1. General Policy

Due to the nature of heavy building materials (terracotta tiles and bricks), we generally do not accept returns for change of mind once the material has been dispatched or delivered. We strongly encourage customers to order samples and verify specifications before placing a bulk order.

2. Damaged or Defective Goods

We take great care in packing our products. However, breakage of up to 3-5% is considered standard industry norm for clay products during transit.

• Transit Damages: Any breakage exceeding 5% must be reported within 24 hours of delivery with photographic evidence. We will replace the excess broken quantity free of cost or provide a refund for the same.
• Manufacturing Defects: If you notice distinct manufacturing defects (cracks, major warping beyond tolerance), please notify us immediately. Upon verification, we will arrange for a replacement.

3. Returns Process

To initiate a return for damaged goods:

1. Contact our support team at urbanclay@claytile.in or via WhatsApp.
2. Provide your Order ID and clear photos/videos of the damaged material upon unloading.
3. Our team will assess the claim within 2 business days.

4. Custom Orders

Products that are custom-manufactured (non-standard sizes, specific colors made to order) are non-refundable and non-returnable unless they are proven to be defective.

5. Refunds

Authorized refunds will be processed within 5-7 business days to the original method of payment. Shipping and handling charges for the initial delivery are non-refundable unless the entire shipment is defective.