Refund & Return Policy

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. This 30-day window is offered in addition to the statutory 14-day EU right of withdrawal described below. 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

European Union Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This statutory right applies alongside our 30-day return policy above.

• To exercise it, contact us at Support@clay-date.eu within 14 days of receiving your order, stating that you wish to withdraw.
• When you withdraw within this period, we refund the full price of the returned items together with the standard outbound delivery cost. If you chose a more expensive delivery option than our standard service, the additional cost of that option is not refunded.
• The cost of returning the item is your responsibility, unless the item is faulty, defective, or incorrect, in which case we cover it.
• Items must be returned in new and unused condition with their original packaging. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to inspect the item.

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.

For voluntary returns outside the statutory 14-day right of withdrawal, the original outbound shipping cost is non-refundable. Where the EU right of withdrawal applies, standard outbound shipping is refunded as described above.

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 a 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.

Parcel Delivered but Reported Empty or Incomplete

If your tracking shows your order as delivered but the parcel arrives empty, incomplete, or appears to have been interfered with, please contact us at Support@clay-date.eu within 48 hours of delivery and include:

• Your order number, name on the order, and email used for the order
• Clear photos of the outer box and all tape and seals, taken before and after opening where possible
• A description of exactly what you received

Because these cases concern the shipment itself, the resolution depends on an official investigation with the carrier, which we will open on your behalf as the sender. Our ability to compensate is limited to the outcome of that carrier investigation.

• Where the carrier confirms that the contents were lost or removed in transit, we will provide a free replacement or a refund at your choice.
• Where the recorded shipment weight and carrier findings show that the order left us complete and was delivered with no evidence of tampering, we are unable to issue a refund for the items, as set out in our Lost or Stolen Packages terms and subject to applicable consumer law.

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 approved, your refund will be processed and a credit will automatically be applied to your original method of payment within the timeframes below.

• Returns are processed within 14 business days after arrival
• For voluntary returns outside the statutory 14-day right of withdrawal, original outbound shipping costs are non-refundable
• For Non-EU customers, return shipping costs are non-refundable and are 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 card 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, subject to applicable consumer law.

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, as 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 have done all of this and you still have not received your refund, please contact us at Support@clay-date.eu