Refund policy

Return/Refund Eligibility

Requests for return/refund must be made within 30 days after receiving the product. Products must be unused, in the same condition as they were received, and in the original packaging. Receipt or proof of purchase is required for return. 

The customer may request to return or exchange products to Sheepscot River Pottery (SRP) which have been received broken, damaged, missing parts, or products found to have a major flaw*. Perishable goods such as food, flowers, plants, etc., cannot be returned. SRP does not accept hazardous materials, flammable liquids or gasses.

To request a return or refund, please follow the steps below and contact us at: 

• sheepscotretail@gmail.com 
• 207-882-9410

Reference your order number when calling or in the subject of the email.

SRP reserves the right to make the final decision on returns, exchanges and refunds.

Product Return/Refund Process

1. To initiate a return or refund, contact us.
2. If the product has been damaged/flawed take pictures of the damaged/flawed product, shipping box (top, sides and bottom), and shipping label and email the pictures to sheepscotshipping@gmail.com.
3. SRP will evaluate the request and notify the customer via phone or email.
• If the product has been damaged in shipping or missing parts due to package damage, SRP will initiate a claim with USPS. The customer must keep all boxes and products involved in the claim until the claim is settled. This includes the package label. SRP will refund the customer the full purchase price plus original shipping. SRP may request to have the damaged products shipped back to SRP or brought back to a local USPS location. 
• If the return/refund has been requested because the customer is not satisfied, and the refund has been authorized by SRP, the customer will be responsible for the cost of shipping the products back to SRP. Once the products are received by SRP, SRP will refund the customer the full purchase price. If the product return or refund is not authorized by SRP, the customer may keep the product.
4. SRP will advise on return of products:
• If the product is needed for the return SRP will send a shipping label via email. 
• If the product is not needed for the return the customer can keep the product.
• If the customer is responsible for shipping, SRP requires a tracking number for the return process. 

 

 Late or missing refunds (if applicable)

If the customer has not received a refund within 7 days the customer should check their bank account or credit card statement or contact their financial institution. Please contact SRP for confirmation of refund.

 

Sale items (if applicable)

Products purchased at a discount during a sale or promotion can only be refunded for the discounted purchase price.

Products on clearance or marked as final sale are not eligible for refund, return, or exchange. 

 

Gifts and Indirect Sales

If a product was purchased by the customer and the customer shipped it to someone else, SRP is not responsible for any damage or missing parts. SRP is not responsible for any shipments not sent from SRP.

 

*The severity of flaws is at the discretion of Sheepscot River Pottery Management. SRP pottery is handmade and will have slight imperfections due to the nature of the product.