Return and Refund Policy

Thank you for choosing CLACLAY. Our Return and Refund Policy is designed to ensure that you have a hassle-free experience with our products. Here’s what you need to know:

30 Days Returns, Exchanges and Refunds Policy:
We want you to be fully satisfied with your purchases from CLACLAY. If for any reason you are not satisfied, You may return or exchange your items within 30 days of receiving your order for a refund or replacement.
Cancellation Policy:
If you need to cancel your order, please notify us within 12 hours. Once your order has been processed and/or shipped, we regret to inform you that we cannot cancel it. However, you can still return it once it arrives.

30 Days Full Coverage Return/Exchange Policy:
We take pride in the quality of our products and offer a 30-day Full Coverage Return/Exchange Policy for the following reasons(Return fees responsible by CLACLAY):

The picture rendering or lettering is blurred.
You receive any damaged items.
The size of the item you receive is incorrect or there is a mismatch.
You receive any defective or incorrect items.
The information provided for product customization does not match or there is any error in customization.

Please contact us within 30 days of receiving your order and email us at info@claclay.com with a clear picture or video of the damage. The item must be in its original condition, unworn, and unwashed. We will file a claim with the carrier or check with the warehouse and provide you with a brand new replacement at no additional cost. We will be responsible for return postage fees and replacement fees.

We offer 30-day Return/Exchange Policy for the following reasons(Return postage fees and replacement fees responsible by buyer):

Incorrect color, size, or material chosen by the customer.
Partial returns or exchanges of products that are part of a set item.
Non-quality issues for personalized products.
Personal reasons such as a change of mind or personal taste.

Conditions for Returning an Item(s):
To be eligible for a return, merchandise must be in its original condition, unworn, and unwashed, without fragrance and make-up residue. All tags must be intact on all returned merchandise. Please keep the original packaging and ensure all parts related to the product are included.

Return & Exchange Service Procedure
After you receive confirmation from our customer service, please send the product along with the order number and product name. A tracking number of the returning parcel is required. We will deal with the product exchange or refund after we receive your returning parcel.
Step 1.
Contact Customer Service to Request Return Details:
To initiate a return, please contact our Customer Service via email at info@claclay.com to request return details. Please include the order number, product name, a clear picture or video of the damage in your email.
Step 2.
Approval Notification:
You will receive a confirmation email from our Customer Service once your return request is approved.
Step 3.
Pack and Send the Package:
Pack the item(s) you wish to return and ship it to the following address:
No. 507 Maquanying, Cuigezhuang, Chaoyang District, Beijing, China Postal Code: 100020.
Please include the order number and product name in the returning parcel. Please send the tracking number for the returning parcel to us by email: info@claclay.com.
Step 4.
Refund Processing:
Refunds will be processed within three business days of receiving your item(s). You will receive an email notification once your refund is processed. Please note that payment processing is beyond our control, and it may take up to 5-10 additional business days for the funds to be credited to your account used during checkout.

Precautions for Return and Exchange:
To ensure a smooth return process, please keep the following precautions in mind:

Items being returned should be new and unworn and kept in their original condition as received
Coupon codes used for the original purchase cannot be reinstated after the return has been processed
For personalized products, inform us within 12 hours if you need to cancel or modify the product or replace the personalized content. It’s free to replace the personalized content within 12 hours. After 12 hours, you’ll be charged 20% of the product price as the corresponding production fee because the customized product will be produced immediately to ensure timely production and delivery.
We reserve the right to make changes to this policy at any time. Any changes made will be posted on this page. If you have any questions about our policies, including cancellations, please contact our friendly customer service team.

Contact Information:
We’re available Monday to Friday 9am – 6pm (UTC+8).
Email: info@claclay.com
Address: No. 507 Maquanying, Cuigezhuang, Chaoyang District, Beijing, China

Postal Code: 100020