Refund policy
Returns & Refunds Policy
This Return and Refund Policy describes when and how you can return an item purchased from Clayaw (clayaw.com), who pays for return shipping, and how and when refunds are issued. It is written to comply with the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule and applicable state consumer protection laws.
How Long You Have to Return an Item
You may return most items within 90 days of the delivery date for a refund or an exchange. The delivery date is the date shown in the carrier's tracking record. Return requests submitted after this period cannot be accepted, except where a longer period is required by law.
Eligibility Requirements
We accept returns of items that are in new, resalable condition: not used, worn or washed, with original packaging, tags and all included accessories intact, and with the order number so we can locate your purchase. If an item comes back used, damaged by handling, or missing parts, we reserve the right to decline the return or to issue a partial refund that reflects the reduced value of the item.
Non-Returnable Items
For hygiene, safety and legal reasons, the following cannot be returned unless they arrive damaged or defective:
- gift cards and downloadable or digital products;
- items marked as final sale or clearance at the time of purchase;
- personalized or custom-made items.
Return Process
Returns must be authorized before shipping. Submit the return form on our website or write to contact@clayaw.com, quoting your order number; within 2 business days we confirm eligibility and send step-by-step instructions. Returns go to 61 Cottonwood Way, Lake Placid, NY 12946, United States. Use a tracked service and keep the proof of postage: we can only refund items we receive, and the tracking record is your protection if a parcel goes missing.
How and When You Are Refunded
Once your return arrives, we inspect it and email you the outcome. Approved refunds are issued 5–10 business days after we receive and inspect the item, to the original payment method. Refunds for cancelled orders and for orders we are unable to fulfil are issued within 7 business days, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule. After we issue a refund, the time it takes to appear on your statement depends on your bank or card issuer — typically 3–10 business days, and sometimes longer for international cards. If more than 15 business days have passed since our confirmation, contact contact@clayaw.com and we will send you the refund reference to take to your bank.
Order Cancellations
Changed your mind? Orders can be cancelled at no cost before the order ships. Contact us by email at contact@clayaw.com, by phone at +1 (518) 241-0982 with your order number as soon as possible. We confirm the cancellation and refund the full amount within 7 business days. If the parcel has already left our warehouse, please refuse delivery or follow the return process instead.
Size, Color and Model Exchanges
Exchanges are available within the same 90-day window and under the same conditions as returns. To exchange an item, start a return through the return form and tell us which size, color or model you would like instead. If the replacement is in stock we ship it as soon as the returned item is on its way back to us (tracking number provided); if it is out of stock, we refund you instead. Price differences are charged or refunded as applicable.
Who Pays for Return Shipping
Returns are free. We cover the cost of sending an item back within the 90-day window: with your return authorization we send a prepaid return label. Original shipping charges, where any were paid, are refunded when the return is due to our error; otherwise the product price is refunded in full.
Problems With Your Order
Please inspect your order on delivery. If an item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at contact@clayaw.com with your order number and clear photos of the item and the packaging. We will offer, at your choice, a free replacement or a full refund including any shipping charges, and we will cover the cost of returning the item if we need it back. Reports made after 7 days are still reviewed, but it becomes harder to establish that the damage occurred in transit.
Orders We Cannot Ship
If an item becomes unavailable after you order, or we are unable to ship within the time promised, we will notify you promptly with a revised shipping date or, if we cannot give one, an explanation. You may then choose to wait, accept a substitute, or cancel for a full refund; if you do not agree to a delay, the order is cancelled and refunded within 7 business days.
Warranty
We stand behind what we sell. If a product develops a manufacturing defect within 12 months of delivery, we will repair it, replace it or refund it — our choice, based on what solves the problem fastest. Wear and tear, accidents, misuse and modifications are excluded. This limited warranty is in addition to any rights you have under the law of your state, which may vary; nothing here reduces those rights. Warranty claims go to contact@clayaw.com.
Your Acknowledgement
Our Returns & Refunds Policy is presented before you enter payment details and is accepted when you complete your purchase. Please keep a copy for your records; the version in force on the date of your order applies to that order.
Questions
Questions about a return or refund? Email contact@clayaw.com, call +1 (518) 241-0982 or use the contact form. Support is available Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time (ET)) and we reply within 2 business days. Clayaw · 61 Cottonwood Way, Lake Placid, NY 12946, United States.
This policy was last updated on September 17, 2026. We may update it from time to time; the version published at the time of your order applies to that order.