Is my order eligible for return or replacement?
Your purchase is eligible for return or replacement only if it meets the following conditions:
All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, shape or size may occur between products which is not regarded as a defect and will not be eligible for return or replacement.
Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case. We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are three failed delivery attempts by our shipping agency or the recipient refuses the package.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
How do I return a defective item?
Step 1:
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. If your purchase meets our return criteria as stated above, please email us at info@countryclay.com within10 days of delivery with the following information:
- Order number
- Delivery address
- Specify the reason for the return, and in case of defective or incorrect product, please send us an image of the item at info@countryclay.com
Unfortunately, we will not be able to consider any emails or images sent after 10 days of the delivery.
Step 2:
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please put the Product in its original packaging and seal it well and send it across. Please ensure that the product is unused, not damaged and all the tags and bar codes, invoice slips are intact at the time of return.
Step 3:
Once the product reaches our warehouse, we will inspect the product and once our inspection team confirms that the product received is in acceptable condition, as dispatched from our warehouse, we will process the return request case on a case basis.
If there is a genuine defect in the product, we'd be happy to exchange your product with a replacement or a different product of the same value or refund your order amount within 7-10 working days after the product reaches our warehouse.
Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, a credit of the paid amount will reflect in the original mode of payment within 7-10 business days. In case of COD (Cash on Delivery) order, the refund will be made only in the form of credit coupon of the same value.
Reverse Pickup & Exchange Timeline
Unfortunately, we don’t have a reverse pickup option at the moment. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please put the Product in its original packaging and seal it well and send it across. Please ensure that the product is unused, not damaged and all the tags and bar codes, invoice slips are intact at the time of return.
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
In case of exchange, your new order will be sent on its way 4-5 working days after we receive your returned product. Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, a credit of the paid amount will reflect in the original mode of payment within 7-10 business days.
About Refund and Timelines
Refund shall be made through the original payment mode. Once, we receive the refund request, we shall process the refund within 7 business days.
Exchange Cost Difference & Shipping Cost
As applicable from case to case.