THE POTTERY LOUNGE

7 Earl Street, Queenstown, New Zealand  |  thepotterylounge.co.nz

CANCELLATION, RESCHEDULING & REFUND POLICY

2026

1. Overview

At The Pottery Lounge we want every guest to have a wonderful, stress-free creative experience. We understand that plans can change — especially for travellers in Queenstown — so we have designed this policy to be as fair and flexible as possible while allowing us to manage our small-studio capacity responsibly.

Please read this policy before booking. By completing a booking you confirm that you have read, understood and accepted these terms.

2. Booking & Payment

2.1  Session Fees

•       Our Signature Paint & Fire Session starts at $80 per person and includes one piece from our pottery library, unlimited use of underglazes, brushes, sponges and stencils, and complimentary snacks and drinks.

•       Payment is required in full at the time of booking to secure your place.

•       Walk-ins are welcome subject to availability, but advance booking is strongly recommended, especially on rainy days and during peak season.

2.2  Age Policy

•       The Pottery Lounge is an adult-oriented creative space. We welcome guests aged 10 years and over. 

•       Guests under 14 must be accompanied by a responsible adult for the duration of their session.

•       We reserve the right to decline entry to guests who do not meet the minimum age requirement. No refund will be issued where a booking was made without disclosing the age of participants.

2.3  Group & Private Event Bookings

•       General sessions accommodate up to 12 guests at one time.

•       For private events (hens' parties, birthdays, corporate groups, etc.) can accommodate larger groups beyond 12 — these must be arranged directly with us by email and are not available as a standard online booking. Please get in touch to discuss your requirements, availability and any special arrangements.

•       Private event bookings are subject to additional terms communicated at the time of inquiry and may require a deposit to secure place. 

3. Cancellation Policy

We operate a tiered cancellation policy based on the notice period provided before your scheduled session start time.

3.1  How to Cancel

•       Cancellations must be submitted in writing by email to the address on our website.

•       Telephone and verbal cancellations are not accepted. Written notice is required so that we have a clear record for both parties.

•       The cancellation time is calculated from when we receive and acknowledge your written notice, not from when you send it.

3.2  Rescheduling

•       You may reschedule your session at no charge if you notify us 48 hours or more before your original session start time.

•       Rescheduling within 24–47 hours of your session will incur a $15 administration fee deducted from your studio credit.

•       Each booking may be rescheduled a maximum of two times. Subsequent changes will be treated as a cancellation.

•       Rescheduled sessions are subject to availability and must be taken within 12 months of the original booking date.

3.3  No-Shows

•       A no-show is defined as failing to attend your session without contacting us beforehand.

•       No-shows forfeit the full session fee. No refund or studio credit will be issued.

•       If you are running late, please contact us as soon as possible. We will do our best to accommodate late arrivals; however, if your session cannot be completed due to time constraints, it will be treated as a no-show.

3.4  Late Arrivals

•       Sessions begin at your scheduled start time. If you arrive late, your session will end at the originally scheduled finish time and no extension or discount will be provided.

•       We recommend arriving a few minutes early to make the most of your studio time.

4. Weather, Illness & Special Circumstances

4.1  Adverse Weather

The Pottery Lounge operates indoors and sessions are not affected by weather. We do not offer cancellations or refunds on weather grounds, except in the event of a civil emergency or mandatory closure ordered by authorities.

4.2  Illness & Medical Circumstances

•       We understand that illness can arise unexpectedly. If you are unwell, please do not attend — we ask this for the wellbeing of other guests and our team.

•       If you contact us before your session due to illness, we will issue a full studio credit regardless of the notice period, subject to providing reasonable evidence (e.g., a brief description of symptoms or a medical certificate if requested).

•       Credits issued under this provision are valid for 12 months.

4.3  Force Majeure & Studio Closure

•       In the unlikely event that we are required to cancel your session due to circumstances beyond our control (e.g., natural disaster, power outage, flood, government-mandated closure), you will receive a full refund or studio credit at your choice.

•       We will notify you as soon as practicable by email and/or text message.

5. Pottery Library & Piece Availability

Our pottery library features 30+ ever-changing pieces including cups, bowls, vases, and more. We rotate and refresh our selection regularly to keep things interesting for returning guests.

5.1  No Guarantee of Specific Pieces

•       While we maintain a broad and varied library, we cannot guarantee that any specific piece will be available on the day of your session. Availability depends on current stock, pieces currently in the kiln, and demand from other guests.

