Refund policy

Return and Refund Policy

Last updated: July 14, 2026

We want you to be satisfied with your purchase from Wool Pots Direct. Please review this Return and Refund Policy before placing your order.

30-Day Return Policy

You may request a return within 30 days after your order has been delivered.

To qualify for a return, the product must:

  • Be unused and in the same condition in which it was received;

  • Be free from soil, compost, moisture, plant material, odors, staining, or other signs of use;

  • Include all items originally supplied as part of the product or bundle;

  • Be returned in its original packaging where reasonably possible; and

  • Be accompanied by the order number, receipt, or other proof of purchase.

Wool Pots that have been filled with soil, planted, cut, washed, altered, or otherwise used cannot be returned unless they were defective when delivered.

Starting a Return

To request a return, email:

returns@woolpotsdirect.com

Please include:

  • Your name;

  • Your order number;

  • The product you wish to return;

  • The reason for the return; and

  • Photographs if the item is damaged, defective, or incorrect.

Returns must be approved before they are sent. We will provide the appropriate return address and return instructions after approving your request.

Do not send returns to an address shown on a product label, shipping label, or website contact page unless we have specifically instructed you to use that address.

Items returned without prior authorization may not be accepted or may take longer to process.

Once your return is authorized, it must be shipped within 14 days of receiving the return instructions.

Return Shipping Costs

For returns resulting from a change of mind, accidental order, or other reason that is not caused by Wool Pots Direct:

  • The customer is responsible for return shipping costs.

  • If we provide a prepaid return label, the cost of that label may be deducted from the refund.

  • Original delivery charges are not refundable unless required by applicable law.

Wool Pots Direct will pay reasonable return shipping costs when:

  • The wrong product was sent;

  • The product arrived damaged;

  • The product was materially defective when delivered; or

  • The return is required because of an error by Wool Pots Direct.

We recommend using a trackable shipping service. Wool Pots Direct is not responsible for customer-arranged returns that are lost or damaged in transit.

Damaged, Defective, or Incorrect Products

Please inspect your order when it arrives.

Contact us as soon as reasonably possible if your product is damaged, defective, or different from what you ordered. Reporting visible shipping damage within seven days of delivery helps us investigate the issue with the carrier, but this requested reporting period does not limit any rights you may have under applicable law.

We may request photographs of:

  • The affected product;

  • The packaging;

  • The shipping label; and

  • Any visible shipping damage.

After reviewing the issue, we may offer an appropriate replacement, refund, store credit, or other remedy. Wool Pots Direct will cover reasonable shipping costs when the product was damaged, defective, or incorrectly supplied.

Natural Product Variations

Wool Pots are made from natural wool. Variations in color, shade, texture, thickness, fiber appearance, shape, and approximate dimensions may occur.

Minor natural variations that do not materially affect the product’s intended use are not considered defects. This does not exclude returns where a product is materially damaged, defective, or substantially different from its description.

Non-Returnable Products

The following products cannot normally be returned:

  • Wool Pots that have been used, planted, filled with soil or compost, cut, washed, altered, or damaged after delivery;

  • Products marked “Final Sale” before purchase;

  • Gift cards;

  • Personalized, custom-made, or special-order products;

  • Free promotional products, unless the entire qualifying order is returned;

  • Products that cannot safely or hygienically be resold; and

  • Products for which returns are prohibited by law.

Sale or discounted products may be returned under this policy unless they were clearly identified as Final Sale before purchase.

Nothing in this section limits remedies available for products that were defective, damaged, incorrectly supplied, or otherwise covered by applicable law.

Bundles and Multipacks

Products purchased as a bundle or multipack must be returned as a complete bundle unless we agree otherwise.

If part of a bundle is missing, used, or damaged after delivery, we may decline the return or reduce the refund to reflect the missing or non-returnable products, to the extent permitted by applicable law.

Exchanges

We do not guarantee direct exchanges.

The quickest way to obtain a different product or quantity is normally to:

  1. Request a return for the original product; and

  2. Place a new order for the replacement product.

A replacement order is subject to current prices, shipping charges, promotions, and product availability.

Refunds

We will notify you after the returned product has been received and inspected.

If the return is approved, the refund will normally be issued to the original payment method within 10 business days. Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refund appears in your account.

Unless required by law or the return resulted from our error:

  • Original shipping charges are not refundable;

  • Expedited shipping charges are not refundable; and

  • Return shipping costs may be deducted from the refund when we provided the return label.

Applicable sales taxes will be refunded as required by law.

If more than 15 business days have passed since we confirmed that your refund was approved, contact returns@woolpotsdirect.com.

Order Cancellations

Contact us at returns@woolpotsdirect.com as soon as possible if you need to cancel or change an order.

We will try to accommodate cancellation requests made before fulfillment, but cancellation is not guaranteed once an order has entered processing or shipping.

After an order has shipped, it must be handled through the standard return process.

If we are unable to ship an order within the promised timeframe, we will provide any notice, cancellation opportunity, and refund required by applicable law.

Refused and Undeliverable Packages

If a package is returned because the customer provided an incorrect or incomplete address, refused delivery, or failed to collect the package, we may deduct the original shipping cost, return shipping cost, and any carrier fees from the refund, to the extent permitted by law.

This does not apply when the delivery failure was caused by Wool Pots Direct or its shipping provider.

Promotional Discounts

When a return causes an order to no longer qualify for a promotional discount, free product, free shipping offer, or quantity-based discount, the refund may be recalculated based on the products retained by the customer.

Any adjustment will be made only to the extent permitted by applicable law and the terms displayed with the promotion.

State and Federal Consumer Rights

This policy is intended to apply to purchases made by customers in the United States.

Consumer-protection laws may provide additional rights depending on where you live. Nothing in this policy is intended to exclude, restrict, or replace rights or remedies that cannot lawfully be waived.

Where this policy conflicts with applicable federal, state, or local law, the applicable law will control.

Contact Us

For return, refund, cancellation, or product-related questions, contact:

Wool Pots Direct
Email: returns@woolpotsdirect.com