Return & Refund Policy – Urban Clay Craft

Effective Date: 28 August 2026

At Urban Clay Craft, we carefully inspect and securely pack our ceramic products before dispatch. As ceramic products are fragile, we have a specific return and refund policy to ensure a smooth experience for our customers.

1. Returns & Exchanges

We accept returns or replacements only in the following situations:

• The product is received damaged or broken.

• The wrong product or incorrect quantity is delivered.

• The product has a manufacturing defect.

Change of mind, incorrect size selection, or personal preference may not be eligible for return or refund.

2. Damaged or Broken Products

If your ceramic product arrives damaged:

• Contact us within 48 hours of delivery.

• Provide clear photos of the outer packaging and damaged product.

• For faster resolution, please provide an unboxing video showing the package from the time it is opened.

• Do not dispose of the product or original packaging until the issue has been resolved.

After reviewing the evidence, Urban Clay Craft may offer a replacement, store credit, or refund, depending on the circumstances and product availability.

3. Wrong or Defective Product

If you receive a wrong or defective item, contact us within 48 hours of delivery with your order details and photographs/videos of the product.

If the issue is confirmed, we may arrange a replacement or provide an appropriate refund.

4. Non-Returnable Items

The following are generally not eligible for return or refund:

• Products damaged after delivery due to misuse or improper handling

• Products that have been used, washed, modified, or damaged by the customer

• Products without the original packaging, where the packaging is required to verify a shipping-damage claim

• Returns requested after the applicable return period

• Products purchased during a clearly stated non-returnable/final-sale promotion

5. Refunds

Once a refund is approved, the refund will generally be processed to the original payment method.

The time taken for the amount to appear in your account may vary depending on the payment gateway, bank, or financial institution.

6. Replacement

Where a replacement is approved, Urban Clay Craft will arrange the replacement subject to product availability.

If the exact product is unavailable, we may offer an alternative solution such as a refund or store credit.

7. Return Shipping

For products that are confirmed to have arrived damaged, defective, or incorrect, Urban Clay Craft may bear the applicable return/replacement shipping cost.

For other return requests, return shipping may be the customer's responsibility where a return is permitted.

8. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order. Once an order has been processed or shipped, cancellation may no longer be possible.

9. How to Request a Return or Refund

Please contact us with:

• Order number

• Customer name

• Registered phone number/email

• Reason for return/refund

• Clear photographs/videos of the product and packaging

Contact:

📧 help@urbanclaycraft.com
📞 8650280376

10. Policy Changes

Urban Clay Craft reserves the right to update this Return & Refund Policy when necessary. Any changes will be posted on this page with the updated effective date.

Last Updated: 28 August 2026