Refund policy
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No returns, refunds or exchanges on any orders. This includes and is not limited to Prints Kits and all Pottery Orders.
Due to the hand-crafted nature of each piece, variations are to be expected. If you have any questions or concerns, please email us at support@printsandclay.com
Breakage During Shipping
At Prints & Clay, we take great care to package your keepsakes securely to ensure they arrive in perfect condition. However, in the rare event that an item arrives damaged, please follow the steps below:
Document the Damage
Take clear photos of the damaged item(s), the packaging materials, and the shipping box (including any visible damage to the exterior).
Ensure photos capture all angles and details of the breakage for proper documentation.
Contact Us
Email us at support@printsandclay.com or text us at (828) 505-5678 within 5 business days of receiving your order.
Include your order number, a description of the damage, and the photos mentioned above.
Await Instructions
After reviewing your documentation, we will determine the next steps, which may include:
- Sending a replacement.
- Issuing a refund.
- Providing further instructions for return or disposal of the damaged item.
Important Notes
All damaged items and packaging must be retained until your claim is resolved, as the carrier may request an inspection.
Claims made without photos of the damage and packaging may not be eligible for replacement or refund.
Exclusions
We are not responsible for damage caused by mishandling after delivery or for items not reported within the 5-business-day window.
Custom items may be eligible for replacement but are not refundable.
Contact Information
For any questions or assistance regarding breakage, please reach out:
Email: support@printsandclay.com
Phone: (828) 505-5678
Thank you for helping us ensure a smooth resolution process!
Store Credit
Any store credit must be used in its entirety within 3 months of date of issue. It is only valid for 1 time use. It cannot be used with any other discounts. The store credit does not apply towards shipping charges. It is only valid on our products.