Refund policy

ShopPotters, Potters Resorts

Returns & Faulty Goods Policy

At ShopPotters, Potters Resorts, we are committed to providing quality products and excellent customer service. If you are not completely satisfied with your purchase, please read our Returns & Faulty Goods Policy below.

Returns Policy (Change of Mind)

We offer a 28-day returns policy for unwanted items. This means you have 28 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

Unused and unworn.
In the same condition that you received it.
Complete with all original tags, packaging and accessories.
Accompanied by proof of purchase.

If you have changed your mind, you are responsible for the cost of returning the item unless otherwise agreed.

To arrange a return, please contact us before sending your item.

Email: queries@shoppotters.com

Returns Address

ShopPotters, Potters Resorts
Coast Road
Hopton-on-Sea
Norfolk
NR31 9BX

Please obtain proof of postage when returning any item. ShopPotters, Potters Resorts cannot accept responsibility for returned parcels lost in transit where proof of postage cannot be provided.

Faulty, Damaged or Incorrect Items

Please inspect your order upon receipt. If you believe your item is faulty, damaged or you have received an incorrect item, please contact ShopPotters, Potters Resorts as soon as possible.

Every faulty goods claim is assessed individually in accordance with the Consumer Rights Act 2015.

Faults Reported Within 30 Days

Where a genuine manufacturing fault is identified within 30 days of delivery, you will normally be entitled to reject the goods for a full refund.

Where appropriate, we may instead offer a repair or replacement if this is your preferred option.

Faults Reported Between 30 Days and 6 Months

If a fault is reported after 30 days but within six months of purchase:

The item must be returned for inspection.
We will assess whether the issue is the result of a manufacturing defect, accidental damage, misuse or fair wear and tear.
Where a manufacturing fault is confirmed, we will provide an appropriate remedy, which may include a repair, replacement or refund in accordance with the Consumer Rights Act 2015.

Faults Reported After 6 Months

If a fault is reported more than six months after purchase:

The item must be returned to ShopPotters, Potters Resorts for inspection before any decision is made.
We will assess the age of the product, its overall condition, the location of the fault, the expected lifespan of the product and whether the issue is consistent with normal use.
Where appropriate, we may consult the manufacturer or supplier before reaching a final decision.
If, following inspection, the issue is considered to be the result of fair wear and tear, accidental damage, misuse or neglect, a repair, replacement or refund will not normally be offered.

Inspection of Returned Goods

All returned items will be inspected before a refund, repair or replacement is authorised.

Photographs may be requested initially; however, ShopPotters, Potters Resorts reserves the right to require the item to be returned for a full inspection.

Where necessary, we may refer the product to the manufacturer or supplier for further assessment.

Fair Wear and Tear

Many of our products are designed for regular use and will naturally show signs of wear over time.

Examples of fair wear and tear include:

Cosmetic scuffs and marks.
Wear to handles, straps and stitching through prolonged normal use.
Fading or deterioration of materials through regular use.
Damage caused by overloading.
Damage caused by misuse or accidental damage.
Damage caused by improper storage or use contrary to the manufacturer's instructions.

Fair wear and tear is not considered a manufacturing defect.

Every claim is assessed individually, taking into account:

The age of the product.
Its overall condition.
The frequency of use.
The expected lifespan of the product.
The location and nature of the fault.
Evidence of misuse, accidental damage or neglect.

Personalised & Custom Orders

Personalised, embroidered, printed or custom-made items cannot be returned or exchanged unless they are faulty, damaged or supplied incorrectly.

Please ensure all personalisation details are correct before placing your order, as amendments cannot be made once production has begun.

This does not affect your statutory rights.

Exceptions / Non-Returnable Items

The following items are not eligible for return unless faulty or incorrectly supplied:

Personalised products.
Custom-made products.
Special-order items.
Gift Cards.
Sale or clearance items.

If you are unsure whether your item can be returned, please contact us before sending it back.

Exchanges

If you require a different item, the quickest way is to return the original item (where eligible) and place a new order once your return has been approved.

Personalised and custom-made items are not eligible for exchange unless faulty.

Lawn Bowls Exchange Policy

Due to the specialist nature of lawn bowls and the costs associated with sourcing, handling and reselling them, customers wishing to exchange a set of bowls because they have changed their mind, selected the wrong size, weight or bias, or the bowls are not suitable for their personal preference will be subject to a £50 exchange fee per set.

The bowls must be returned:

In their original condition.
Free from damage, engraving, alterations or signs of use.
Complete with all original packaging, accessories and documentation.

Customers are responsible for:

The cost of returning the bowls.
Delivery charges for the replacement set.

This exchange fee does not apply where the bowls are faulty, damaged, incorrectly supplied or not as described.

Condition of Returned Bowls

All bowls returned for refund or exchange will be inspected upon receipt.

If bowls are returned with signs of use including rink marks, scratches, chips, engraving, stickers removed or any other damage beyond reasonable inspection, ShopPotters, Potters Resorts reserves the right to refuse the exchange or refund.

Customers should not use bowls outdoors or on a bowling green if they believe they may wish to return or exchange them.

This does not affect your statutory rights.

Refunds

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

If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction.

If more than 15 business days have passed since your refund was approved, please contact queries@shoppotters.com.

Gift Cards

Gift Cards are non-refundable and cannot be exchanged for cash except where required by law.

Products purchased using a Gift Card remain subject to this Returns & Faulty Goods Policy.

Where a refund is approved:

Purchases made entirely using a Gift Card will be refunded to a Gift Card.
Purchases made using a combination of a Gift Card and another payment method will be refunded proportionately to the Gift Card and the original payment method.

Your Statutory Rights

Nothing in this Returns & Faulty Goods Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Where this policy offers benefits in addition to your statutory rights, these are provided by ShopPotters, Potters Resorts as a goodwill policy.