Refund policy

At Potella, we want customers to feel comfortable when shopping with us. If your purchase is not right for you, eligible items may be returned within 30 days in accordance with the terms below.

This Return & Refund Policy applies to purchases made directly through Potella.space.

30-Day Return Period

You may request a return within 30 days of receiving your order.

To qualify for a standard return, the item should generally be in the same condition in which it was received, unused or reasonably inspected only, and returned with any original accessories, components, instructions, and packaging supplied with the product.

Proof of purchase may be required.

Please contact us at support@potella.space before returning an item. Do not send a return without first receiving return instructions from our customer support team.

How to Request a Return

To begin a return request, email us and provide:

Your full name
Order number
Email address used for the purchase
Product you wish to return
Reason for the return
Photographs where relevant

Once your request has been reviewed, we will provide the appropriate return instructions if the item is eligible.

Returns sent without authorization or to an address other than the return address provided by our support team may not be accepted.

Free Returns

Potella provides free returns for eligible purchases within the 30-day return period. Customers should follow the return method and instructions provided by our customer support team to ensure that the return can be properly identified and processed.

If you arrange an alternative shipping method without prior approval, additional shipping expenses may not be reimbursed.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at support@potella.space.

Include your order number, a brief explanation of the issue, and clear photographs showing the product and relevant packaging.

After reviewing the information, we may offer an appropriate resolution, which may include a replacement, refund, or another solution depending on the circumstances.

Non-Returnable Items

Certain products may not qualify for return when:

They have been substantially used, altered, modified, or intentionally damaged after delivery.
Essential components or accessories are missing.
The return request is submitted more than 30 days after delivery.
The item was not purchased through Potella.space.
The condition of the item prevents it from reasonably being accepted as a return, except where the product arrived damaged or defective.

These limitations do not restrict any rights that cannot legally be excluded under applicable consumer protection laws.

Exchanges

If you would like a different item, please contact our support team. Depending on the circumstances and availability, we will explain the available options.

In some situations, the most efficient method may be to return the original eligible item and place a separate order for the desired product.

Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

Banks, card issuers, and payment providers may require additional processing time before the refunded amount appears in your account. These processing periods are controlled by the financial institution and are outside Potella's direct control.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible.

We will make reasonable efforts to accommodate the request if the order has not yet entered processing or shipment. Once an order has been processed or dispatched, cancellation may no longer be possible and the regular return procedure may apply after delivery.

Refund Delays

If we have confirmed that a refund was issued but you have not received it, first check with your bank, card issuer, or payment provider.

If the expected processing period has passed and the refund is still not visible, contact us at support@potella.space so we can review the transaction information available to us.