Return & Refund Policy – PotterBrella

At PotterBrella, every product is made to order with care and attention to detail. We aim to ensure that every customer receives their order in excellent condition.

Please read our return and refund policy carefully before placing an order.

Change-of-Mind Returns

As our products are made to order, we do not voluntarily accept returns, cancellations, or refund requests simply because a customer has changed their mind, no longer wants the product, or ordered by mistake.

This policy does not affect any applicable statutory cancellation rights.

Damaged, Defective or Incorrect Products

We accept refund or replacement requests where:

• The product arrives damaged or broken.

• The product has been damaged during shipping.

• The product arrives defective or faulty.

• The product received is incorrect or significantly different from what was ordered.

If you experience any of these issues, please contact our customer support team with your order number, a description of the problem, and photographs where possible.

We will review the issue and arrange an appropriate refund, replacement, or other remedy in accordance with your consumer rights.

Reporting an Issue

We encourage customers to inspect their orders upon arrival and contact us as soon as possible if anything is wrong.

Please retain the original packaging and provide clear photographs of any damage where possible to help us resolve your issue efficiently.

Refund Processing

Once a refund has been approved, it will be processed to your original payment method.

Please allow additional time for your bank or payment provider to process and display the refund.

Important Information

By placing an order with PotterBrella, you acknowledge that our products are made to order and that we do not offer voluntary change-of-mind returns.

We remain committed to resolving issues involving damaged, defective, incorrect, or otherwise non-conforming products.

Nothing in this policy limits or excludes your statutory consumer rights.

Contact Us

For any questions or concerns regarding your order, please contact our customer support team using the contact information provided on our website.

Thank you for shopping with PotterBrella.