Return Policy

At Claylia Inc. ("Claylia", "we", or "us"), we want every crafting experience to bring you inspiration and joy. If you are not completely satisfied with your purchase, our support team is here to assist you with a clear, fair, and hassle-free return and refund process.

For any return inquiries, please reach out to us at Support@Claylia.com.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, meaning you have 30 calendar days after the date of delivery to request a return.

To qualify for a return and full refund, items must satisfy the following conditions:

  • Items must be unopened, unused, and in their original packaging with factory seals completely intact.
  • All original tools, accessories, instruction cards, and promotional materials must be included in resalable condition.
  • A valid proof of purchase (Claylia order number, receipt, or email confirmation) is required.
  • Hygiene & Material Freshness Note: Due to the nature of air-drying crafting compounds, we cannot accept returns of opened clay tubs, unsealed plaster pouches, or used sculpting tools.

2. How to Initiate a Return

Step 1: Contact Support
Email Support@Claylia.com with your order number, the item(s) you wish to return, and the reason for the return.

Step 2: Return Authorization
Our customer care team will review your request within 24–48 hours (business days) and provide a Return Authorization along with the designated return warehouse address. (Please do not send items back without prior authorization, as unauthorized parcels cannot be tracked or accepted.)

Step 3: Pack & Ship
Pack the items securely in their original protective box to prevent damage in transit. Ship the parcel via a trackable shipping carrier and email us the tracking number within 7 days of receiving authorization.

Step 4: Inspection & Refund
Once received and inspected at our warehouse, your refund will be issued to your original method of payment within 3–5 business days.

3. Damaged, Defective, or Incorrect Items

If your package arrives damaged during shipping, missing items, or containing defective compounds (such as pre-hardened clay or broken tool components), please notify us within 7 days of delivery.

Please email Support@Claylia.com with:

  • Your order number
  • Clear photos or a short video demonstrating the defect/damage
  • A brief description of the issue

Once verified, Claylia will ship a free replacement kit/color or issue a full refund immediately at no extra cost to you.

4. Return Shipping Fee Responsibilities

  • Defects / Shipping Errors (Covered by Claylia): If the return is due to broken materials, factory defects, shipping transit damage, or receiving an incorrect item, Claylia will provide a prepaid return label or cover reasonable return shipping costs.
  • Customer Preference (Covered by Customer): For returns due to a change of mind, ordered by mistake, or items no longer needed, the customer is responsible for the return shipping costs. Original shipping charges are non-refundable.

5. Promotional Items & Free Gift Rules

If your order included free gifts, bonus toolkits, or promotional accessory items:

  • Free gifts must be returned unopened alongside the main items to receive a full refund.
  • If the complimentary items have been opened, used, or kept, the standard retail value of the promotional items will be deducted from your final refund total.

6. Refund Processing Details

  • Once your return is delivered and approved by our inspection team, your refund will be credited back to your original payment method (Credit Card, PayPal, Apple Pay, etc.).
  • Processing typically takes 3 to 5 business days to post, depending on your financial institution’s settlement speed.
  • Late or missing refunds: If you have not received your credit after 7 business days, first double-check your bank account/card statement, contact your bank/card issuer, and then contact our support team at Support@Claylia.com.

7. Order Cancellations & Shipping Addresses

  • Order Cancellations: We can cancel and fully refund orders that have not yet been processed by our warehouse. Please contact us immediately at Support@Claylia.com. Once an order is processed or dispatched, it cannot be canceled and must follow the standard return procedure.
  • Incorrect Shipping Addresses: Please double-check your shipping address during checkout. Claylia is not responsible for missing or misdelivered packages resulting from incorrectly entered shipping details.