Refund and Return Policy

At Clay & Cai, we aim to provide you with a seamless experience. If you need to exchange or return an item, we are happy to assist. Please review the policies below for further details.

1. Exchanges Policy

We offer exchanges only for size-related issues. If the size you ordered doesn't fit, we’ll be happy to exchange it for the correct size.

  • Eligibility for Exchange: To be eligible for an exchange, the item must be in the same condition as when it was received — unworn, unused, with tags, and in its original packaging. You’ll need the receipt or proof of purchase.
  • 3-Day Exchange Policy: You have 3 days from the date of receiving your item to request an size exchange.

To initiate an exchange, contact us at clayandcai@gmail.com. Once your exchange request is approved, we will provide you with the necessary steps and address to send the item back. Items returned without prior approval will not be accepted.

2. Shipping for Exchanges

Once we receive the item for size exchanges, we will conduct a quality inspection. If the item passes the inspection, we will promptly begin preparing your new garment. Please note that delivery times for exchanges may vary depending on your location.

3. Refund Policy

We do not offer refunds in cash, cheque, or bank transfer. Refunds are issued only as store credit, which is valid for 3 months from the date of issuance. Store credit can be used for future purchases at Clay & Cai. If your return is approved, we will notify you and issue store credit accordingly.

4. Damages & Issues

Please inspect your order upon receipt. If you receive a damaged, defective, or incorrect item, contact us immediately at clayandcai@gmail.com. We will evaluate the issue and work with you to make things right.

5. Non-Returnable/Non-Exchangeable Items

Certain items cannot be returned or exchanged, including:

  • Intimate wear: Underwear, bikini, monokini, tankini, bandeaukini, lingerie, bras, and caftans.
  • Custom or personalized items: We do not accept returns or exchanges for any custom-made or personalized products.
  • Sale/Discounted items: Items purchased on sale or with discounts are not eligible for return or exchange.
  • Gift cards: We do not accept returns or exchanges for gift cards.

6. Customization Policy

  • Request Timeline: Customization requests must be made within 48 hours of receiving the item.
  • Charges: Additional costs may apply based on the complexity of the customization or materials used.
  • Final Approval: Custom work will only begin once confirmed by the customer.
  • Non-Returnable: Customized items cannot be returned or exchanged unless there is a manufacturing defect.

Need Help?

If you have any questions regarding returns, exchanges, refunds, or any other concerns, please feel free to contact us at clayandcai@gmail.com. We're happy to assist you!