At ClayTime.my, we strive to deliver 100% satisfaction with your every purchase. We believe that customer satisfactions depend on high quality products and extraordinary customer service.

Refunds will be available for up to 60 days from the day you receive your order. You must request a Return & Refund Authorization (RRA) number during this 60-day period to qualify for a refund. To request an RRA number, kindly email to customercare@claytime.my.


If your return is in any way a result of an error by ClayTime.my, please be sure to indicate the nature of the error when requesting the RRA number and a member of our customer service team will provide you with further instructions.

If the return is not a result of an error by ClayTime.my, you will be responsible for all shipping costs, duties and taxes incurred for the order and return of the product(s). You must send your return using a reliable international carrier that offers tracking (such as FedEx). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the Returns Center in their original condition.


IMPORTANT NOTES:

  • Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at the Returns Center.
  • No refunds will be available after the 60-day returns period has expired.
  • All returns should send to:- ClayTime.my L2-03a, Level 2, Gamuda Walk, 12, Persiaran Anggerik Vanilla, Kota Kemuning Section 31, 40460 Shah Alam, Selangor
  • You can also walk in to our Returns Center if abovementioned criteria are met. Our office operation hours is 10:00am - 10:00pm, we open 7 days a week.

Promotion Codes on Returned Orders

If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on ClayTime.my, we will gladly issue you a new promotion code for a future purchase on the site. If the return did not result from an error by ClayTime.my, you will be unable to re-use the original promotion code.


Issuance of Credit

If you purchased by credit card or PayPal, your account will be credited for the full applicable amount within 7 business days of receipt of the returned merchandise. If you paid by Wire Transfer, we will transfer the full applicable amount of the return to your bank account or via Western Union approximately 1-3 weeks after the returned product has been received at the ClayTime.my Returns Center. If you are interested in exchanging one product for another, you will need to return the unwanted item and submit a completely new order (either online or by phone) for the product you would like to purchase.


Important Notes and Restrictions

Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Returns Center.

ClayTime.my is not responsible for loss or any costs incurred (including freight, duties and taxes, or import fees) for items returned without an RRA number or to any address other than a ClayTime.my Returns Center.

No refunds or returns on lessons, party packages, custom orders, gift certificates and gift box charges.

Make certain to use the original packaging when returning an item to ensure that it arrives in the same condition in which it was received.

As a safeguard against potential abuse, ClayTime.my reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.


Non-Received Orders

Be sure to indicate the complete and correct shipping address when you are placing your order. ClayTime.my is not responsible for items that have not been received due to an incorrect address or change of address.

If you have not received your order and would like to check the status, please contact our Customer Service Department at customercare@claytime.my (be sure to note your order number and email address, and verify the correct mailing address). A member of our customer service team will check our records to determine when your order was processed and shipped.

Please note that any claims related to non-receipt of merchandise must be made within 15 days of the shipment date or within 7 days of the delivery date reported by the carrier (where applicable), whichever came first.


Damaged/Incorrect Products or Incomplete Orders

At ClayTime.my, your satisfaction is our priority. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately. You can email our customer service team at customercare@claytime.my to report the problem. In your message, please include your name, order number, and email address, and provide as much detail as possible about the situation.

We will be happy to replace any damaged items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs. Similarly, if you should receive a product other than the one you ordered, the correct product will be sent to you at no additional charge or a full refund (including shipping costs) will be issued.

Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you.