Refund policy
We hope you are happy with your ShopPotters Shop purchase. If you're unhappy with the goods for any reason, please return them to us. We have a 28-day return policy, which means you have 28 days after receiving your item to request a return. If an item is faulty we're also happy to offer a refund or replacement if possible when reported within 28 days of delivery. Please contact us before return so we can provide you the best possible service.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at queries@shoppotters.com. Please note that returns will need to be sent to the following address: ShopPotters Potters Resort Coast Road Hopton-on-Sea Norfolk NR31 9BX
If the product you receive is not as stated, we will refund the total cost, including your return postage costs. If you change your mind, you will receive a refund for the products only.
Proof of postage should always be obtained when returning items. Failure to do so may result in our refusal to offer a refund, should your order go missing before it arrives with us. You can always contact us for any return question at queries@shoppotters.com.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Personalised & Custom Orders Please note that personalised and custom-made items are not eligible for a refund or exchange under any circumstances, unless the item arrives faulty or damaged. This includes any items that have been printed, embroidered, or customised to your specification — for example, hoodies personalised with a year or name. Please ensure all personalisation details are correct at the time of ordering as we are unable to make amendments once production has begun. This does not affect your statutory rights.
Exceptions / non-returnable items Certain types of items cannot be returned such as custom made products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that personalised or custom-made items are not eligible for exchange.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at queries@shoppotters.com.
Gift Cards - Refunds and Returns: Gift Cards are non-refundable and cannot be exchanged for cash, credit, or any other voucher except where required by law. Products purchased using a Gift Card are subject to the standard ShopPotters returns policy. Where a refund is approved for an item purchased in full or in part using a Gift Card, the refunded amount will be issued as a Gift Card. If a purchase was made using a combination of a Gift Card and another payment method, the Gift Card element of the refund will be returned as a Gift Card, with any remaining balance refunded to the original payment method where applicable.