Returns & Refunds Policy

This policy lays out how Great White North Pottery Supplies (GWN) facilitates returns, exchanges, and refunds.

Cancellations

Our goal is to ship your orders as quickly as possible, within 2 business days of placing your order. If you change your mind about your order, reach out the GWN team as soon as possible to inquire about modifying or cancelling your order. If you reach us in time, we may be able to cancel your order before it is packed and handed off to our shipping partners.

Orders that have already been handed off to a carrier are considered shipped, and are governed by the Return Policy explained below. 

Custom orders, special orders, and pre-orders are not eligible for cancellation or returns.

Memberships, lessons & workshops

Memberships, lessons, and workshops are considered Final Sale and cannot be refunded. Click here to learn more about memberships, pre-orders, and workshops/lessons.

30-day return period 

Almost every product purchased from GWN, whether in person or through our online store, can be returned for a full refund of the goods sold within 30 days of receipt or delivery.

Special or pre-ordered items--including kilns, kiln shelves, pottery wheels, raw materials, equipment and parts--are considered Final Sale and are not eligible for return under this policy.

In order to qualify for a return, you must provide proof of purchase and the item(s) must be unopened, unused, free of damage, and in their original packaging. Glazes, underglazes, additives, clay and dry mix glazes must remain sealed.

Eligibility for a full or partial refund will be determined following an inspection at the time of return, at the discretion of GWN.

45-day exchange period

Following the terms listed above, you may request an exchange for another product regularly stocked by GWN within 45 days of receipt or delivery. Alternatively, you may request a refund to store credit for the item, to be applied to a future order within the 45-day exchange period.

Return shipping 

In order to offer affordable return shipping, GWN can provide a pre-paid return shipping label using our discounted rates and shipping partners. The cost of the pre-paid return shipping label will be deducted from your refund. If you prefer to purchase your own return shipping label, you must provide tracking and purchase insurance for any item or assortment of items worth more than $100.

Refunds

Refunds are processed by our fulfillment team within 3 business days of receipt at our warehouse in Sudbury, ON. Only the price of the product(s) returned will be refunded; the cost of the original shipment and any pre-paid return shipping labels provided by GWN will be deducted from the refund.

All refunds are processed using the original payment method, and a refund receipt will be emailed for your records. Standard processing time for the funds to be posted by your bank is 3-5 additional business days

Shipping Discounts

If you took advantage of a shipping discounts based on the value of your cart, you may be responsbile for additional shipping fees in the event of a return request. If the purchase price of the returned item(s) reduces the pre-tax order subtotal below the minimum threshold for the shipping discount used on your order, the cost of the original order shipment (paid for by GWN) will also be deducted from the refund.

If the cost of the original order shipment exceeds the value of the items you wish to return, GWN will send you an invoice for the difference. Rest assured we will notify you of this prior to approving your return request.

Restocking fees 

There is no restocking fee for returns and/or exchanges.

We may modify these terms at any time

GWN may, at its sole discretion, suspend or terminate your access to all or part of its website and resources for any reason, including, without limitations, breach of these terms. This includes that there may be change to these terms at any time. If the changes are material, we’ll let you know by email or posting a notice on the site before the changes go into effect. The notice will designate a reasonable amount of time (the “Notice Period”) after which the new terms will go into effect for all users. Any suspected illegal, fraudulent, or abusive activity may be grounds for terminating your relationship and may be referred to appropriate law enforcement authorities. Upon suspension or termination, your right to use the resources we provide will immediately cease, and we reserve the right to remove or delete any information that you may have on file with us, including any account or login information.