Refund & Return Policy

Why we have this policy

Every Purely Clayful piece is made by hand in small batches. Many items are one of a kind and cannot be remade identically. Our all-sales-final policy protects the integrity of our handmade process and lets us keep prices fair for everyone. It is not our way of walking away from quality — if something is wrong with what we sent you, we want to make it right.

Product issues & defects

If your order arrives with a defect, quality issue, or craftsmanship problem, please contact us within 14 days of delivery at purelyclayful@gmail.com with:

• Your order number
• A description of the issue
• Clear photos of the defect

We review every request individually. At our sole discretion, we may offer a replacement item at no cost to you. Please note that some one-of-a-kind pieces cannot be identically remade — in those cases we will discuss the best resolution with you.

We do not offer monetary refunds for defective items. Our remedy is replacement only, subject to our discretion and product availability.

Damaged in transit

If your package arrives visibly damaged (broken pieces, crushed packaging), please contact us within 48 hours of delivery with photos of both the packaging and the item. Keep all original packaging materials as they may be needed for a carrier claim.

We will review transit damage on a case-by-case basis and may offer a replacement at our discretion.

Lost packages

All orders include tracking. If your tracking shows “delivered” but you have not received your package, please first check with neighbours and your building’s front desk, then contact your local post office with the tracking number.

If the package is confirmed lost (not delivered) by the carrier, contact us within 14 days of the expected delivery date. We will assist you in filing a claim with Canada Post. Resolution is subject to the carrier’s investigation and is not guaranteed. We are not liable for packages lost or delayed after handoff to the carrier.

Wrong item shipped

If you received an item that does not match your order, contact us within 14 days with your order number and a photo. We will ship the correct item at no additional cost.