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.

Our products are individually handcrafted, which means that each tile or material will naturally exhibit variations in color, size, texture, and shade. These characteristics are an inherent part of handmade craftsmanship and are not considered defects. Customers are strongly encouraged to request and review samples before placing a full order to ensure satisfaction with the appearance and texture of the material.

If you identify a discrepancy or believe your order contains a verifiable manufacturing defect, please notify your sales representative or contact customersupport@clayimports.com as soon as possible. Claims must be supported by sufficient documentation, including clear photographic evidence, and submitted within ninety (90) days of purchase.

The Clay Imports team will review all claims on a case-by-case basis to determine whether the issue exceeds the acceptable variation inherent to handmade materials. If we determine that the issue constitutes a manufacturing defect or production error, we may, at our sole discretion, provide replacement material or issue a refund. Replacement materials will match the original order as closely as possible in size and style, and standard production lead times may apply.

Once any material has been installed, it is considered accepted. Clay Imports assumes no further responsibility for the condition, performance, or visual appearance of the product after installation has begun. We do not offer compensation for installation labor, removal, reinstallation, delays, or any other project-related costs.

Cancellations & Refunds

Orders may be cancelled 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, and third-party charges are generally non-refundable, as these expenses may already have 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.

Cancellations Within 24 Hours

If a cancellation request is approved within twenty-four (24) hours of the original order date, customers may elect to receive either:

• 100% Store Credit for the full order amount; or
• A refund to the original payment method, less the 3% Payment Processing Fee.

Cancellations After 24 Hours

Cancellation requests submitted more than twenty-four (24) hours after the original order date may still be considered but are not guaranteed.

If approved, customers may elect to receive either:

• 100% Store Credit for the full order amount; or
• A refund to the original payment method, less:
  • the 3% Payment Processing Fee, plus
  • a 10–15% cancellation fee, determined based on factors including, but not limited to:
    • Time elapsed since the order was placed
    • Production status
    • Materials that have already been allocated, produced, or prepared
    • Administrative, purchasing, and fulfillment costs incurred

The applicable cancellation fee is determined solely by Clay Imports and will be confirmed in writing before cancellation is finalized.

Non-Cancellable Orders

Custom, made-to-order, clearance, and other final sale materials generally enter production shortly after order confirmation and are not eligible for cancellation once production has begun unless expressly approved by Clay Imports in writing.

Regardless of order type, once an order has been packed and scheduled for shipment, export documentation has been submitted for international orders, the shipment is in transit, or the order has been delivered, it is no longer eligible for cancellation, refund, or Store Credit.

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 handmade production 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.

For shipments to all other countries, customers are responsible for all applicable duties, taxes, customs fees, brokerage fees, and other import-related charges. Customers should consult their local customs authority before placing an order.

Clay Imports is not responsible for customs delays, clearance procedures, or additional costs resulting from local regulations or import requirements. It is the customer's responsibility to ensure that ordered materials comply with all 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.