Refund policy
Returns and Cancellations Policy
We understand that kilns and studio equipment are significant purchases. Our goal is to give you time to review your order while also accounting for the costs associated with payment processing, manufacturer production, and freight shipping. Please review this policy before placing your order.
Order Cancellations
24-Hour Cancellation Grace Period
If you cancel your order within 24 hours of placing it, there are no cancellation fees and your payment will be refunded in full. This gives you time to review your order, confirm voltage and phase, check current lead times, review selected options and upgrades, and confirm delivery details. Whenever possible, made-to-order equipment will not be submitted to the manufacturer until this 24-hour review period has passed.
Cancellations After 24 Hours
Orders canceled after the 24-hour grace period are subject to administrative fees to cover payment processing costs that are not refunded to us:
- 3% for standard payments, including credit cards, debit cards, and PayPal
- 9% for financed payments, including Affirm, Shop Pay Installments, and similar financing services
Made-to-Order Equipment
Many kilns and specialty equipment items are built to order or submitted directly to the manufacturer after purchase. Once production has begun, the manufacturer may charge an additional cancellation fee ranging from 25% to 50% of the purchase price, depending on the product and its stage of production. We will always work to minimize these fees, but they are outside our control once an order has entered production.
Orders Canceled After Shipment
Once an order has shipped, it can no longer be canceled and will be handled as a return. The customer may be responsible for original freight charges, return freight charges, carrier fees, storage fees, redelivery fees, restocking fees, and damage or repair costs.
Returns on Kilns and Large Equipment
Kilns, pottery wheels, furniture kits, vents, controllers, and similar equipment are reviewed for return eligibility on a case-by-case basis. Because many of these products are made to order, configured for the customer, or shipped by freight, all returns must be approved before the product is sent back. Submitting a return request does not guarantee approval. Eligibility may depend on manufacturer policy, product and packaging condition, configuration, order type, and time since purchase and delivery.
Return Request Window
Return requests for equipment must be submitted within 15 days of purchase or 2 days after delivery, whichever comes first. We strongly recommend inspecting your equipment immediately after delivery.
Manufacturer-Recommended First Test Firing
Completing the manufacturer-recommended initial test firing on a new kiln does not automatically make the kiln non-returnable. A kiln that has only completed its recommended first test firing may still be considered for return, provided that the firing followed the manufacturer's procedure; the kiln has not been used for production or additional firings; it has not been damaged, modified, or improperly installed; it otherwise meets this policy; and the manufacturer permits the return. Additional firings or normal use may cause the kiln to be considered used and non-returnable. If you notice a problem during the first test firing, please contact us before firing again.
Return Authorization Required
All returns require written approval and a Return Authorization (RA) number before the product is shipped back. Returns sent without prior approval may be refused and may not qualify for a refund.
Restocking Fees
Approved equipment returns are subject to a minimum 25% restocking fee. Some products may be subject to restocking fees of up to 50%, including custom-configured products, large kiln models, oval kilns, large-capacity kilns, gas kilns, non-standard voltage configurations, 3-phase equipment, made-to-order products, and equipment with limited resale demand.
Return Shipping and Product Condition
Unless the return results from an error on our part, the customer is responsible for all outbound and return freight charges. Original shipping costs are non-refundable. Equipment must be in original packaging, new and resellable, free from damage and unauthorized modifications, approved in writing, and returned with a valid RA number. Any loss in value may be deducted from the refund, including damage, missing parts or packaging, repackaging, repairs, cleaning, improper use, or modifications.
Refused Shipments
Please do not refuse a shipment unless it has significant visible freight damage or Peach State Pottery has instructed you to refuse it. A shipment refused for other reasons may be treated as a return, and the customer may be responsible for freight, storage, redelivery, carrier, and restocking fees.
Freight Damage
Visible damage: inspect your shipment carefully before signing. If it has significant visible damage, refuse delivery and write "Refused due to freight damage." on the delivery receipt, then contact us with photos. If damage appears minor or you are unsure, clearly document it on the receipt before signing. Do not sign for a visibly damaged shipment as received in good condition.
Concealed damage: if you discover damage after unpacking, contact us as soon as possible. Keep all original packaging and provide photos of the equipment, the damaged area, the packaging, the pallet or crate, and the delivery receipt.
Non-Returnable Items
- Clearance, open-box, and final-sale items
- Factory refurbished units (sold as-is unless otherwise stated; manufacturer warranties may still apply)
- Used or installed equipment, and kilns used beyond the manufacturer-recommended initial test firing
- Custom or modified equipment
- Consumable products such as clay, glaze, chemicals, and similar studio supplies
If Peach State Pottery made an error with your order, we will work with you to correct it.
Promotions and Discounted Orders
If your order included a free or discounted promotional item and the qualifying product is canceled or returned, the value of the promotional item may be deducted from your refund. The deduction may not apply if the promotional item is also returned in new, eligible condition.
Refunds
Approved refunds are issued to the original payment method. Applicable deductions may include cancellation fees, manufacturer cancellation fees, restocking fees, freight and carrier charges, storage fees, damage, missing parts, repair or repackaging costs, and promotional item value. Once an approved return is received and inspected, we will process the refund as quickly as possible. Your bank or payment provider may need additional time to post it.
Chargebacks and Payment Disputes
If you experience an issue with your order, please contact us first so we can review the situation and work toward a resolution. Filing a chargeback or payment dispute without contacting us may delay resolution and may affect the handling of a return, refund, or support request where permitted by law and payment processor rules.
Questions?
Contact us before ordering with any questions about returns, cancellations, lead times, freight delivery, product configuration, voltage, or phase. For existing orders, include your order number. Call or text (470) 264-3563 or email sales@peachstatepottery.com.