Sometimes we change our minds or things happen.
This can lead to cancellations, exchanges, returns and refunds. Let’s start with Returns.
Read the entire policy
15 DAY RETURN POLICY!
POTTERY PULSE OFFERS THE LONGEST DURATION OF TIME AVAILABLE FOR CUSTOMERS TO CONSIDER A RETURN - 15 DAYS!
This is 15 calendar days.
This comparison is based against other retailers only. Most require that “Return requests for undamaged or non-defective products must be requested within five days of delivery.” Some are as short as 2 days post-delivery.
It is very possible that Pottery Pulse has missed a longer return policy offered by a retailer. If this is the case, please show us.
- THIS IS IMPORTANT
Do not use your equipment until you are positive you will not return it.
Once you use that product, we’ll both be hard-pressed to find a manufacturer that will accept that return.
So, to put it plainly in our policy, if you use your product, Pottery Pulse has the right to refuse the request for return and refund.
If you do decide that you want to return an item for any reason within 15 days after receipt of your order, please email us at support@potterypulse.com with your order number to receive a Return Authorization Number (if required by that particular manufacturer).
- THIS IS ALSO ESPECIALLY IMPORTANT - Kiln manufacturer policy matters!
Olympic Kilns
They have a general policy of “no returns”.
There are exceptions. But, purchase of an Olympic Kiln should be made with the understanding that it is NOT returnable.
Still - call and ask.
Evenheat Kilns
Their products can be returned for exchange or refund.
The Return Merchandise Authorization is required so this is why it’s important to contact Pottery Pulse within 15 days of delivery.
The RMA consists of a number and this RMA number must accompany returned merchandise and be visible on the outside of return shipping boxes. Returns are not accepted unless accompanied by an Evenheat RMA number. Merchandise received without an Evenheat RMA number are subject to disposal after 30 days of receipt by Evenheat without compensation or notification.
Items being returned for refund or exchange must arrive at Evenheat Kiln in "as received" condition. This means “LIKE NEW”. Please make every attempt to use original packaging when possible and thoughtful packaging when not. Merchandise damaged in return shipping is the responsibility of the customer. You will be notified if your return package indicates shipping damage.
Hot Shot Oven & Kiln
Their products may also be returned or exchanged.
Again, contact Pottery Pulse to get the authorized approval. Hot Shot Oven & Kiln is particularly focused on the requirement that nothing can be returned if it has already been used. Hot Shot Oven & Kiln goes so far as to say that any product whose carton has been opened (seal broken), installed, or has been marked on in any way is not considered suitable for resale, and will not be accepted for return. So, please think carefully before opening the package if you think you might change your mind.
Pre-owned, used, refurbished, or clearance:
If a product happens to be specified by one of these labels; it is not eligible for a return.
Small cosmetic defects may or may not be present. Units are guaranteed working and come with the full manufacturer warranty.
- WE THINK THIS IS ESPECIALLY IMPORTANT TOO
If you open a chargeback rather than communicating with us, you forfeit your right to return your order.
Return-related costs for the customer:
The customer is responsible for pay back of the original cost of the free delivery shipping, as well as the return shipping costs of the item(s) in your order.
In addition to responsibility for both the original shipment costs and the return shipment costs, the customer is also responsible for the original non-refundable payment transaction fee.
As well, the manufacturer will charge a 25-50% restocking fee*.
Once your return item(s) have been received and inspected, we will send you an email notification that we have processed your return payment. Your return costs will simply be deducted from your refund.
*What is the Restocking Fee?
To start, rest easy.
Restocking fees are not applicable for shipments that are refused for damage that isn't signed for by the consignee. However, if freight is refused for damage and there is none, restocking fees will apply. This determination will be at the sole discretion of the manufacturer.
All returned, undamaged merchandise is subject to a restocking charge.
There is a 25% restocking fee + shipping (both ways) + the original transaction fee for returned or refused shipments. To repeat, this means the original free shipping on the product must be paid if it is returned for any reason other than product damage.
The restocking fee may be increased to 50%.
This is the case with respect to products that have:
- Operating voltages other than 120V and 240V (this means 208V, 100V, 200V, 220V, 480V, etc.)
- Multi-phase, non-single phase designs (this means 2 phase, 3 phase, 380V, 400V, 415V, etc.)
- Special/Custom features
- 27”+ diameter models
- An oval shape (regardless of size)
- Gas as its power source (yup, all gas kilns)
- Something else unique about them (e.g., Manual operation, temperature enhancements…)
These model types represent unique or rare combinations. Pottery Pulse and the manufacturers can’t easily resell or dispose of these, hence the higher fee.
Remember, all of this is based on the assumption that the product arrives back to us or the manufacturer in "Like New" condition. "Like New" means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use (if even accepted as most used product will not be), the manufacturer will let us know if it can be refurbished and resold. If it can be, the customer will be informed of that expense. The customer then has that option to still get a partial refund that will now also include the cost of the refurbishment.
This all feels a bit much. So, here’s a quick example:
- Customer buys standard 120-volt kiln with no special features at $1,600
- Pottery Pulse has a $47 transaction fee to process payment
- Shipping of $250 is covered by Pottery Pulse
- Customer decides to return the kiln, upon receipt
- It costs $250 to ship it back
- Upon receipt the manufacturer sees the lid is damaged but they can repair it for $150
What is the customer’s refund? $503
- Customer must pay original $250 shipping
- Customer must pay $250 return shipping
- Customer must pay $47 transaction fee
- Customer must pay $400 restocking fee (25% of price for standard kiln)
- Customer must pay $150 for refurbishment of kiln, damaged upon return
- That $1,097 is deducted from original $1,600 purchase and the balance is refunded.
