Widerrufsrecht

RETURNS

We accept returns within 30 days of receiving your order. Return shipping is free for EU customers and paid by the customer for Non-EU orders.

If for any reason you are not happy with your purchase, you may return your order within 30 days of receiving the order. We offer a refund service provided the following guidelines are abided by:

  • All returns must be sent back to Clay Date within 30 days of delivery
  • All products must be returned in new and unused condition
  • Original packaging must be intact and included
  • There are certain situations where only partial refunds are granted (if applicable)
    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
    • Any item that is returned more than 30 days after delivery

 

RETURN SHIPPING COSTS

EU customers: Return shipping is free for all approved returns from EU countries, including:

  • Netherlands, Belgium, Germany, Luxembourg, Austria, Denmark, France, Italy, Spain, Portugal, Ireland, Hungary, Latvia, Poland, Romania, Greece, Slovakia, Sweden

Once your return request is approved, we will send you a pre-paid return shipping label by email.

Non-EU customers (United States, Canada, United Kingdom, Norway, Switzerland): Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method to ensure safe delivery back to us. Clay Date is not responsible for returned parcels that are lost in transit without tracking.

Please note that the original outbound shipping cost is non-refundable in all cases.

 

RETURN INSTRUCTIONS

To initiate the return process: please contact us at Support@clay-date.eu

and include the following information:

  • Your order number
  • Name on the order
  • Email used for the order
  • Reason for your return and photo of the item

Return address:

Clay Date
Vlierweg 12 K-03
1032LG Amsterdam
Netherlands

Incorrect Item: If you have received an incorrect item, please contact us at Support@clay-date.eu and include the following information:

  • Your order number
  • Name on the order
  • Email used for the order
  • Photo of the incorrect item and packing slip

Upon confirming that you received the wrong item, we will create a return label for you at no cost and ship the correct item within 7-10 business days, regardless of your shipping zone.

Damaged or Defective Item: If you have received a damaged or defective item, please contact us at Support@clay-date.eu and provide the following details:

  • Your order number
  • Name on the order
  • Email used for the order
  • Your request (refund or send another product)
  • Photograph clearly showing the quality of the print or the damaged area of the item, taken on a flat surface with the tag and error clearly displayed

We will use this information to assist you with your order and ensure that similar errors are prevented in future orders. In case of a defective item, return shipping is fully covered by us regardless of shipping zone.

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

  • Returns are processed within 14 business days after arrival
  • Original outbound shipping costs are non-refundable
  • For Non-EU customers, return shipping costs are non-refundable and covered by the customer
  • Returns can only be refunded. We will charge back the credit to the card used for the purchase of the initial order. iDeal refunds can take two to three business days. Refunds for payments made via Credit Cards can sometimes take up to 30 days or less

 

PRODUCT CONDITION NOTES

Our clay is a natural, moisture-based material tested and certified to meet CE (European Union) and UKCA (United Kingdom) safety and quality standards. Because clay is a natural material, please note the following:

The following is NOT considered a defect or damage and does not qualify for a refund:

  • Small amounts of natural moisture around the clay packet caused by temperature changes during international shipping. This is a harmless characteristic and does not affect the clay's quality or performance. Simply wipe the packet clean with a paper towel and your Kit is ready to use.
  • Minor variations in color, texture, or scent between batches, which are natural to a plant-based product.
  • Small surface scratches on the outer packaging from transit that do not affect the contents.

The following IS considered a valid defect and qualifies for a full refund or free replacement:

  • Broken or crushed packaging that has damaged the contents beyond use
  • Clay that has completely dried out or has become unusable on arrival
  • Missing components from your Kit
  • Any manufacturing defect that impacts the intended use of the product

If you are unsure whether your Kit qualifies as defective, please contact us with photos at Support@clay-date.eu and we will assess it fairly.

 

ORDER CANCELLATIONS

If your order has not yet been fulfilled, you may request a cancellation by contacting us at Support@clay-date.eu. We aim to process cancellation requests as quickly as possible, but once an order has been shipped, it cannot be cancelled.

 

DELAYED OR MISSING SHIPMENTS

If your order does not arrive within the estimated delivery time listed in our Shipping Policy:

  • First, please check your tracking link for the latest status
  • Check with neighbours or your local post office for any missed delivery notice
  • Contact us at Support@clay-date.eu with your order number and we will investigate on your behalf

We take unexpected delays seriously. If a package is confirmed lost by the carrier or has not arrived within a reasonable timeframe after our investigation, we will offer a full replacement or refund at your choice.

 

LATE OR MISSING REFUNDS

  • If you haven’t received a refund within 10 days, 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 Support@clay-date.eu