Refund policy

No Returns or Cancellations

Clay Imports does not accept returns on any of our products. Additionally, we do not accept order cancellations.

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.

Return Policy

All sales made through Clay Imports are final. We do not accept returns or exchanges for any reason, including but not limited to changes in project scope, excess material, or buyer’s remorse. Customers are expected to review their orders carefully before submission.

In the event a customer identifies a discrepancy or concern with an order, it is imperative to notify your sales representative or contact customersupport@clayimports.com as soon as possible. While we will evaluate concerns on a case-by-case basis, no guarantees are made regarding remedy, and any resolution will be at our sole discretion. Shipping costs, handling fees, and any associated third-party charges are non-refundable. Deposits for custom or “made to order” items are strictly non-refundable.

Handmade and made-to-order materials, including any final sale or clearance items, are also non-returnable and non-refundable under all standard circumstances. However, if a product is received with a clear and undeniable defect that exceeds the acceptable variation inherent to handmade materials, we may offer a refund or a replacement. Claims of this nature must be supported by sufficient documentation, such as clear photographic evidence, and must be submitted within ninety (90) days of purchase.

The Clay Imports team will evaluate the documentation to determine whether the identified flaw falls outside the expected range of natural variation. If we determine that the flaw constitutes a legitimate defect in materials or workmanship, or if an error was made during production, a refund or replacement will be issued. In such cases, replacements will match the original order in size and style, and standard production lead times may apply.

Once any material is installed, Clay Imports assumes no further responsibility for the condition, performance, or visual appearance of the product. Installation signifies acceptance of the material as delivered. Claims related to material quality, dissatisfaction, or irregularity are not eligible for refunds or replacements once installation has commenced or been completed. We do not offer compensation for installation labor, removal, reinstallation, or any other project costs incurred after installation.

Cancellation Policy

Online orders may be cancelled within six (6) hours of receiving the order confirmation email. To initiate a cancellation request, customers must reply directly to the confirmation email and provide a clear, written explanation. The cancellation request must be reviewed and approved by a Clay Imports team member within the stated time frame. If a cancellation request is made after the six-hour window has passed, it may be denied or subject to a cancellation fee. Any applicable cancellation fee must be agreed upon by both parties and confirmed in writing before cancellation is finalized.

Custom, made-to-order, and final sale or clearance items are not eligible for cancellation under any circumstances. If an exception is granted, a cancellation fee may be applied, determined at the sole discretion of Clay Imports.

Once an order is scheduled for shipment, meaning it has been packed and is awaiting pickup, export documentation has been submitted for international shipping, or the shipment is already in transit or delivered, it is no longer eligible for cancellation or refund under any circumstance.

Trade Account Cancellation Policy

Trade customers receive an extended cancellation benefit. To qualify, the customer’s account must be approved for Trade status at the time the order is placed.

Standard stock and made-to-order orders may be cancelled at no charge within fifteen (15) days of the original order date. After fifteen days, cancellations may still be requested and, if approved, are eligible for one of the following options:

• Receive store credit for the full order amount, or
• Request a refund minus a 15% cancellation fee

This extended policy does not apply to custom materials, which are considered final sale and cannot be cancelled once production has begun.

Regardless of account status, no cancellations will be accepted if the order has already been packed and scheduled for shipment, submitted for export documentation, is in transit, or has been delivered.

All cancellation requests must be submitted in writing to Clay Imports and are subject to review and written confirmation.

Trade Pricing and 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 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.

Shipping Liability

All shipments are carefully inspected and packed prior to dispatch, and customers will receive tracking information upon shipment. We strongly encourage inspecting deliveries upon arrival and documenting any visible damage immediately. In the case of freight damage, customers must notify Clay Imports in writing within the required claim window. Failure to report issues promptly may affect our ability to support a claim or assist in resolution. 

It is important to note that Clay Imports does not accept returns under any circumstances and therefore cannot arrange return shipments on behalf of the customer. Any unauthorized return shipments will be refused upon delivery. Customers are solely responsible for the receipt, inspection, and secure storage of all materials after delivery.

Please review our full Shipping Policy.

International Orders

For Canada shipments, we handle all duties, taxes, and import fees that may be assessed by the destination country, unless determined after crossing into said country. 

For all other countries, international customers are responsible for all applicable duties, taxes, and fees. Please check with your local Customs office. 

Clay Imports is not responsible for customs delays, clearance procedures, or additional costs incurred due to local regulations. It is the customer’s responsibility to ensure that ordered materials comply with the import standards and requirements of the receiving country. We recommend working with an experienced customs broker or freight forwarder to help facilitate international deliveries. We cannot accept returns for international orders. 

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.