Refund policy
Order Cancellations:
We understand that plans sometimes change, and we do our best to accommodate when possible.
- Cancellations can be processed within 48 hours of placing an order. If you need to cancel within that window, please email us and we’ll take care of it.
- After 48 hours, cancellation is not available. To meet our posted turnaround time, we begin preparing and producing orders quickly. Once production or packing has begun, the order cannot be canceled.
If you no longer want your order once it arrives, you are welcome to return any unopened and unused items in accordance with our standard return policy below.
Return Policy:
We do not accept returns of broken or used items, items purchased as "seconds," or digital products. We also do not accept returns or exchanges on opened packages of polymer clay.
All of our clay is sourced directly from the manufacturer and stored indoors in a temperature-stable environment. Firmness can vary slightly from batch to batch and color to color, and some colors may require more conditioning. Even older clay is often fully usable with proper conditioning and the use of clay softener. If you believe your clay is defective, please contact us within 14 days of delivery and include a short video showing how the clay behaves when you try to condition it. We’ll be happy to assess the issue and help troubleshoot or determine whether a refund or replacement is warranted.
Please note: Firm or crumbly clay is not considered defective unless it remains unusable after proper conditioning. Variations in texture are common between colors and batches, and many clays require softening before use. We do not offer refunds or replacements for clay that can be revived through standard conditioning methods. If you're unsure how to condition clay, this article offers helpful tips, or you're welcome to reach out to us for guidance.
We will accept returns only under these conditions:
- The return is postmarked within fourteen days of the original delivery date.
- The item is unused, unbroken, and appears to be in perfect/new condition.
If you wish to return an item, you will be responsible for shipping. We can provide you with a return shipping label upon request; however, the cost of the label will be subtracted from your refund amount.
Please take care to re-package the item carefully to ensure it is not damaged during the return shipment. Refunds will not be issued if we receive broken or otherwise damaged goods. Once we receive the returned item(s) and they are found to be in good condition, we will issue a refund for the items. Shipping fees are non-refundable. If you're at all worried that the items may not make it back to us without damage due to postal handling, we advise you to take pictures of all of the items before shipping and purchase insurance on your package. We are not responsible for damaged packages.
Important Note on Returning Cutters, Silk Screens, and Transfer Sheets:
Cutters and other tools: When shipping these tools back, please do not stack them together. To prevent damage, it's best to use some form of shipping material above and below each item. Shipping items in boxes is often the safest option. If you choose to use a mailer, ensure that you use ample padding to protect the clay tools during transit.
Silk Screens and Transfer Sheets: These items must be shipped in a way that ensures the envelope cannot be dented or folded. We recommend using a very thick, firm envelope or shipping them in a box to prevent any bending. This is crucial to ensure that the silk screens and transfer sheets arrive back to us in perfect condition.
Here is our address for the return:
The Clay Impress
119A Mookua St
Kailua, HI 96734
Damaged or Missing Items:
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 for you.
If your tools are damaged during shipping or with normal use within fourteen (14) days of receiving them, we will provide a replacement. See paragraphs below for more information on what constitutes "normal use."
To process a replacement, we require that you send us a picture of the damaged items along with an explanation of how the damage occurred.
Exclusions from Replacement Policy - Customer Loss or Mishandling:
Please note that many of our items are small and may easily get lost in the packing materials. Our polymer clay cutters and other similar tools are often sandwiched between two layers of crinkle paper. It's common for people to grab the crinkle paper and accidentally drop the tools onto the floor or to throw the tools away, having not carefully inspected the crinkle paper. We may also include small items in the organza bags with other cutter sets (we will often note this on the included packing slip). We ask that you carefully inspect the packing materials and search for the missing item before contacting us.
Additionally, please be aware that certain products, such as silk screens and transfer sheets, are packaged in envelopes, which are commonly placed outside of boxes but inside the overall mailer. It's common for people to overlook checking the mailers and accidentally discard these envelopes.
Please note that we cannot be held responsible for items that have been accidentally thrown away or misplaced during the unpacking process.
We take pride in the meticulous testing process that each of our cutter designs goes through to ensure their durability and longevity. Our extensive tests involve evaluating the cutters' performance under various conditions, including clay removal. We have discovered that there is a proper and safe way to remove clay from the cutters, which does not involve applying any lateral force on the cutting blades themselves.
We want to ensure that our customers are aware of the proper method for cleaning out their cutters to avoid any potential damage. Any lateral stress on the thin cutting blades should be avoided at all times. To remove any stuck clay, we recommend using a pin. However, it's crucial to exercise caution and follow these steps: gently insert the pin into the clay, then carefully pull the clay out without pressing the pin against the cutting blades. It is important not to tilt the pin or use the cutting blade as leverage when removing the clay. With stubborn clay, it can be helpful to moisten the clay with rubbing alcohol to soften it. Once the alcohol has dissolved the clay slightly, it may be easier to remove with a pin or a toothbrush-like tool.
When encountering stuck clay, we strongly advise our customers to exercise caution and follow the recommended method for safe clay removal. Applying any force, particularly lateral force or pressing from the side, directly on the cutting blades can increase the risk of breakage. Instead, we suggest carefully and gently removing any stuck clay without exerting any pressure on the cutting blades.
Please note that if a cutter is broken as a result of using a tool or improper technique to remove clay that has become stuck, this would be considered beyond normal use and is not covered under our replacement policy. We kindly request our customers to exercise care and follow the recommended procedures to ensure the longevity of their cutters.
Furthermore, we want to highlight that we cannot be held responsible for any breakage that occurs due to pressing the cutters onto uneven cutting surfaces, such as textured tiles. It is essential to use a flat and even surface when utilizing our cutters to minimize the risk of damage.
Additionally, if clay becomes stuck in the cutter due to design features, such as small crevices or tight areas, it is important to thoroughly clean the cutter before using it again. Clay residue left in the cutter can impact the functionality of the tool and may cause breakage when the cutter is pressed into a new clay slab and the clay in the impacted area has nowhere to go. Any breakage resulting from clay being left impacted in the cutter is not considered normal use and is not covered under our policy. We recommend inspecting your cutters carefully and cleaning them thoroughly to ensure optimal performance and longevity. If you have any questions on how to clean or care for our products, please feel free to contact us for guidance.
14-Day Replacement Window:
Please note that The Clay Impress is not responsible for damaged items after fourteen (14) days, so it's a good idea to check your tools carefully and test them when you receive them.
If an item is missing from your order, we kindly request that you provide us with a picture of all the items you received, as well as a picture of your packing slip. This will assist us in verifying the contents of your order and determining if the item is indeed missing, or if it may have been packed but overlooked in the packing materials. If you believe that an item is missing, please contact us within fourteen (14) days of receiving your order and provide us with the required pictures for verification. We will diligently investigate the issue and strive to resolve it in a timely and satisfactory manner.
We appreciate your understanding and cooperation in adhering to these policies. We strive to provide high-quality products and excellent customer service, and we are committed to addressing any issues you may encounter in a fair and timely manner.
We are committed to treating all customers with fairness and respect and expect the same in return. Any harassment, threats, or mistreatment of our team—including the use of review threats to demand policy exceptions—may result in denial of service, including return requests.