Refund policy
At Urban Pottery, every order is carefully inspected and packed before dispatch. If something is not right with your order, please contact us and we will work with you to resolve it promptly and fairly.
This policy applies to orders placed within Australia. Nothing in this policy limits your rights under Australian Consumer Law.
Damaged on Delivery
Please inspect your order as soon as it arrives.
If an item has been damaged during delivery, an item is missing, or you have received the wrong product, please contact us within 48 hours where possible. Include your order number, a brief description of the issue and clear photographs of the item, packaging and shipping label.
Please keep the item and its original packaging until we have reviewed your claim. We may ask for additional photographs or arrange an inspection.
Reporting delivery damage within 48 hours helps us investigate the matter with our delivery provider. However, this timeframe does not limit your rights under Australian Consumer Law.
Once the damage has been confirmed, we will arrange an appropriate remedy at no additional cost to you. Depending on the circumstances, this may be a repair, replacement or refund. Please do not return or dispose of a damaged item unless we ask you to do so.
Faulty Products
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
A product may have a major problem if it is unsafe, significantly different from its description or sample, cannot be used for its normal or agreed purpose, or has a fault that would have stopped someone from purchasing it had they known about it.
If a product has a major problem, you can choose a replacement or refund.
If the problem is minor, Urban Pottery may choose to repair or replace the product at no cost to you. If we cannot resolve the problem within a reasonable time, you may be entitled to a replacement, refund or another remedy available under Australian Consumer Law.
We may need to inspect or assess the product before confirming the appropriate remedy.
If a faulty product is small enough to return easily, we may ask you to return it to us. Once the fault has been confirmed, we will reimburse your reasonable return costs. If the product is large, heavy or difficult to return, we will arrange collection or cover reasonable return freight where required by Australian Consumer Law.
If our assessment finds that the product is not faulty, we will discuss any collection, inspection or redelivery costs with you before proceeding.
You may also be entitled to compensation where a faulty product causes reasonably foreseeable loss or damage. Costs associated with emptying, moving, removing, planting or reinstalling a planter are not automatically covered and will depend on the circumstances of the claim.
Where practical, please contact us before disposing of, repairing or replacing a product or incurring additional costs.
Natural Variations and Product Care
Many Urban Pottery planters are handmade or finished by hand. Subtle variations in colour, texture, finish, shape and measurements are part of the individual character of each piece.
These variations are not considered faults where the product remains of acceptable quality and reasonably consistent with its description, images or sample.
Outdoor planters may naturally develop fading, discolouration, surface marks or other signs of weathering over time. The level of weathering will depend on the material, location, care and exposure to the elements and does not necessarily indicate a fault.
Our planters must be installed, planted and maintained correctly. They should be positioned on suitable pot feet or supports so that excess water can drain freely. Unless we confirm otherwise in writing, planters are not designed to be connected directly to PVC pipes, sealed drainage systems or other plumbing.
Urban Pottery is not responsible for damage caused by misuse, incorrect installation, accidental damage or alterations made after purchase. This includes damage caused by:
- Blocking or filling drainage holes
- Drilling, cutting, painting or altering the planter
- Adding concrete or another permanent filling material
- Incorrect support, positioning or drainage
- Moving a planter while it is full
- Impact or mishandling
- Use outside the product’s intended purpose or stated specifications
- Plants with aggressive or expanding root systems
Plants such as Strelitzia and certain bamboo varieties can create significant outward root pressure and may crack or damage a planter. Damage caused by unsuitable or aggressive root growth is not considered a manufacturing fault.
Altering a planter does not automatically remove all of your consumer rights. However, we are not responsible for a problem caused by the alteration, incorrect use or installation.
If you are unsure whether a planter is suitable for a particular plant, location or installation, please contact us before purchasing or planting.
Change-of-Mind Returns
We understand that choosing the right planter for a space can take careful consideration. If you change your mind, you may request a return within seven days of receiving your order.
Approved change-of-mind returns will be issued as Urban Pottery store credit rather than a cash refund.
Please contact us before returning an item. Include your order number and details of the products you wish to return.
To be accepted, the item must be:
- Unused and unplanted
- Clean and free from soil, dirt and water
- Undamaged
- In its original packaging, including all protective wrapping
- In a condition suitable for resale
We cannot accept an item that has been used, planted, altered, damaged or returned without suitable protective packaging.
One change-of-mind return can be processed per order. You may include more than one eligible item in that return.
Change-of-mind returns are not available for:
- Sale or clearance items
- Custom-made or specially ordered products
- Pre-order items
- Items altered at your request
- Gift cards
- Products marked as final sale
These conditions apply only to change-of-mind returns. They do not apply to products that are damaged, faulty or otherwise covered by Australian Consumer Law.
Return Freight
You are responsible for arranging and paying for the return of change-of-mind items.
Planters can be large, heavy and fragile, so they must be packed and transported carefully. We may recommend a suitable delivery provider and obtain a freight quote for you to consider.
Original delivery charges are not refundable for change-of-mind returns. If your original delivery was free or discounted, the actual delivery cost paid by Urban Pottery may be deducted from your store credit. We will tell you about any proposed deduction before approving the return.
If a returned item does not meet the change-of-mind conditions, we may be unable to accept it. In that case, any cost of returning the item to you will be your responsibility.
These freight conditions apply only to change-of-mind returns. Urban Pottery will cover return or collection costs for damaged or faulty products where required under Australian Consumer Law.
Order Cancellations
Please contact us as soon as possible if you wish to cancel an order.
Once an order has been processed, packed, ordered from a supplier, customised or prepared for delivery, cancellation may not be possible.
If Urban Pottery agrees to a customer-requested cancellation, a cancellation fee of 5% of the total order value or $100 AUD, whichever is greater, will apply to cover administration and payment processing costs.
We will confirm the cancellation fee before processing the cancellation. The fee will be deducted from the amount returned to you, and the remaining balance will be refunded to your original payment method unless you choose to receive store credit.
The cancellation fee does not apply where:
- Urban Pottery cancels the order
- Urban Pottery cannot supply the ordered product
- The product is faulty or does not meet a consumer guarantee
- You are otherwise legally entitled to cancel the order or receive a refund
If Urban Pottery cancels an order or cannot supply it, you will receive a full refund, including any delivery charges paid.
Contact Us
For damaged or faulty products, returns or cancellations, please contact us via email:
Email: support@urbanpottery.com.au
Please include your name, order number and photographs where relevant. We will review your request and let you know the next steps.