Exchanges
Let’s say you get the kiln and realize it’s too small or too big for your needs. (This happens more often than you think.)
The exchange basically works the same way as the return. Since you are still getting a kiln from Pottery Pulse, we won’t make you pay back the original shipping. But, you will need to pay for the shipping to return the kiln and for the shipment back to you of the new kiln.
However, let’s say the 1st shipment was $300 and shipment of the new one is $350. Pottery Pulse will cover $50 of that. This way Pottery Pulse is covering the full amount of the shipment of the kiln you ultimately purchased and kept.
All other fees described in the Returns section will still apply for the customer.
Damages
If a product arrives damaged, it’s NOT ON YOU!
We will ensure you get the product you ordered, undamaged, as soon as possible. Of course, items that become damaged after use are non-refundable unless specified under warranty.
To understand the details for receiving/accepting deliveries, checking for damage, and ensuring you follow the correct process if a product is delivered damaged; see our Shipping Policy.
Cancellations
Order cancellations are allowed. However, there are terms and certain timing restrictions that apply.
Pottery Pulse requires that all cancellations are submitted within 2 business days from receipt of order to avoid any cost penalty to the customer.
Put simply, there is no risk to the customer when placing an order for 2 full business days following the order.
Following that 2 business days, the customer may still cancel the order.
Two business days following the order, Pottery Pulse will process payment at which time it will incur a non-refundable transaction fee.
Non-refundable to Pottery Pulse means non-refundable to the customer.
Additionally, Pottery Pulse is likely to charge a cancellation fee at this point**
Pottery Pulse is not aware of exactly when Evenheat or Olympic Kilns begins production on an order. It only is provided the estimated production lead time. Production lead time can vary from as fast as an estimated 2 weeks up to 22 weeks depending on what was purchased, by which manufacturer, and at what time of year. And sometimes the manufacturers beat those lead times. That’s great for earlier delivery but not great if trying to guess how long you have to cancel the order before they start building it.
With that said, Pottery Pulse has the right to charge a cancellation fee that will vary between 25 - 50% of the price paid if an order is cancelled 3 business days or longer after the order is placed.
The cancellation fees are the same as restocking fees. 25-50% dependent on specifics of the product purchased. See above in the Returns section for a reminder on those details.
Why the cancellation fee? Please keep in mind that even if it seems the manufacturer couldn’t possibly have gotten very far in the production of your kiln, they may have ordered parts for your item, employees have been paid to build it, equipment, buildings, tools, and machinery all have been put into place to make it happen.
Pottery Pulse does not care what communication method you use to cancel the order, so long as we receive the message.
**The decision to waive the penalty is left up to the discretion of the manufacturers, and Pottery Pulse, and is determined on an individual basis.
Call us and ask. It never hurts to ask. We have waived cancellation fees before and only deducted the transaction fee.
Cancellations that are made after shipment, but before delivery will be treated as a Return. Please see information regarding Returns above.
Discounted / promotional items
If you've received a discounted or free item based on the purchase of other items (eg: Buy X Get Y Free), but cancel the item the discount was based on - your refund will be less the retail cost of the item(s) given for free.
Purchasing for one-time or temporary use?
Pottery Pulse only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
Product Specification Changes
At Pottery Pulse, we understand that manufacturers occasionally make slight design changes to accommodate production needs that have no impact on the product’s function. It is important that you, as the buyer, understand this too.
This is a common practice across all industries, affecting countless products. Manufacturers are not required to seek approval from distributors or disclose minor design adjustments to us or the customer, as long as these changes do not affect the product’s function, footprint, specifications, or Material Safety Data Sheet.
We may not be notified of updates such as changes to handles, hinges, lid cover materials, vent/fan systems, or latching mechanisms until after these modifications have been made. Manufacturers provide us with marketing materials and specifications that reflect the product's essential features, but these materials may not always include every design detail. Even when a modification occurs, the marketing materials and manuals may remain the same if the functional specifications are unaffected.
If your kiln has undergone minor design adjustments in the above-mentioned categories, Pottery Pulse cannot be held responsible for issuing compensatory payments or refunds. For any inquiries related to these changes, please reach out to the manufacturer directly.
Controller Specification Changes
At Pottery Pulse, we also recognize that manufacturers often purchase kiln controllers in bulk and use them as needed for production. When you order a kiln, the manufacturer typically needs time to build and ship your unit. During that period, the controller company may release new hardware or software updates, which could be purchased by the manufacturer for future use.
Your kiln may or may not include these new hardware or software upgrades from the controller company. We are not always notified in advance of small changes to controller software, hardware, or their phone applications, nor if previously free features now require payment through the app.
If any modifications are made to the kiln controller’s software, hardware, or its associated phone application, including changes to features or payment structures, Pottery Pulse cannot be held responsible for issuing compensatory payments or refunds. For any inquiries related to these updates, please contact the manufacturer directly.
So, that’s it. Those are the policies regarding cancellations, exchange requests, returns, and refunds.
The purchaser/customer agrees that they will abide by Pottery Pulse’s decisions regarding these matters and that any exceptions to the purchase agreement regarding such matters is the sole right of Pottery Pulse.
If you have any questions or require further assistance regarding the Return, Exchange, Cancellation, and Refund policy, please do not hesitate to contact us.
Phone: +1 (866) 522-3373
Email: support@potterypulse.com
Address: 13800 Panama City Beach Pkwy., Suite 106-D, Box #109, Panama City Beach, FL 32407, USA