Cancellation, Returns and Refunds

What are my rights when I buy from this website?

You have 14 days to change your mind, and separate protection if anything is wrong
with the pottery. Those are two different things and they work differently, so they
are explained separately below. Nothing on this page takes away a right you have in law.

What if my pottery arrives broken or damaged?

We replace it or refund you in full, and the cost is ours. Breakage in
transit is our risk, not yours.

• Send a photograph of the piece and of the packaging to +92 300 4314888 on WhatsApp, or to
  multaniblueart@gmail.com, within 14 days of delivery.
• Tell us whether you would prefer a replacement or a refund. The choice is yours.
• Do not send the broken piece back. We do not need it, and we will not ask
  you to pay to return it.
• A refund is sent to the account you paid from, within 14 days of us agreeing it.

Please keep the packaging until the matter is settled, as the carrier sometimes asks to see
it.

What if I simply change my mind?

You can cancel within 14 days of receiving your order, for any reason, without
giving one. This is your right under the Consumer Contracts Regulations 2013.

• Tell us within 14 days of the day the goods arrive. A message on WhatsApp or an email is
  enough. You do not need a form or a reason.
• Send the pottery back within 14 days of telling us.
• The cost of returning the pottery to us is yours when you are cancelling
  because you changed your mind. We tell you this before you order, as the regulations require,
  because a return to Pakistan is not cheap and you should know before you buy.
• We refund within 14 days of the pottery reaching us, or of you showing us proof that you
  sent it, whichever is sooner.
• Return the pottery in the condition it reached you. You may unwrap and examine a piece as
  you would in a shop. If it is damaged by more handling than that, we may reduce the refund.

If the cost of returning a piece is more than the piece is worth, message us before you
post anything and we will tell you what we can do.

What if the pottery is faulty or not as described?

You have 30 days to reject a faulty item for a full refund, under the
Consumer Rights Act 2015. After 30 days you may still ask for a repair or replacement. Goods
we sell must be as described, of satisfactory quality and fit for purpose, and no wording on
this site changes that.

Return postage for a faulty or wrongly described item is ours, not yours.

Is a difference in colour or pattern a fault?

No. Every piece is thrown and painted by hand, so no two are identical.
Small differences in the depth of the blue, the sweep of a pattern and the exact dimensions
are what tells you a human made it, and they are not defects. A crack, a chip or a piece that
does not match its description is a defect, and is covered above.

How do I contact you about a return?

WhatsApp +92 300 4314888, or email multaniblueart@gmail.com. A real person answers, and your order number
helps us find you quickly.

Where do returns go?

HMB Pottery, Nubahar Canal Road, Near Biomonde Plants, opposite OGDCL Office, Samejabad, Multan, Pakistan. Please message us before sending anything back, so we can tell you the best
way to send it and watch for its arrival.