Returns and Cancellation

CLAY IMPORTS DOES NOT ACCEPT RETURNS ON ANY OF OUR PRODUCTS. WE DO NOT ACCEPT CANCELLATIONS*.

At Clay Imports, our materials are uniquely crafted by hand. As such, each piece and batch may vary in size, color, shade, and texture, giving our tiles their distinctive charm. We want you to be fully aware of these handmade characteristics, so please expect them from your samples to your full orders. To better understand our products, we highly recommend ordering and reviewing samples before making your final decision.

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(512) 836-8500
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customersupport@clayimports.com
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Our Commitment to Your Satisfaction


At Clay Imports, we prioritize your satisfaction above all else. We take great pride in ensuring that every purchase you make leaves you completely satisfied. Our team is dedicated to providing you with the assistance you need to guarantee a gratifying experience. To protect and inform both parties involved in a purchase, it's crucial to review our policies. This will also enable us to handle any issues that may arise in the most efficient way possible. 

Want to make sure your order is perfect the first time around?
Here are some tips to follow in order to get the most out of your investment in Clay Imports' handmade materials.
REVIEWING SAMPLES

When it comes to online shopping, it's always a good idea to take your time and carefully consider your order before completing your purchase. Here are a few reasons why reviewing samples prior to purchasing is important:

    • Ensures product satisfaction: By reviewing samples, you can get a better idea of what the product looks like in real life and whether it meets your expectations. This can help you avoid disappointment and ensure that you're happy with your purchase.
    • Saves time and money: If you receive a product that doesn't meet your expectations, it can be a hassle to return it and get a refund. By reviewing samples beforehand, you can avoid this situation altogether and save yourself time and money in the long run.
    • Helps you make an informed decision: Reviewing samples can give you a better understanding of the product's features and quality. This can help you make an informed decision and choose the product that best fits your needs.

So before making a purchase, take the time to review samples and make sure you're making the right choice for you.

CONSULTING OUR TEAM

When it comes to purchasing handmade products, it's always a good idea to consult with the experts before placing an order. Our design consultants have years of experience and are always available to help you make the right choices for your needs. Here are some key benefits of consulting with our design consultants:

    • They can guide you through the design process and suggest ideas that you may not have considered
    • They can help you choose the right materials and finishes to ensure that your product looks and performs as you want it to
    • They can provide you with accurate pricing information so that you can make an informed decision about your order

In addition, we always recommend that our customers start with a sample before placing an order. This allows you to see and evaluate the quality of our products before committing to a larger investment. Our goal is to ensure that you are completely satisfied with your purchase, and we believe that this approach is the best way to achieve that goal.

TIPS TO PREVENT ORDER MISTAKES

We understand that mistakes can happen, which is why we provide necessary resources to avoid common ordering errors. On our website, clayimports.com, we offer product pages that include size specifications, grout joint recommendations, and a square footage conversion calculator to help you determine exactly how many tiles you need. We highly recommend adding 15-20% overage to your order to ensure that your project runs smoothly without any shortage. Inadequate material ordering can delay your project completion and complicates the artisans production schedule. Please be advised that we cannot guarantee that add-on orders will match, and we are unable to expedite orders in the event that supplies run low.

Don't Panic if You've Made an Ordering Mistake

Our team is ready to assist you if you accidentally make a mistake when placing an order. Simply send us an email with the correct information, and we'll work hard to rectify the situation as soon as possible. Nevertheless, please keep in mind that it's the responsibility of every customer to review their order, guarantee that their measurements are correct, input the correct square footage, and check lead times before making a purchase. 

Timing is Critical: Notify Us Immediately of Any Order Inaccuracies


If you notice any issues with your order, please contact us right away. Delaying this could result in us being unable to correct the mistake within the same timeframe or at all. 

