Refund policy

Returns & Exchanges

All sales made through Clay Imports are final. We do not accept returns.

If you believe you ordered the incorrect material, please contact your sales representative or customersupport@clayimports.com as soon as possible. Depending on the status of your order, we may be able to assist with an exchange or another solution at our sole discretion.

Many Clay Imports products are handmade or produced using processes that naturally create variation. Depending on the material and production method, variations in color, shade, size, shape, texture, thickness, flatness, surface characteristics, and finish may occur. These expected characteristics are not considered defects.

Manufacturing Defects

If you believe your order contains a manufacturing defect or production error, please contact Clay Imports as soon as possible. Manufacturing defect claims must be submitted within ninety (90) days of purchase and before the affected material is installed.

Claims must include clear photographs, a description of the issue, and any additional documentation reasonably requested by Clay Imports. Claims are reviewed on a case-by-case basis to determine whether the reported condition exceeds the expected characteristics or variation of the material.

If Clay Imports determines that an issue constitutes a manufacturing defect or production error, Clay Imports may, at its sole discretion, provide replacement material or issue a refund. Replacement material will match the original order as closely as possible, and standard production lead times may apply.

Installation constitutes acceptance of the material. Installed material is not eligible for a manufacturing defect claim. Clay Imports is not responsible for installation labor, removal, reinstallation, project delays, or other project-related costs.

Shipping damage, missing material, incorrect material, and other delivery-related discrepancies are subject to the reporting deadlines and claim requirements outlined in our Shipping Policy.

Cancellations & Refunds

Orders may be canceled by submitting a written request to Clay Imports. To initiate a cancellation request, customers must reply directly to their order confirmation email or otherwise contact our team in writing. All cancellation requests are subject to review and written approval by Clay Imports. Submission of a cancellation request does not guarantee approval.

Shipping costs, handling fees, freight charges, and other third-party expenses are generally non-refundable if they have already been incurred. However, exceptions may be made at the sole discretion of Clay Imports.

A 3% Payment Processing Fee applies to all approved refunds issued to the original payment method. This fee covers the non-refundable merchant processing costs incurred when payment is accepted.

Cancellation Timeline

Cancellation Fees

To keep projects moving and maintain competitive pricing, many orders begin processing shortly after they are placed. As an order progresses through fulfillment, additional labor and costs may be incurred.

Cancellation Fee

Orders canceled more than 24 hours after purchase may be subject to a Cancellation Fee. This fee helps cover administrative processing, order management, purchasing, and other expenses already incurred.

Warehouse Recovery Fee

If an order has already entered fulfillment, been packed, palletized, prepared for export, or scheduled for shipment, an additional Warehouse Recovery Fee may apply.

This fee helps cover the labor and handling required to recover and return the order to inventory, which may include:

  • Shipment rerouting
  • Warehouse labor
  • De-palletizing
  • Inspection
  • Repackaging
  • Restocking
  • Export preparation and related handling

Any applicable Cancellation Fee and Warehouse Recovery Fee will be communicated and approved before the cancellation is processed.

Orders Not Eligible for Cancellation

The following orders are generally not eligible for cancellation:

  • Custom and made-to-order materials once production has begun.
  • Clearance and other final sale materials.
  • Orders that have already shipped or are in transit.
  • Orders that have already been delivered.

Orders that have entered fulfillment, been packed, palletized, prepared for export, or scheduled for shipment may still be eligible for cancellation prior to shipment, subject to review and applicable fees outlined above.

Trade Pricing & Missed Discounts

Trade discounts must be applied at the time of purchase while the customer is logged in to an approved Trade account. Customers are responsible for confirming that Trade pricing is visible and correctly applied before submitting an order.

If a pricing issue is identified prior to order fulfillment, Clay Imports may be able to make adjustments at that time. Customers are encouraged to review their order confirmation promptly and contact their sales representative or customersupport@clayimports.com as soon as possible if an error is suspected.

Once an order has been fulfilled or shipped, Clay Imports cannot retroactively apply Trade pricing or issue refunds for missed discounts. This includes, but is not limited to, orders placed while not logged in, orders placed under an unapproved or incorrect account, or orders submitted before Trade approval was finalized.

In rare cases where an exception is approved at the sole discretion of Clay Imports after fulfillment, any adjustment will be issued as Store Credit only. Refunds or partial refunds for missed Trade discounts are not permitted under any circumstances.

Lead Time Expectations

Clay Imports is committed to providing accurate lead time estimates at the time of order. However, due to the nature of our production processes and logistical complexities, all lead times are estimates and are subject to change.

If a delay is anticipated, we will communicate an updated timeline as soon as reasonably possible.

Circumstances such as material shortages, production interruptions, quality control, weather events, freight delays, customs processing, or other unforeseen logistical challenges may extend lead times.

Changes to estimated lead times do not constitute grounds for cancellation or refund. While we understand the impact delays can have on project schedules, our production team works diligently to complete every order as efficiently as possible and will continue to provide updates throughout the process.

Shipping Liability

All shipments are carefully inspected and packed prior to dispatch, and customers will receive tracking information upon shipment.

Customers should inspect all deliveries upon arrival and document any visible damage immediately. Freight damage or shipping discrepancies must be reported to Clay Imports in writing within the applicable claim window. Failure to report issues promptly may limit our ability to assist with a freight claim or pursue recovery with the carrier.

Because Clay Imports does not accept returns, we cannot arrange return shipments on behalf of customers. Unauthorized return shipments will be refused upon delivery.

Customers are responsible for the receipt, inspection, and proper storage of all materials following delivery.

Please review our full Shipping Policy.

International Orders

For shipments to Canada, Clay Imports handles applicable duties, taxes, and import fees collected prior to entry into Canada unless additional charges are assessed by Canadian authorities after importation.

Full orders outside of the U.S., Mexico, and Canada are generally not shipped directly to the final international destination. Customers may arrange shipment through a U.S.-based freight forwarder. Customers are responsible for all forwarding costs, duties, taxes, customs fees, brokerage fees, and other import-related charges.

Small parcel and sample shipping to other countries may be available on a case-by-case basis. Please contact us before ordering to confirm available shipping options.

Clay Imports is not responsible for customs delays, clearance procedures, or additional costs resulting from local regulations or import requirements. Customers are responsible for ensuring that ordered materials comply with applicable import laws within the destination country.

International orders are final sale and are not eligible for return.

Mexico Orders – Terms and Conditions

For orders shipped within Mexico, please review our Mexico Order Terms and Conditions. This document is provided in Spanish and applies to all domestic shipments within Mexico. It forms part of and is incorporated into the applicable policies on this site for Mexico-based orders.