Returns Policy

Returns & Refunds Policy

Last Updated: 22/09/26

Thank you for shopping with Thomas Potter Limited. We want you to be completely satisfied with your physical purchase. If you are not entirely happy with your order, we are here to help.

 1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your order for any reason within 14 days of receiving your items.

  • How to notify us: To exercise your right to cancel, you must inform us of your decision by a clear statement. You can contact us via email at sales@thomaspotter.com or by post at Unit 1G Admiral business park, Nelson way, Cramlington Northumberland NE23 1WG.
  • Returning the items: You must send the goods back to us no later than 14 days from the day you informed us of your cancellation.

 2. Return Conditions

To be eligible for a full refund under your right to cancel, items must meet the following criteria:

  • The items must be returned in their original packaging.
  • The items must be unused, undamaged, and in the same condition that you received them.
  • You must include your proof of purchase or order number with the return packet.

Note: We reserve the right to reduce your refund amount if the value of the goods has been diminished by unnecessary handling (i.e., using the items beyond what is reasonably allowed in a physical shop).

 3. Shipping Costs for Returns

  • Changing your mind: If you are returning an item because you changed your mind or ordered the wrong size, you are responsible for paying your own shipping costs for returning the item. Return shipping costs are strictly non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • Faulty or incorrect items: If you are returning an item because we sent the incorrect goods, or because they arrived faulty or damaged, we will cover the return shipping costs. Please contact us before returning the item so we can provide a pre-paid label or arrange collection.

 4. Refunds & Processing Time

Once we receive your returned item, we will inspect it and notify you via email that we have received your package.

  • Approval: If your return is approved, we will initiate a refund directly back to your original method of payment (processed securely through Elavon).
  • Timeframe: You will receive the credit within 14 days of us receiving the goods back, or 14 days from you providing evidence that you have sent the goods back. Please note that your bank or card issuer may take additional business days to clear the funds into your account.
  • Original Shipping Costs: If you cancel your entire order within the 14-day statutory period, we will refund the cost of standard delivery. If you chose an express or premium delivery option, we will only refund the cost of our standard delivery rate.

 5. Faulty, Damaged, or Incorrect Items

Under the UK Consumer Rights Act, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives damaged, faulty, or does not match the description on our OGL e-Shop:

  • Contact us immediately at sales@thomaspotter.com with details and photographic evidence of the issue.
  • If the item is faulty, you are entitled to a full refund, repair, or replacement within 30 days of delivery.