RETURN POLICY

All sales are final. Please review your order carefully as we do not accept any returns or exchanges on any of our products.
  • If you do notice any discrepancies with your order, it is essential to contact your sales representative or email customersupport@clayimports.com as soon as possible.
  • Any additional fees or shipping costs are non-refundable.
  • Deposits for custom and "made to order" material are non-refundable.
  • Custom, "made to order" material and final sale/clearance material are non-refundable.
  • In rare cases that our team approves a return, a 30% restocking fee will apply.
Handmade Materials Return Policy


We take pride in our handcrafted materials, therefore since all of our materials are handmade, we cannot offer refunds or exchanges unless the product is undeniably defective. If you receive an undeniably defective product, we are happy to offer a refund or replacement. Sufficient evidence, such as representative images or documentation, must be submitted to support any claims about a product's flaw. Our team will determine if the flaw is beyond the expected handmade characteristics of our materials. 
If we determine that there is an agreeable flaw in the product's materials or workmanship, or if it was produced incorrectly due to an error made during production, you can submit a claim within 90 days of purchase. If approved, the replacement will be the same size and style as the original product you ordered and a lead time may apply.

*CANCELLATION POLICY

Cancellation of Online Orders


You may cancel your online orders within 6 hours of receiving the confirmation email. To proceed with the cancellation, kindly reply to the confirmation email and provide a clear and reasonable explanation.

To cancel your order, our team must approve the request within the designated timeframe. If you seek to cancel after the stipulated period, we may charge a cancellation fee at our discretion. Before any action is taken, both parties must agree to the fee and receive confirmation of the agreement in writing.

Cancellation of Custom and Sale Items

Please note, custom "made to order" items and sale or clearance materials are non-cancellable. In the event that an exception is made, a cancellation fee may apply. It is at our discretion to accept or deny a cancellation and determine the percentage fee.

Our Commitment to Providing Accurate Lead Times

At Clay Imports, we make every effort to meet the quoted lead times for our customers. However, we do acknowledge that there may be times where the lead times may fluctuate due to order logistics and handmade production. It's important to note that estimated lead times are subject to change. In the event that the quoted lead-time changes, we will notify you as soon as possible.
 Please keep in mind that certain unforeseen circumstances such as a lack of resources or material, may cause delays. If we do inform you of an extended lead-time, please rest assured that we have already prioritized your order for production completion. Please note that we do not accept cancellations or compensation requests due to delays, as we are striving to complete all orders as efficiently and effectively as possible. We value your business and are committed to ensuring that you receive your Clay Imports material in a timely manner.

Order Modifications


Your order will be processed within 24–72 hours of receipt. Before placing an order, please ensure all details are accurate. Changes to your order cannot be made once it has been packed for shipment or entered into production. The feasibility of the change request depends on the order's progress.

In the event of a change request, kindly email us at contact@clayimports.com with your order number as soon as possible. All modification requests must be submitted in writing, as we do not accept them over the phone. Additionally, please be aware that any changes made may result in a delay in the estimated completion time. We will make every effort to accommodate your request. 

What if my order has begun production?

Please double-check your order before submitting, as changes generally cannot be made once it has entered our production queue. Please keep in mind that we reserve the right to implement change fees, which will be decided at our discretion. Such changes, including increasing quantity, changing colors, patterns, or size, may also result in an extension of the original lead time.

What if my order has already been packed?

Requests for changes to orders that have already been packed for shipment will not be accepted. If we are able to accommodate the request, a repacking fee of $150 will apply and the shipment may be delayed. This fee must be paid before the materials can be released.

What if my order has not been processed at all? Can I cancel my order?

Please see the cancellation policy above. 

POST INSTALLATION POLICY

Once our material is installed, we are unable to provide refunds for any dissatisfaction. Therefore, it is required to inspect the material upon receipt to ensure that you are satisfied with the quality. If you have any concerns, please contact us promptly so that we can review the matter prior to installation. This will allow us to find the best possible solution for you, if necessary.

As a general principle, once materials have been installed, the supplier, Clay Imports, cannot be held liable for any issues that arise related to those materials. Reason being, installation can compromise the product's integrity if done incorrectly, and alter the condition it was delivered in. Several factors and steps can affect installation, making it impossible to guarantee the product's performance after it has been installed.