•       If you have your heart set on a particular item (e.g., a specific mug shape or vase style), we recommend contacting us in advance — we will do our best to advise on current availability, but we are unable to reserve individual pieces.

•       Piece unavailability does not constitute grounds for a refund or cancellation outside of our standard cancellation policy. We are confident our library will offer something you will love.

5.2  Piece Selection on the Day

•       Piece selection is made at the start of your session on a first-come, first-served basis.

•       All pieces in the library are included in the standard $80 session fee — there is no price variation between items, Items that are deemed smaller eg espresso cups count as a pair and are on their own shelf where you can mix and match between them so your $80 session includes two items from the smaller item shelves.

•       Our team is happy to help you choose something that suits your style and skill level.

6. Finished Pieces — Quality & Liability

Pottery is a natural, handmade product and is subject to the inherent characteristics of the ceramic process. Please read this section carefully before your session.

6.1  The Firing Process

Once you have completed painting, your piece is glazed and fired in a kiln at high temperature overnight. The kiln process is not fully predictable — slight variations in colour, finish and form can and do occur. These are a natural part of working with ceramics and are not considered defects.

6.2  What We Cover — Complimentary Session

We stand behind the quality of our pieces and our process. If your finished piece is returned in a state that makes it unsuitable for normal use, we will offer you a complimentary session (equivalent value: $80) to paint a replacement piece at no charge.

6.3  What We Do Not Cover

The following outcomes are inherent characteristics of handmade and hand-painted ceramics and do not qualify for a complimentary session or any form of refund or credit:

We encourage guests to embrace these natural characteristics — they are part of what makes your piece unique and handmade. Our team is always happy to advise on techniques to minimise unexpected outcomes during your session.

6.4  How to Raise a Quality Concern

•       Quality concerns must be raised within 5 buisness days of collecting or receiving your finished piece.

•       Please contact us by email with a clear photograph of the piece and a brief description of the issue.

•       We will assess your concern and respond within 3 business days.

•       Complimentary sessions are issued at our discretion following assessment. They are non-transferable, non-refundable and must be redeemed within 3 months of issue, unless from out of town.

•       We reserve the right to request the return of the original piece for inspection.

7. Collection & Shipping

7.1  Collection

•       Finished pieces are available for collection from the afternoon of the day following your session (typically from 3:00 pm). We will notify you by email when your piece is ready.

•       Collection is available daily between 10:00 am and 6:00 pm. Please note we are closed on all New Zealand public holidays — if your piece is ready on a public holiday, collection will be available from the next business day.

•       We will hold your piece for 4 weeks from the ready-for-collection date. After this time, uncollected pieces may be donated or disposed of and no refund or credit will be issued.

•       It is your responsibility to arrange collection or shipping within the 4-week holding period.

7.2  Shipping

•       We offer domestic (New Zealand) and international shipping for an additional fee from $14. Shipping costs are calculated at the time of arrangement and are non-refundable once dispatched.

•       We package pieces carefully; however, The Pottery Lounge accepts no liability for damage caused during transit by a third-party courier.

•       If your piece arrives damaged in transit, please contact the shipping carrier directly and retain all packaging for any insurance claim.

8. Gift Vouchers & Studio Credits

•       Gift vouchers and studio credits are non-refundable and cannot be exchanged for cash.

•       In accordance with the Fair Trading (Gift Card Expiry) Amendment Act 2024, gift vouchers sold on or after 16 March 2026 are valid for a minimum of 3 years from the date of purchase. The expiry date will be stated prominently on the voucher.

•       Studio credits (issued by us as compensation or goodwill) are valid for 12 months from the date of issue. Please note studio credits are not gift cards and are not subject to the 3-year minimum under the Act.

•       Expired gift vouchers and studio credits cannot be reactivated.

•       Gift vouchers and studio credits are non-transferable except by prior arrangement with management.

9. Consumer Guarantees Act 1993 (NZ)

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where a service or product fails to meet a guarantee under the Consumer Guarantees Act, you may be entitled to a repair, replacement or refund as provided by law.

This policy is intended to complement, not override, your statutory rights as a consumer in New Zealand.

10. Contact Us

If you have any questions about this policy, wish to cancel or reschedule, or would like to raise a quality concern, please get in touch:

Thank you for choosing The Pottery Lounge. We look forward to creating something special with you.

© The Pottery Lounge Queenstown. Policy version 1.0.