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.

Note: Orders confirmed with an advance payment are considered final and cannot be cancelled. In case of cancellation, the advance amount paid will be non-refundable, and we shall not be held liable to return any part of the payment or provide a credit note.

Please ensure you are certain before confirming your order and making an advance payment, as no changes or cancellations will be accommodated once the order is placed.

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.
  

7. Cancellation Policy

At Clay & Cai, every garment is crafted with careful attention to detail, quality, and material integrity. As many of our designs involve specialized fabrics, embellishments, and custom sourcing, certain circumstances may require an order to be cancelled by us to maintain our quality standards.

Cancellation Due to Fabric Unavailability

In rare cases, if a specific fabric, lace, embellishment, or material required for your order becomes unavailable after the order has been placed, we reserve the right to cancel the order. Please note that we do not substitute or downgrade materials under any circumstances. We strictly adhere to our quality benchmarks and will never use substandard or alternate fabrics without approval.

If such a situation arises, our team will inform you regarding the unavailability of the required material and proceed with cancellation of the order.

Credit Note in Lieu of Refund

Upon cancellation initiated by us, you will be issued a full-value credit note equivalent to the amount paid for the cancelled order.

• This credit note will be issued exclusively through our website.

• The credit note will be valid for a period of six (6) months from the date of issuance.

• The credit can be redeemed only on Clay & Cai’s official website for any future purchase.

No Refund Policy

Please note that no monetary refunds will be provided under any circumstances, including but not limited to fabric unavailability, sourcing issues, production constraints, or order cancellations initiated by us or requested by the customer. All cancellations will strictly be settled via a website credit note only.

Usage of Credit Note

• The credit note is non-transferable and can only be used by the original purchaser.

• It cannot be redeemed for cash or bank refunds.

• Any unused credit after the six-month validity period will automatically expire and cannot be reinstated.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Cancellation Policy in full.

For any queries regarding your order or credit note, please contact our support team at clayandcai@gmail.com.

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!