate, and deliverable shipping address.
If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, refusal to pay applicable import charges, or another circumstance attributable to the recipient, CollectorPots may deduct reasonable, non-recoverable costs actually incurred in connection with the shipment, return, customs handling, or carrier processing, to the extent permitted by applicable law.
If re-shipment is requested, additional shipping and related charges may apply.
9. Refund Processing
Approved refunds are issued to the original payment method.
CollectorPots will initiate an approved refund as soon as reasonably practicable after the claim or return has been reviewed.
The time required for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider and is outside CollectorPots' control.
10. Consumer Rights
Nothing in this Refund Policy excludes, restricts, or modifies any guarantee, warranty, right, or remedy that cannot lawfully be excluded under applicable consumer protection law.
Where applicable law provides greater rights than this policy, those rights prevail.
11. Contact
For return, refund, damage, or order-related questions, please contact CollectorPots through the Contact page on collectorpots.com.
Please include your order number whenever contacting us about an existing order.