Refund & Returns Policy

1. Introduction
   potbasehub, legally owned and directly operated by Central Garden NY GmbH (“we,” “us,” or “our”), is committed to handling refund, return, and cancellation requests in strict accordance with applicable consumer protection laws in Europe and the United States. This Policy explains the precise, transparent procedures relating to returns, refunds, and replacement requests to ensure a secure shopping experience.
2. Order Processing and Delivery Compliance
   To maintain strict quality control, we manage all operations internally through direct inventory ownership. Orders are generally processed through our in-house fulfillment system within 1–3 business days, excluding weekends and public holidays.

Following dispatch directly from our central facility, delivery generally takes 4–8 business days. Orders are securely transported using recognized global carriers, including premium services provided by DHL, FedEx, and UPS Priority where available.

To prevent any billing disputes or unexpected delivery fees, all international shipments to Europe and the United States are handled on a Delivered Duty Paid (DDP) basis. All applicable import duties, taxes, VAT, and customs clearance fees are prepaid by us at checkout.

Automatic tracking email notifications will be securely sent to the email address provided during checkout when shipment milestones become available, including dispatch, arrival at logistics facilities, and local delivery updates. If delivery exceeds the normal estimated shipping period, potbasehub will actively work with the carrier to investigate the shipment. Following the outcome of the investigation, an appropriate and prompt resolution will be provided according to the circumstances, including either:

a priority replacement shipment; or

a full refund where justified by the investigation.

3. Right of Withdrawal
   Where applicable under EU and regional consumer legislation, consumers have the statutory right to withdraw from their purchase within 14 days after receiving the goods without giving a reason.

To exercise this right, please contact us by email before the 14-day withdrawal period expires. Returned items should be sent back to our designated facility in an appropriate condition consistent with reasonable inspection. Refunds relating to returned goods will be processed securely after the returned items have been received and assessed at our facility where a return is required. Nothing in this Policy limits any mandatory legal rights available under applicable regional consumer protection legislation.

4. Damaged or Defective Items
   If your order arrives damaged or contains a manufacturing defect, please contact potbasehub by email as soon as reasonably possible after delivery.
   Please include:

your order number;

a brief description of the issue;

clear photographs showing the condition of the affected item.

Where the information provided confirms that the item was received damaged or defective on arrival, potbasehub will promptly arrange either a full replacement or a complete refund according to your circumstances. For items confirmed as damaged or defective on arrival, returning the affected item to us is strictly not required before a replacement or refund is finalized, minimizing inconvenience and avoiding unnecessary chargeback disputes.

5. Return Address
   For customers returning eligible items from Europe, returns must be safely sent to our operating warehouse:
   Central Garden NY GmbH
   Cargo City Süd Gebäude 639 C
   60549 Frankfurt
   Germany

Please contact our customer support team by email before returning any item so that the appropriate return tracking instructions and authorization can be provided.

6. Refund Method and Processing
   Approved refunds will be securely issued to the original payment method utilized during the initial purchase. Depending on the payment method selected during checkout, refunds will be processed back to:

Visa;

Mastercard;

American Express;

Apple Pay;

Google Pay;

supported digital wallets used for the original transaction.

The time required for the refunded amount to appear on your statement may vary according to the financial compliance, policies, and processing procedures of the relevant card issuer or payment provider.

7. Contact Information
   If you have any questions, requires assistance regarding returns, or need support with a refund request, please contact us directly:

Central Garden NY GmbH
Cargo City Süd Gebäude 639 C
60549 Frankfurt
Germany
Website: www.potbasehub.com
Email: potted@potbasehub.com
Telephone: +49 69247453230