Return & Exchange

Return and Refund Policy

Thank you for shopping at Ecoclayusa.com. If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns.

Eligibility

  • Return Window: Returns and exchanges are accepted within 30 days of the delivery date.
  • Condition: Items must be unused, in their original condition, and returned in their original packaging. All tags, labels, and packaging materials must be included.
  • Non-returnable Items:
    • Used clay cookware or utensils (for hygiene and food safety reasons).
    • Custom or personalized clay products.
    • Clearance, final sale, or items marked as non-returnable.
    • Items showing signs of use, staining, or damage.
  • Sets and Promotions: If purchased as part of a set or promotional bundle, all items must be returned together for a full refund; otherwise, the value of the promotional item(s) will be deducted. Any promotional gifts must be included or their value will be deducted from the refund.

Return Process

  1. Prepare Package: Place the unused item(s) in the original packaging with a copy of your receipt, including all boxes, protective wrapping, and promotional items.
  2. Ship Item: Return shipping costs are the responsibility of the customer. Please securely pack the item(s) and ship to the address provided within seven days of your return request. We strongly recommend using a trackable shipping service and retaining your tracking number, as Ecoclay is not liable for packages lost in transit.
  3. Inspection: We inspect all returns within 5–7 business days of receipt. Items showing signs of use, staining, or damage may be returned to the customer without a refund.

Damage in Transit

Please inspect your order immediately upon delivery. If an item arrives damaged or broken, contact us within 48 hours with photos or video evidence.

  • First Occurrence: A full-value voucher equal to the purchase amount will be issued, valid toward a future purchase. No delivery charges will apply.
  • Repeat Damage (Replacement Order): If the replacement item also arrives damaged, a voucher will again be offered as the primary resolution. If you remain unsatisfied, a refund may be considered as an exception.

All damage claims are subject to review and approval by Ecoclay before a resolution is issued.