Clay Imports has a mission to deliver the best quality products in a timely and efficient manner. However, if you are not completely satisfied with your purchase you may return the items(s) to receive a refund according to the following guidelines.
- All returns and exchanges must be received within 30 days of sales receipt date.
- Returns are subject to a 15% restocking fee.
- Custom & non-stock orders, final sale/clearance items cannot be cancelled nor returned.
- Shipping/delivery costs cannot be refunded.
- Deposits for custom and non-stock orders cannot be refunded.
- No RMA is required. A copy of an invoice or a sales receipt is required.
- Carefully package the item(s) using the original packing as a guide.
- A written statement explaining the reason for return is appreciated to help improve our processes. We appreciate all feedback.
- FedEx is our preferred shipping method, but you may use a carrier of you choice when returning product.
- Send prepaid and fully insured to:
12024 N. Lamar Blvd.
Austin, TX 78753
Please allow approximately 5-7 business days for your return to be processed once it has arrived at the warehouse. Credit card refunds will be applied to the card used in the original purchase. You should allow 2-3 business days for the credit to show on your account from the date the credit was processed.
Fulfilling your return is important. If a returned package is lost or damaged on its way back to Clay Imports, you are responsible for filing a claim with the carrier. Be sure to review your carrier's shipping terms as they have time limits for filing a claim.
A 15% restocking fee is applied to all approved returns. All non-products related fees (shipping, transaction, payment processing, and insurance) are non-refundable unless an error was made to affect these fees.
Returns of items purchased under a free shipping sale are subject to the deduction of the original shipping cost from the final refund once it has been calculated accordingly.
Refunds will be honored once the merchandise is accounted and received in saleable condition.
Items can be damaged during shipment to the customer. If this occurs, please notify us within 2 business days from the date received. You may call us at 512-836-8500 or email us at firstname.lastname@example.org. We will make arrangements with you to replace or refund you for damaged pieces. Pending availability at our storefront, we will ship your replacement merchandise within 1-2 business days. All replacement merchandise will ship ground service.
Please keep the original box and packaging as we may need to arrange for a pickup of damaged merchandise or if the carrier would like to set up an inspection of the damaged delivery. For our records we may require that you email photographs of the damaged merchandise; a claim with corresponding shipper may be placed by us.
For deliveries made by freight, if the carton has extensive external damages, it is to your benefit to refuse the delivery and let the carrier keep and return the product to us. Any product accepted with visual damage should be documented with the carrier in order for us to file a claim.
Incorrect items received
If we have made an error on your purchase and we sent you the incorrect product we will arrange for a replacement and/or arrange for the incorrect item to be returned at our expense. Please call us at 512-836-8500 to make arrangements. Please have the items repacked with its packaging the original packaging slip when possible.
Ordered the wrong size or color?
Any item ordered incorrectly may be returned following the guidelines stated above. It is the customer's responsibility to have the merchandise shipped back to Clay Imports. If you want to reorder a replacement using store credit from the incorrect item, we will ship it only after we receive and process your returned product. Shipping charges will apply for the new order.
If you need a replacement right away, we suggest you place a new order for the correct product and request a credit for the returns (rather than a replacement) when it has been processed. The new order will be shipped as soon as possible pending product availability and a credit will be applied approximately 5-7 days after we receive the product you are returning. Returned items will not be refunded if they are in non-re sellable condition.
All outlet sales and clearance sales with a discount of over 20% are final and no returns are accepted. Custom-made, special-order, overstock, broken tile, or discontinued items may not be returned. If an overstock or discontinued item cannot be returned, it will be noted as FINAL SALE on our web site. No returns or claims may be made on installed material.
Our goal at Clay Imports is to provide you with the best customer service and the best products we can. If for any reason you are not satisfied with the product or our service, please do not hesitate to contact us by phone at 512-836-8500 or by email at email@example.com