Refund policy

At Potclay, we are committed to providing a reliable and transparent shopping experience. Please read our policy carefully before placing an order.

1. Inspect Your Order on Delivery

Please inspect your order immediately upon delivery. This applies to all items including plants, pots, planters, and tools.

If there is any issue, you must:

  • Record an unboxing video (mandatory)
  • Report the issue within the specified time limits below

1. Plants (Perishable Items)

❌ Plants are strictly not eligible for returns, refunds, or replacements once delivered

Due to their natural and perishable nature, plant condition can be affected by:

  • Weather conditions
  • Handling after delivery
  • Watering and care practices

Delivery Issue Protection Only

If a plant is: Damaged, Missing or Incorrect

You must:

  • Record an unboxing video (mandatory)
  • Report the issue within 12 hours of delivery

Only delivery-related issues will be reviewed for replacement or refund. 

 

2. Return Policy (Non Perishable Items)

Includes: Gardening & ARS Tools , Pots , Planters, Accessories

If the item is: Damaged, Missing or Incorrect

You must:

  • Record an unboxing video or provide images
  • Report the issue within 12 hours of delivery
  • Eligible for replacement or refund
  • Return shipping will be covered by PotClay
  • Request will be processed after verification

Return Conditions:

  • Request must be made within 24 hours of delivery
  • Item must be unused in original packaging
  • With tags and proof of purchase

5. Buyer’s Remorse (Changed Mind / Not Satisfied)

If you simply do not like the product:

  • Inform us within 24 hours of delivery
  • Return the item within 7 days

Conditions:

  • Item must be unused and in original condition
  • Original packaging is mandatory
  • Return shipping cost is borne by the customer

Return Address:

Potclay Nursery, XI/B, Kripa, Avaz Nagar, Amalagiri P.O, Kerala, India – 686561

6. Replacement Policy

  • Replacement is subject to stock availability
  • If available:
  • Dispatched within 7 business days
  • Delivered within 3–5 business days
  • If not available:
  • Full refund will be issued

7. Refund Policy

Once your request is:

  • Received
  • Verified
  • Approved

Refund Timelines:

  • Processed within 6–10 business days
  • Bank processing may take up to 15 business days
  • UPI / Wallet refunds: 1–2 business days

8. Order Cancellation

  • Cancellation allowed only immediately after placing the order
  • Once the order is shipped, it cannot be cancelled

9. Non-Returnable Items

  • Plants (strictly non-returnable after delivery)
  • Gift cards
  • Used, damaged, or altered items not reported within required timelines

10. How to Start a Return / Claim

To initiate a request, contact
us with:

  • Order details
  • Clear photo/video proof (mandatory for all claims)

💬 Website Chat: www.potclay.com

📱 WhatsApp: +91 9986746840

🕒 Monday–Saturday, 10 AM – 8 PM

11. Important Notes

  • Unboxing video is mandatory for all damage / wrong item claims
  • Claims without video proof may be rejected
  • Requests outside stated timelines will not be accepted
  • Returns without prior approval will not be processed

🎥 Unboxing Video Requirements (Very Important)

To ensure your claim is accepted, follow this strictly:

Before Opening

  • Start recording before opening the package
  • Show:
  • Full sealed parcel
  • Shipping label clearly

During Opening

  • Open in one continuous recording
  • Do not pause, cut, or edit
  • Show all sides of the package

After Opening

  • Clearly show:
  • Product condition
  • Any damage or incorrect item
  • All contents inside

Best Practices

  • Use good lighting
  • Keep camera steady
  • Avoid interruptions