Cancellation policy

No Returns or Cancellations

Clay Imports does not accept returns on any of our products. Additionally, we do not accept order cancellations except under specific, limited circumstances described below.

Our products are individually handcrafted, which means that each tile or material will exhibit variations in color, size, texture, and shade. These natural differences are a hallmark of handmade craftsmanship and are not considered defects. Customers are encouraged to request and review samples prior to placing full orders to ensure satisfaction with the appearance and texture of the material. Once an order is placed, it is considered final.

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.

Lead Time Expectations and Delay Policy

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 should be considered estimates and are subject to change. If a delay is anticipated, we will communicate the revised timeline as soon as possible.

Circumstances such as material shortages, production interruptions, or unexpected freight challenges may extend lead times. While we understand the impact such delays can have on a project, we do not accept cancellations or issue refunds due to changes in lead time. Our production team works diligently to ensure all orders are completed as efficiently as possible and prioritizes each order appropriately.

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.

International Payments & Currency Policy (Canada & Mexico)

We offer the option to invoice and accept payment in either USD or local currency (CAD or MXN).

Currency Selection

  • USD is the default currency for all orders.
  • Customers may request to pay in CAD or MXN prior to invoice creation.
  • Once an invoice is issued, the selected currency cannot be changed.
  • All invoices for the same order will be issued in the same currency.

Invoicing & Payment

  • Invoices must be paid in the currency shown.
  • We do not accept payments in a different currency than what is listed on the invoice.

Exchange Rates

  • For CAD and MXN payments, pricing is based on Shopify’s live exchange rates.
  • Exchange rates are applied at the time of payment and may fluctuate until the transaction is completed.
  • Because of this, non-USD totals may vary slightly from the initially displayed amount.

Deposits & Payment Terms

  • USD orders may be paid via deposit and balance, for orders over $5,000.
  • Orders paid in CAD or MXN must be paid in full at the time of checkout.
  • Currency selection applies to the entire order and cannot be changed after payment.

Refunds

  • Refunds are issued in the original payment currency and for the exact amount paid.
  • Clay Imports is not responsible for any differences caused by bank or credit card currency conversions.

By proceeding with payment, you agree to these terms.