Refund policy
Returns & Exchanges: At Donovan Pottery, we take pride in the quality and craftsmanship of our products. If, for any reason, you are not completely satisfied with your purchase, we are here to help.
Return Window: You have 14 days from the time of delivery to initiate a return. To be eligible for a return, items must be in the same condition that you received them, unused, and in their original packaging. Proof of purchase is required for all returns.
Damaged Items: If your item arrives damaged, please report it to us within 5 days of delivery at hello@donovanpottery.com. Include photos of the damaged item(s) to facilitate the replacement process. We will cover the shipping costs for items reported as damaged within this timeframe.
If damages are reported after 5 days but within the first 180 days of ownership, we offer a 15% discount on a reorder of the same item. Please contact us at hello@donovanpottery.com with evidence of the damage to avail of this discount. For damages reported after 5 days from delivery and not eligible for a discount, the customer will be responsible for shipping costs.
Initiating a Return or Exchange: To initiate a return or exchange, please email us at hello@donovanpottery.com. Include your order number, the item(s) you wish to return, and the reason for the return. For exchanges, please specify the item you wish to receive in exchange.
Shipping Costs:
- For damaged items reported within 5 days, we will cover the return shipping costs.
- For returns due to change of mind, or exchanges initiated within the 14-day window, customers are responsible for return shipping costs. This includes shipping costs both ways for exchanges.
- Items returned outside of the 14-day window, that are not damaged and were delivered as ordered, will incur a 20% restocking fee. The customer is responsible for return shipping costs.
Refunds: We offer store credit for the amount of the returned item(s), excluding any shipping costs, restocking fees, or non-returnable items. Store credit will be issued once we have received and inspected the returned item(s).
Non-returnable Items: Custom orders and items purchased on sale are final sale and cannot be returned or exchanged.
Exchanges: Exchanges are allowed if the item is in new condition and the customer contacts us within 14 days of receipt to request an exchange. The customer must pay for shipping both ways.
Contact Us: If you have any questions about our return or damages policy, please contact us at hello@donovanpottery.com.