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.

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.

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 tile orders may be cancelled at no charge within 15 business days of the original order date.
  • After 15 business days, cancellations remain eligible under the following options:
    • Receive store credit for the full order amount, or
    • Request a refund minus a 15% cancellation fee.

This policy does not apply to custom tile projects, which are final sale and non-cancellable once production begins. All cancellation requests must be submitted in writing to Clay Imports.

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.