Refund policy
Return and refund policy
Free 30-day returns
We want you to love what you put in your home. If something isn't right, return it within 30 days of delivery for a full refund — we cover return shipping on every eligible item.
Items must be unused, in original condition, and returned in their original packaging with all hardware, parts, and accessories included.
How to start a return
Email Support@softclayhome.com with your order number and a photo of the item. We'll respond within 24 business hours with a prepaid return label and instructions. Please don't ship anything back before you receive that label — unauthorized returns can't be processed or refunded.
Damaged or defective items
If your item arrives damaged or defective, photograph the packaging and the item and email us within 48 hours of delivery. We'll send a free replacement or issue a full refund, whichever you prefer. In most cases you won't need to send the damaged item back at all.
Seasonal products — final sale
Seasonal and holiday items are final sale and cannot be returned or exchanged. This is clearly marked on every seasonal product page before you buy.
Seasonal items that arrive damaged or defective are still fully covered — email us within 48 hours of delivery and we'll replace or refund them.
Other items we can't accept back
- Gift cards
- Custom, made-to-order, or personalized items
- Candles that have been burned or consumables that have been used
- Items returned after 30 days
- Items returned without a return authorization
- Items missing original packaging, hardware, or parts
Refunds
Once your return is received and inspected — or once a damage claim is approved — we issue your refund to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post it.
If a return arrives used, damaged by the customer, or incomplete, we may issue a partial refund or decline the return. We'll always contact you first.
Exchanges
The fastest way to swap an item is to return the original for a refund and place a new order.
Cancellations
Orders can be cancelled for a full refund any time before they ship. Email Support@softclayhome.com with your order number as soon as possible. Once shipped, standard return terms apply.
Questions
Email Support@softclayhome.com, Monday–Friday, 9:00 AM – 5:00 PM PT.