Returns & Refund Policy

1. Your Right to Cancel (Online Orders)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the item once you have notified us.

To initiate a return, please contact us at:
📧 potmania@hellesdonbarns.co.uk

2. Conditions for Returns

To be eligible for a return:

• Items must be unused and in original condition
• Items must be returned in the original packaging
• Proof of purchase must be provided

We reserve the right to reduce or refuse a refund if the item is returned in a condition that is not suitable for resale.

3. Return Shipping

• Return shipping costs are the responsibility of the customer, unless the item is faulty or damaged
• Due to the size and weight of our products, return shipping costs may be significant
• We strongly recommend using a tracked and insured delivery service

We are not responsible for items lost or damaged during return transit.

4. Damaged or Faulty Items

If your item arrives damaged or faulty:

• You must notify us within 48 hours of delivery
• Please provide clear photos of the item and packaging

We will:

• Offer a replacement, or
• Provide a full or partial refund, depending on the situation

Please do not dispose of the item until your claim has been reviewed and confirmed.

5. Refunds

Once your return is received and inspected:

• We will notify you of the outcome
• Approved refunds will be processed within 5–7 working days

Refunds will be issued to your original payment method.

6. Non-Returnable Items

We may not accept returns for:

• Items that have been used or installed
• Items damaged due to improper handling, installation, or misuse

7. Product Information

Some of our products, including water features:

• May show natural variations in colour, finish, and texture
• Are supplied in original manufacturer packaging

These characteristics are not considered faults.

8. Delivery Notes

Please ensure that someone is available to receive your delivery.

We recommend inspecting your item upon arrival and reporting any issues as soon as possible.

9. Contact Us

For any return or refund queries, please contact:

Potmania
Hellesdon Barns
Norwich

📧 potmania@hellesdonbarns.co.uk