Returns & Refunds Policy

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OVERVIEW

At Pottery Lab S.A.L., every piece is handcrafted to order with care and intention. Due to the bespoke and handmade nature of our Products, we operate a limited refund and exchange policy. We encourage all customers to review this policy carefully before placing an order.

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ELIGIBILITY FOR REFUNDS

Refunds may be considered under the following circumstances:

• The product arrives damaged or defective due to a production fault.
• The wrong item was delivered.
• The order was cancelled by Pottery Lab S.A.L. prior to dispatch.

Refunds are not available for change of mind, color variation inherent to the handmade process, or minor imperfections that are characteristic of handcrafted ceramics.

To be eligible, damage or defects must be reported within 48 hours of delivery, supported by photographic evidence sent to hello@potterylab.net.

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REFUND PROCESS AND TIMELINE

Once a refund request is reviewed and approved, refunds will be processed to the original mode of payment within [7–14] business days, depending on your issuing bank. Pottery Lab S.A.L. will notify you by email once the refund has been initiated. We are not responsible for any additional delays imposed by your bank or card issuer.

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NON-REFUNDABLE SERVICES OR DEPOSITS

The following are non-refundable under all circumstances:

• Custom commission deposits once production has commenced.
• Workshop booking fees once the booking has been confirmed.
• Shipping and handling fees, regardless of the outcome of a refund request.

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CANCELLATION BY THE CLIENT

Cancellation requests must be submitted in writing to hello@potterylab.net. The following conditions apply:

• Cancellations requested within 24 hours of order placement and before production has commenced may be eligible for a full refund.
• Cancellations requested after production has commenced are not eligible for a refund.
• Custom commission cancellations are subject to the deposit terms agreed upon at the time of booking.

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CANCELLATION BY THE COMPANY

Pottery Lab S.A.L. reserves the right to cancel any order at its discretion, including in cases of product unavailability, suspected fraudulent activity, force majeure, or any other circumstance that prevents fulfilment. In the event of cancellation by us, you will be notified by email and a full refund will be issued to the original mode of payment within [7–14] business days.

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EXCHANGE OR RESCHEDULING POLICY

Exchanges are only accepted for items that arrive damaged or defective, subject to availability of a replacement. We do not offer exchanges for change of mind.

Workshop or studio session bookings may be rescheduled once, subject to availability, provided a rescheduling request is submitted at least [48 hours — confirm] before the scheduled date. Requests submitted within this window will be treated as a cancellation and the booking fee will be forfeited.

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LATE OR NO-SHOW POLICY

For workshop or studio bookings, late arrivals beyond [15 minutes — confirm] of the scheduled start time will be accommodated at our discretion and subject to session availability. No-shows without prior notice forfeit their booking fee entirely and are not eligible for rescheduling or refund.

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FORCE MAJEURE SITUATIONS

In the event that a delivery or service cannot be fulfilled due to circumstances beyond our reasonable control, including but not limited to natural disasters, civil unrest, power outages, or government-imposed restrictions, Pottery Lab S.A.L. will work with affected customers to reschedule or issue store credit where possible. Refunds in force majeure situations will be assessed on a case-by-case basis.

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NO REFUND / NO CANCELLATION — IMPORTANT NOTICE

Certain products and services are explicitly non-refundable and non-cancellable. These are clearly identified on the relevant product and booking pages prior to purchase. By completing a purchase for such items, you acknowledge and accept that no refund or cancellation will be available. This notice is provided in advance of purchase to avoid any dispute.

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CONTACT FOR REFUND REQUESTS

All refund, exchange, and cancellation requests must be submitted in writing to:

Pottery Lab S.A.L. Email: hello@potterylab.net Phone: +961 3 326 046 Address: Allenby 1, 6th Floor, Beirut Central District, Lebanon

Please include your order number, a description of the issue, and photographic evidence where applicable.