Refund policy

Welcome to The Trident Pottery. We want you to be happy with your purchase and confident when shopping with us.

This Return & Refund Policy explains when products may be returned and how refunds, replacements, exchanges, and cancellations are handled.

By placing an order with The Trident Pottery, you agree to the terms set out below. Nothing in this policy limits or affects your statutory rights under applicable UK consumer law.

1. Return Eligibility

We offer a 30-day return period, starting from the date your order is delivered.

To qualify for a return, the product should:

• Be unused and in its original condition.
• Include its original packaging, tags, accessories, certificates, and documentation where applicable.
• Not have been damaged through misuse, neglect, accidental impact, improper storage, modification, or incorrect handling after delivery.
• Be accompanied by your order number or other valid proof of purchase.

Where permitted by law, products returned in a condition that does not meet these requirements may be refused or may qualify for a reduced refund.

Your statutory rights remain unaffected where a product is faulty, damaged, misdescribed, or otherwise not in conformity with your order.

2. Return Period

You have 30 days from the date of delivery to request a return.

We recommend contacting us as soon as possible if you decide that you would like to return an item.

Return requests submitted after the 30-day return period may not be accepted unless applicable consumer law provides otherwise.

Any statutory cancellation rights available to you remain unaffected.

3. Return Shipping Costs

Damaged, Faulty, Defective, or Incorrect Products

If you receive a product that is damaged, defective, faulty, or different from what you ordered, please contact us.

Where the return is accepted because of an issue for which we are responsible, The Trident Pottery will cover the reasonable cost of returning the product. We may provide a prepaid return label or arrange another suitable return method.

Change-of-Mind Returns

If you return a product because you have changed your mind, you will normally be responsible for the cost of return shipping, unless applicable consumer law requires otherwise.

Any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.

4. Restocking Fees

The Trident Pottery does not charge a restocking fee.

Restocking Fee: 0%

5. How to Request a Return

Before returning a product, please contact our customer support team.

Email:

support@thetridentpottery.com

When contacting us, please provide:

• Your order number.
• The product you wish to return.
• The reason for the return.
• Clear photographs where the product is damaged, defective, faulty, or incorrect.

Our team will review your request and provide the appropriate return instructions.

Please do not send a product back before receiving return instructions from us, as doing so may delay the processing of your return.

6. Refund Processing

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved:

• Your refund will normally be processed within 14 business days.
• The refund will be issued to the original payment method used for the order.
• The time it takes for the funds to appear in your account may depend on your bank, card provider, or payment service.

Where applicable UK consumer law requires a different refund timeframe, the legally required timeframe will apply.

7. Refund Conditions

A full refund may be provided when:

• The return is requested within the applicable return period.
• The product meets the return eligibility requirements.
• The product is received in an acceptable condition.
• The necessary order information or proof of purchase is provided.

Where permitted by law, we may reduce a refund if the value of the product has been reduced because of unnecessary handling.

This may include situations where:

• The product has been used or handled beyond what is reasonably necessary to inspect it.
• The product has been damaged, chipped, cracked, stained, marked, or altered after delivery.
• Parts, accessories, certificates, tags, or packaging are missing.
• The product has lost value because of the customer's handling.

We will not unfairly refuse or reduce a refund where the product is faulty, damaged on arrival, misdescribed, or otherwise protected under applicable consumer law.

8. Products That May Not Be Eligible for Change-of-Mind Returns

The following products may not be eligible for a change-of-mind return if they are no longer in their original condition:

• Ceramic figurines that are chipped, cracked, scratched, or damaged after delivery.
• Decorative bowls that have been used or damaged after delivery.
• Ceramic wall décor that has been damaged or altered after delivery.
• Ceramic planters that have been used, cracked, chipped, or damaged after delivery.
• Any returned product that is incomplete or no longer in resalable condition.

This does not affect your statutory rights if a product arrives damaged, faulty, incorrect, or misdescribed.

9. Damaged, Faulty, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

Pottery and ceramic products can be fragile, so we strongly recommend checking both the product and its packaging immediately after receiving your parcel.

If an item arrives damaged, defective, faulty, or incorrect, contact us promptly at:

support@thetridentpottery.com

Please include, where possible:

• Your order number.
• A description of the problem.
• Clear photographs of the product.
• Photographs of the internal packaging.
• Photographs of the external packaging.
• A photograph of the shipping label.

Please keep the affected product and all packaging until we have reviewed your claim.

After reviewing the issue, we may offer an appropriate solution such as a replacement, exchange, repair, or refund, depending on the circumstances and applicable consumer law.

10. Order Cancellations

You may request to cancel your order before it has been processed or dispatched.

Please contact us as soon as possible if you would like to cancel an order.

If your order has already been processed or dispatched, we may not be able to stop the shipment. However, you may still be able to return the product after delivery in accordance with this policy and your statutory rights.

Personalised, customised, or made-to-order products may not be cancellable once production has started, except where required by law.

11. Exchanges

We may offer an exchange where:

• A product arrives damaged.
• A product is defective or faulty.
• You receive the wrong product.
• An eligible product is returned in accordance with this policy.

Please contact us before returning an item for exchange.

All exchanges are subject to product availability.

Some pottery products may be handmade, individually finished, produced in small batches, or available in limited quantities. As a result, an identical replacement may not always be available.

If the same product is unavailable, we may offer a suitable alternative, store credit, or a refund, depending on the circumstances.

12. Handmade Product Variations

Some products sold by The Trident Pottery may be handmade, hand-finished, or individually produced.

Because of this, minor variations may occur in areas such as:

• Colour.
• Glaze.
• Texture.
• Pattern.
• Shape.
• Size.
• Surface finish.

These natural differences can be part of the individual character of handmade pottery and may not necessarily be considered defects.

However, this does not affect your rights where a product is damaged, faulty, materially different from its description, or otherwise not fit for its intended purpose.

13. Late or Missing Refunds

If an approved refund has not yet appeared in your account, please:

• Check your bank or payment account again.
• Contact your bank, card provider, or payment service.
• Allow for your financial institution's normal processing time.

If the refund is still missing after the expected processing period, please contact us at:

support@thetridentpottery.com

We will review the transaction and provide reasonable assistance.

14. Contact Information

For questions regarding returns, refunds, cancellations, exchanges, or replacements, please contact us:

Business Name: The Trident Pottery
Business Email: support@thetridentpottery.com
Business Phone: +44 20 7278 2698
Business Address: 84 Caledonian Rd, London N1 9DN, United Kingdom