Last updated: September 23, 2025
1. Our Commitment
At Clayfable, we stand behind the quality of our handcrafted terracotta products. With over 70 years of craftsmanship since 1952, we ensure each piece meets our high standards. This policy outlines our commitment to customer satisfaction through fair returns and refunds.
2. Return Eligibility
Eligible for Return:
- Items damaged during shipping
- Defective products with manufacturing flaws
- Items significantly different from description
- Wrong items shipped by our error
Not Eligible for Return:
- Custom or personalized pottery items
- Items damaged due to misuse or normal wear
- Products returned after 7 days from delivery
- Items without original packaging
3. Return Process
Step-by-Step Return Process:
- Contact Us: Email support@clayfable.com within 7 days of delivery
- Provide Details: Order number, photos of damaged/defective items
- Return Authorization: We'll provide return instructions and shipping label
- Package Securely: Use original packaging and pack items carefully
- Ship Back: Use our prepaid shipping label for eligible returns
- Processing: Refund processed within 5-7 business days after we receive the item
4. Refund Policy
Full Refunds:
- Items damaged during shipping
- Manufacturing defects
- Wrong items shipped by our error
- Cancelled orders before shipment
Refund Methods:
- Original payment method (Credit/Debit cards, UPI)
- Bank transfer for cash on delivery orders
- Store credit (optional, with 10% bonus)
Processing Time:
- 5-7 business days after we receive the returned item
- Bank transfer: 3-5 additional business days
- Credit/Debit cards: 7-14 business days depending on bank
- UPI: 1-2 business days
5. Exchange Policy
We offer exchanges for:
- Size or color variations (subject to availability)
- Defective items with like-for-like replacement
- Wrong items shipped by our error
Note: Exchanges follow the same 7-day timeline and process as returns. If the replacement item has a different price, we'll refund or charge the difference.
6. Shipping Costs
We Cover Return Shipping For:
- Damaged items during shipping
- Defective or wrong products
- Our shipping errors
Customer Covers Return Shipping For:
- Change of mind (where applicable)
- Size/color exchanges
- Items ordered by mistake
7. Special Considerations
Handcrafted Nature:
Our terracotta products are handcrafted, so slight variations in color, texture, and size are natural characteristics, not defects. These variations make each piece unique and are part of the traditional pottery charm.
Fragile Items:
Pottery items are fragile by nature. We pack all items with extreme care using protective materials. If items arrive damaged, please photograph the damage and packaging before unpacking further.
Custom Orders:
Custom pottery pieces made to your specifications are generally non-returnable unless they arrive damaged or have manufacturing defects. Please review custom orders carefully before confirming.
8. Quality Assurance
Before shipping, every item undergoes quality checks:
- Visual inspection for cracks or defects
- Proper firing and finishing verification
- Secure packaging with protective materials
- Final quality approval by our craftspeople
9. Customer Support
Our customer support team is here to help with any return or refund questions:
Email: support@clayfable.com
Phone: +91 7418160520
Hours: Monday - Saturday, 9:00 AM - 6:00 PM IST
Response Time: Within 24 hours on business days
10. Cancellation Policy
- Before Shipment: Full refund within 2 hours of order placement
- After Shipment: Return process applies once delivered
- Custom Orders: Can be cancelled within 4 hours of confirmation
- In Production: 50% refund for orders already in production
11. Policy Updates
This refund policy may be updated from time to time to reflect changes in our practices or applicable laws. The latest version will always be available on our website with the updated date clearly marked.
12. Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws. In case of disputes, the laws of India shall apply, and courts in Tamil Nadu shall have jurisdiction.