Refund and Returns Policy
Every Klayvi piece leaves our workshop only after passing 15 quality checks and a full batch laboratory report. We stand behind what we make. This policy explains what happens on the rare occasion that something is not right.
Our Return Window
We accept return requests raised within 7 days of delivery. To be eligible, your item must be unused, unseasoned, and in its original packaging with all included accessories — the Clay Care Passport, artisan card, batch QR card, and cotton muslin pouch.
Because our products are handmade to order, we are unable to accept returns on items that show signs of use, including seasoning, heat exposure, or water contact beyond a first rinse.
Items Eligible for Return
We accept returns on the following grounds:
- The product arrived with a manufacturing defect not caused in transit
- You received the wrong item
- The product does not match its description on our website
- The product arrived damaged (see the Damaged in Transit section below)
Items Not Eligible for Return
The following cannot be returned or refunded:
- Products that have been seasoned, heated, or used for cooking or storage
- Clay Care Wash Care liquids (KL-WC series) once opened
- Seed paper thank-you card packs once the packaging seal is broken
- Items returned without original packaging or missing any included accessories
- Products with damage caused by improper use, thermal shock, dropping, or cleaning with standard dish soap — none of which are manufacturing defects
- Custom-engraved or personalised products ordered via our corporate gifting programme
- Items from which the batch QR card has been removed or lost
Damaged in Transit
We pack every order in double-wall kraft with honeycomb inner wrapping — specifically engineered to protect handmade clay through the courier journey. Despite this, breakage during transit can occasionally occur.
If your product arrives broken or cracked:
- Photograph the damage — both the product and the outer packaging — within 24 hours of delivery
- Email us at contact@klayvi.com with your order number and photographs
- We will arrange a replacement at no charge within 7 to 10 working days
We do not require you to return a broken piece. Please retain it until we confirm the replacement has been dispatched.
Refunds
Once we receive and inspect your returned item, we will notify you within 3 working days of our decision.
Approved refunds are processed to your original payment method within 5 to 7 working days of approval. Depending on your bank or card provider, the credit may take a further 3 to 5 working days to appear on your statement.
We do not offer refunds on shipping charges except where the return is the result of our error.
Late or Missing Refunds
If you have not received your refund after the timeframe above:
- Check your bank account or card statement once more — processing delays do occasionally occur
- Contact your card provider or bank directly, as they may have a processing hold in place
- If you have done both of the above and the refund still has not appeared, write to us at contact@klayvi.com with your order number and we will trace it immediately
Exchanges
We replace items only where they are confirmed defective or damaged. We do not offer size or colour exchanges once an order has been dispatched, as our products are made to order.
If you need a replacement for a defective item, email contact@klayvi.com with your order number and the nature of the defect. Please do not post your item back to us without first receiving written confirmation from our team.
The 7 Days Structural Warranty
Select premium-tier Klayvi products — including the Handi 3L, 5L, Kadhai 3L, Tawa 14 inch, and both Khurja Black Clay Slow Cookers — carry a 7 days structural warranty covering manufacturing defects: unexplained cracking, handle failure, lid failure, and base delamination.
The warranty does not cover damage caused by:
- Thermal shock (cold water on a hot vessel, or a cold vessel placed on high flame)
- Dropping or impact
- Cleaning with standard dish soap or chemical detergents
- Use in a dishwasher or microwave
To make a warranty claim, email contact@klayvi.com with your batch number (printed on the base of your product beside the QR code) and a clear photograph of the defect.
Gifted Items
If you received a Klayvi product as a gift and it arrived damaged or defective, you may raise a return or replacement request directly. You will need the order number, which the gift giver can provide, or you may contact us at contact@klayvi.com and we will locate the order from the delivery address.
Shipping Returns
Where a return has been authorised, our team will provide you with the correct return address in writing. Please do not post any item back to us without first receiving this confirmation.
Return shipping costs are the responsibility of the customer unless the return is due to our error or a confirmed manufacturing defect. We recommend using a trackable courier service, as we cannot accept responsibility for items lost or damaged in return transit.
Need Help?
If you have any questions about your order, a product, or this policy, our team is available Monday to Saturday, 9:00 AM to 8:00 PM IST.
Email: contact@klayvi.com
We aim to respond to all queries within one working day.
