Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

For the Play with Clay classes there is a 48 hour canceling period. You can cancel a course 48 hours after purchase. past this deadline there are no refunds. If you miss a class or cancel after 12pm on that day you will not be able to catchup this session. There are a few catchup sessions provided ad it is the students responsibility to check with the ubindi and adjust their own schedule. This is not the Teachers responsibility. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@horatioclay.com. Please note that returns will need to be sent to the following address: 19 ploegstraat, Antwerp 2018, Belgium 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@horatioclay.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You must notify us within 24 hours of receiving the Parcel if there has been damage in transit. All products will be sent tracked unless requested otherwise by you the customer. Any breakages reported after 24 hours of receipt of parcel will not be valid for a refund.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

There are also no returns on custom pieces. There will be several stage of the process you can cancel a customised piece. Final outcome can not be returned if the design has been approved at the other stages. A down payment and contract will be arranged for custom work.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@horatioclay.com.