Refund and Returns Policy

Overview

Claysphere is a marketplace made up of independent sellers who run their own shops. This means that each seller is responsible for their own policies regarding refunds, exchanges, and returns on every item they list for sale. If you’re making purchases from a shop, you may want to check the policies for each item you’re buying. Individual policies will vary from shop to shop.

For returning or exchanging an item, the seller you purchased your order from is the best person to help you. You can contact the seller directly via the seller-buyer communication window available at each seller’s page. If the seller didn’t respond to your messages within 48 hours, you can open a case with us requesting for intervention from Claysphere support team.

General Conditions

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase and return shipment slip.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• 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

Refunds

The seller will issue the refund after receiving the package. Once your return is received and inspected by the seller, seller 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 credit card or original method of payment, and it will be reflected within 3-5 business days.

What if the seller couldn’t help you?

If the seller isn’t able to help you, your next step is to request help from Claysphere by opening a case. You can contact us to open the case for any issue that the seller can’t find the resolution. With our purchase protection program for qualifying orders, you’ll receive a full refund if your order never arrives, arrives damaged, or isn’t as described.

Late or missing refunds

If you haven’t received a refund yet, 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.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded. Seller only replace sale items if they are defective or damaged.

Exchanges

Exchange policy may differ from shop to shop and you can find it at the homepage page of each shop. If you need to exchange it for an item, contact the seller through buyer-seller communication window.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

The seller will issue the refund after receiving the package. To coordinate a return with a seller, first work with the seller to decide:

• To where you should send the returning item.
• The time frame in which the seller wants to receive it.
• Who will be responsible for the cost of return shipping if this doesn’t state in the shop policies from where you purchased the item.

Depending on where you live, the time it may take for your exchanged product to reach you from the seller may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us for any questions related to refunds and returns.