Refund policy
Returns and Refunds
All sales are final. By placing an order, you acknowledge and agree that no returns, exchanges, or cancellations are accepted, except as expressly outlined in this policy.
If you experience an issue with your order, including damage during shipping, you must contact hello@clayfoxceramics.com within 24 hours of delivery. Failure to do so will void eligibility for any claim, refund, or replacement.
Incorrect or Incomplete Address
Customers are responsible for providing an accurate and complete shipping address at checkout. Orders returned due to an incorrect or incomplete address provided by the customer are not eligible for a refund of original shipping fees.
If the customer requests the item to be reshipped, a new shipping fee must be paid prior to reshipment.
If the customer requests a refund, the item price will be refunded minus all original shipping, packaging, and handling costs once the item is returned.
Damaged Items
If an item arrives damaged, the customer must notify hello@clayfoxceramics.com within 24 hours of delivery. All damage claims are subject to verification.
I do purchase shipping insurance for all packages and following is required for reimbursement by the insurer. To be eligible for a refund or replacement, the customer must provide all of the following:
- Order number
- Clear photos of any visible damage to the exterior shipping box
- Clear photos of the interior packaging materials
- Clear photos showing the damage to the item
- Clear photos of all broken pieces, if applicable
Failure to provide all required documentation will result in denial of the claim.
Approved refunds will be issued within 24 hours of claim approval. Refunds will be processed to the original form of payment. Processing timelines of 5 to 7 business days are determined by the payment provider and are outside of my control.
Once a refund has been issued, the order is considered resolved and no additional claims, refunds, or replacements will be permitted for that order.
Replacements and Exchanges
If a replacement is approved, the replacement item will be shipped within 72 hours when inventory allows.
Replacement shipments are final. If a replacement item arrives damaged, no further refunds or replacements will be provided. At my discretion, a discount code for a future purchase may be issued.
Custom Orders
Custom orders are non refundable. If a custom item is damaged during shipping, the original production timeline will apply to any approved replacement. Production timelines are estimates only and may be extended due to kiln schedules, drying times, or other factors inherent to ceramic production. If your damaged item was approved through the above policy outlined in Damaged Items then you also have a choice of a refund.
Lost or Stolen Packages
Once a package is marked as delivered by the carrier, responsibility transfers to the customer. ClayFox Ceramics is not responsible for lost or stolen packages.
Refunds or replacements will not be issued for orders marked as delivered. Customers are responsible for contacting the shipping carrier to file any claims or inquiries regarding missing packages.
By purchasing, you agree to all of the above terms.