Returns & Exchanges

14-Day Return Policy

We want you to love every piece you purchase from Poterie Zug. If for any reason you are not completely satisfied, you may return your order within 14 days of delivery for a full refund or exchange. This is in accordance with Swiss consumer protection regulations.

Conditions for Returns

• Items must be unused and in their original condition
• Items must be returned in the original packaging with all protective materials
• You must include your order number and reason for the return
• The return must be initiated within 14 days of receiving the delivery

Items That Cannot Be Returned

• Custom or personalised ceramic pieces made to your specifications
• Items marked as final sale
• Gift cards
• Items that have been used, washed, or show signs of wear

How to Initiate a Return

1. Email us at info@poterie-zug.ch with your order number and the reason for the return
2. Our team will respond within one business day with a return authorisation and shipping instructions
3. Pack the item securely in the original packaging to prevent damage during transit
4. Ship the item to the address provided in your return authorisation

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part (e.g. wrong item shipped). In such cases, we will provide a prepaid return label or reimburse your shipping costs.

Exchanges

If you would like to exchange an item for a different product or variant, please initiate a return and place a new order for the desired item. This ensures the fastest processing and delivery of your replacement.

Refund Processing

Once we receive and inspect the returned item, we will process your refund within 14 business days. The refund will be credited to your original payment method. Please allow additional time for the refund to appear on your bank or credit card statement depending on your financial institution.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery at info@poterie-zug.ch with photographs of the damage. We will arrange an immediate replacement or full refund, including shipping costs, at no charge to you.

Questions?

For any questions about returns or exchanges, please contact us. We are here to help Monday to Friday, 10:00 to 18:00 CET.