RETURNS AND EXCHANGES

RETURNS POLICY 

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. 

Non-returnable items:

* All sale items are non refundable/exchangeable - orders are final. 

* Gift cards

* Downloadable electronic products

 

How do I return an item?

To complete your return, we require a receipt or proof of purchase. Please email us at hello@claylat.co.za before sending any returns to see if you are eligible for a return/refund. Customers are responsible for any return costs. Please note that it is always necessary to have received the order prior to requesting a refund. Therefore, use a trackable and insured shipping method. We are not responsible for any returns that are lost or stolen while in transit, and if you do not have tracking or insurance you are liable and will not qualify for the refund. The original shipping costs are not refundable. 

All items must be shipped to the following address:

Unit 42 Herron Park

14 Wildevoelvlei Road

Imhoff’s Gift, Kommetjie

Cape Town, 7975

We will notify you once your return is processed.

 

How do I exchange an item?

Customer needs to notify by email before making any exchanges in order to verify the availability of the items. There will be two options for exchange methods.  

• For another size or colour, as long as it is the same price, no additional payments are necessary.
• For a different item, we will issue a refund and you can purchase a new item.

 

Once again, customer is responsible for sending the items for any exchanges. We will notify by email once the item is received and send the new item to the original shipping address.

How do I return or exchange my item if I am an international customer?

Customers are responsible for any return and exchange shipping, duties, taxes and fees. We are not responsible for any returns that are lost or stolen while in transit so please be sure to send your return or exchange using a method that provides a tracking number. The original shipping costs are not refundable. 

All items must be shipped to the following address:

Unit 42 Herron Park

14 Wildevoelvlei Road

Imhoff’s Gift, Koimmetjie

Cape Town, 7975

We will notify you once your return is processed.

REFUND POLICY

We will not refund for the following: 

* Item is chipped or broken in any way

* Any item that is returned more than 14 days after delivery

How will I receive my refund?

Once the return has been received, inspected and approved, we will email you to notify you that we have received and approved/rejected the returned item for refund. If approved, your refund will be processed and we will refund to the original form of payment within 30 days. Items returned after 14 days of the order shipment date will be refunded via an emailed e-commerce credit to our store.

How long will it take for my return or exchange to process?

We will email you once your return or exchange is processed. Please allow 2-3 weeks from the time you mail your return/exchange for it to be processed.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@claylat.co.za

Shipping

To return your product, please mail your product to:

Unit 42 Herron Park

14 Wildevoelvlei Road

Imhoff’s Gift, Koimmetjie

Cape Town, 7975

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Claylat Studio