Returns and Refunds

Returns, Cancellations and Refunds Policy

Last updated: 29 August 2026

We want you to be pleased with your pottery. This policy explains how to cancel an online order, make a return, or report an item that is damaged, faulty or not as described. Nothing in this policy affects your statutory rights under UK consumer law.

Cancelling before dispatch

Contact support@fishbarnpottery.co.uk as soon as possible with your name and order number. If the order has not been dispatched, we will cancel it and refund the payment to the original payment method. If it has already been dispatched, use the returns process below.

Changing your mind after delivery

For most goods bought online, you have the right to cancel without giving a reason:

Tell us clearly that you wish to cancel within 14 days after the day you receive the goods.
Return the goods within 14 days after telling us you wish to cancel.

Email support@fishbarnpottery.co.uk with your order number and the item you wish to return. We will acknowledge the request and provide the return instructions and address.

You may use the model cancellation wording at the end of this policy, but you do not have to.

Return condition and packaging

You may inspect an item as you would in a shop. Please return it with all included parts and pack it carefully, preferably using the original protective packaging. You are responsible for the item until it reaches us.

We may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning. Handmade variations visible in the listing photographs are not faults; the photographs show the individual piece supplied.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the item. We strongly recommend a tracked, adequately insured service because pottery is fragile.

If an item is faulty, damaged in transit, or not as described, contact us before returning it. We will provide an appropriate remedy and cover reasonable return costs where a return is required.

Do not send returns without first contacting us. This does not remove your legal right to cancel, but prior contact helps us identify the parcel and process it promptly.

Refunds for change-of-mind returns

We will refund:

the price paid for the returned goods; and
the cost of the least expensive standard delivery method we offered for the original order.

We do not have to refund the additional cost of an enhanced or express delivery service chosen by you.

We will issue the refund within 14 days after receiving the returned goods or, if earlier, within 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive that evidence. Refunds are made to the original payment method unless expressly agreed otherwise, and we do not charge a refund fee.

Damaged, faulty or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may have a legal right to reject them within 30 days and receive a refund. Depending on the circumstances and the time elapsed, you may alternatively be entitled to a repair, replacement, price reduction or refund.

Because many of our pieces are unique, an identical replacement may not be possible. If so, we will offer the remedy required by law, which may include a refund or, with your agreement, a suitable alternative.

Please contact support@fishbarnpottery.co.uk with your order number, an explanation of the issue and clear photographs where helpful. A request for photographs does not limit your statutory rights.

Return exclusions

The statutory right to cancel may not apply to goods made to your specifications or clearly personalised. A product being handmade or one of a kind does not, by itself, remove the cancellation right.

Any applicable exclusion will be stated clearly on the product page before purchase. This does not affect your rights if an excluded item is faulty or not as described.

Return address

Do not return an item until we have confirmed the correct return instructions.

FishBarn Pottery
Unit 2, 102 Dorchester Way, Harrow, HA3 9RB

Model cancellation wording

To: FishBarn Pottery

I give notice that I cancel my contract for the sale of the following goods:

Order number:
Goods ordered:
Ordered on / received on:
Customer name:
Customer address:
Date:

If sent on paper, sign here: ____________________

Contact

Email: support@fishbarnpottery.co.uk
Telephone: [020312345678]
Postal address: 58 Lilian Road, London, SW16 5HW