Refund policy

Refund Policy

Last updated: April 15, 2026

At The Pepper Pot, we want you to love what you bring home. If something isn't quite right, please reach out. We'll always do what we can to make it work. The following outlines our return, exchange, and refund policies across our products and services.

Physical Products

We accept returns and exchanges on unused, unopened physical products (including needlepoint canvases, threads, accessories, and mahjong supplies) within 14 days of delivery.

To be eligible for a return or exchange, items must be in their original condition, unused, and in their original packaging. Custom, personalized, or special-order items are final sale and not eligible for return.

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

To start a return, please email us at hello@thepepperpot.co with your order number and the item you'd like to return.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@thepepperpot.co with your order number and a photo of the issue. We'll make it right, either through a replacement, exchange, or full refund.

Classes and Events

Classes, workshops, and events booked through The Pepper Pot are subject to the following cancellation policy:

Cancellations made 48 hours or more prior to the start of the class or event will receive a full refund.
Cancellations made less than 48 hours before the class or event are non-refundable.
Class and event tickets are transferable. If you'd like to give your seat to someone else, please let us know the name of your guest so we can update our records.

If The Pepper Pot cancels a class or event for any reason, you'll receive a full refund or the option to transfer your reservation to a future session.

The Charleston Club

The Charleston Club is a 4-week Mahjong league and operates under a separate cancellation policy:

Cancellations made 48 hours or more before a scheduled session receive a full refund for that session.
Cancellations made less than 48 hours before a session are non-refundable.
League reservations and table reservations are non-transferable.
If a player cannot attend, they may request a substitute through our sub system. Please contact us as early as possible so we can arrange coverage.

Finishing Services

Finishing services are custom by nature and require time, care, and coordination with our finishing partners. Once a finishing order has been placed, we are unable to offer refunds. If you have any concerns about your finished piece, please contact us and we'll do our best to resolve the issue.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

Sale and Final Sale Items

Items marked as "sale," "final sale," or "clearance" are not eligible for return, exchange, or refund unless they arrive damaged or defective.

Refund Processing

Once we receive and inspect your returned item, we'll send you an email to let you know we've received it and whether your refund has been approved. If approved, your refund will be processed to your original method of payment within 5 to 10 business days. Please note that depending on your bank or credit card company, it may take additional time for the refund to post to your account.