Refund policy

Refund & Cancellation Policy

Last updated: 11/11/2025

Thank you for shopping at NEELA. We take great pride in the quality and craftsmanship of our pottery. Your satisfaction is important to us. Please read our policy on cancellations, returns, and refunds carefully.

By purchasing from https://neelapottery.com, you agree to this Refund & Cancellation Policy and our Terms and Conditions.

1. Order Cancellation Policy

1.1. Cancellation Window You may request to cancel your order for a full refund within 24 hours of placing your order.

1.2. How to Request a Cancellation To request a cancellation, you must email us at neelabluepottery@gmail.com within the 24-hour window. Please use the subject line "Order Cancellation" and include your Order Number in the email.

1.3. Late Cancellation Requests

  • Cancellation requests received after the 24-hour window are not guaranteed.

  • If your order has already been processed and prepared for shipment, it cannot be canceled. It will then fall under our "All Sales Are Final" policy (see Section 2).

  • If we are able to accommodate a late cancellation request (before the item has shipped), a transaction processing fee (e.g., 5%) may be deducted from your refund. This is to cover non-refundable payment gateway charges we incur.

2. Return Policy (All Sales Are Final)

Due to the handcrafted and fragile nature of our pottery, all sales are final.

We do not accept returns or exchanges based on a change of mind, personal preference, or improper use. We ask that you please read all product descriptions and dimensions carefully before purchasing.

The only exception to this policy is for items that arrive damaged or if you receive an incorrect item. Please see the policy below for these extreme cases.

3. Damaged or Incorrect Items (The Only Exception)

We do our best to pack every item with extreme care. However, due to the fragile nature of pottery, damage during transit can occasionally occur.

You must inspect your order upon delivery.

If your item arrives damaged or if you receive the wrong item, please follow these steps:

  1. Contact us within 48 hours (2 days) of receiving your order.

  2. Email us at neelabluepottery@gmail.com with the following:

    • Your Order Number.

    • A clear description of the issue (e.g., "damaged in transit," "received wrong item").

    • Clear photographs showing:

      • The damaged item.

      • The exterior of the shipping box.

      • The interior packaging. (These photos are mandatory for us to process a claim with our shipping carrier.)

Once we receive your email and verify the damage or error, we will offer you the choice of a full refund (including shipping costs) or a replacement (if the item is in stock).

Please do not ship back damaged items unless we specifically request it.

4. Refund Process

This section applies to all approved refunds from Order Cancellations (Section 1) and Damaged/Incorrect Items (Section 3).

After your cancellation is confirmed or you have sent us the required photos for a damaged item, we will notify you of the approval or rejection of your refund.

If your refund is approved:

  • Your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Please allow 7-10 business days for the refund to appear in your account, depending on your bank or card issuer.

5. Questions

If you have any questions about our Refund & Cancellation Policy, please contact us at neelabluepottery@gmail.com.