Refund policy

Last updated: 2025-12-01

1. Overview

We want you to be completely satisfied with your purchase from CLAYD EU.

If for any reason you are not, you may return eligible items within 30 days of delivery for a refund, subject to the conditions below.

This policy applies to customers in the European Union (EU) and the European Free Trade Association (EFTA) region.

2. Return Eligibility

To qualify for a return, items must meet all of the following conditions:

  • Returned within 30 days of receiving your order.

  • Unused, unopened, and sealed in their original packaging.

  • In the same condition as when received — undamaged and suitable for resale.

  • Accompanied by proof of purchase (order number or receipt).

For hygiene and safety reasons, we cannot accept returns of any opened, used, or damaged items, including products where protective seals have been broken.

3. How to Request a Return

To initiate a return:

  1. Login to your account to start a self-return process

  2. Or contact our customer service team using the return form with your order number and reason for return.

  3. Our team will confirm eligibility and provide return instructions, including the correct return address in Sweden.

  4. Please do not return any items without prior authorization, as unauthorized returns may not be processed.

4. Return Shipping Costs

  • Customers are responsible for the cost of return shipping (flat rate €10, unless the product was defective or incorrect upon arrival.

  • We will provide a trackable shipping service label to ensure your return is received (please follow our instructions when the return is approved).

  • If the return is due to an error on our part (e.g., wrong or defective item), CLAYD EU will cover the shipping costs.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 5–10 business days to your original payment method.

  • Original shipping fees are non-refundable, unless the return was due to our error.

  • For orders where free shipping was applied, the equivalent €5 flat rate may be deducted if the remaining order value falls below the free shipping threshold.

6. Damaged or Defective Items

If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery using the return guide with our order number — we will then ask for photos of the damaged products and additional details if needed.

We will arrange a replacement or refund at no extra cost to you.

7. Exclusions

The following items are not eligible for return or refund:

  • Opened, used, or unsealed products

  • Items not purchased directly from clayd.eu

  • Products damaged due to misuse, neglect, or improper storage

  • Promotional or gift items (unless defective)

  • Reseller or wholesale purchases (separate agreement applies)

8. Reseller and Wholesale Orders

Returns for resellers or wholesale customers are governed by separate contractual terms.

Please contact us via the retail page to discuss your reseller conditions.

9. Legal Basis and Consumer Rights

This Returns & Refund Policy is in accordance with:

  • Directive 2011/83/EU on Consumer Rights

  • Swedish Consumer Sales Act (Konsumentköplagen)

  • Relevant EFTA consumer protection laws

Your statutory right of withdrawal (14 days for EU/EFTA consumers) remains unaffected. CLAYD EU voluntarily extends this period to 30 days, provided items meet the return conditions stated above.

10. Return & Refund Support

For all return and refund inquiries, please follow instructions below:

📧 Initiate return: Login or use return form  
📦 Returns instruction: Provided when return is accepted
📍 Operating from: Helsingborg, Sweden
🕓 Customer Service Hours: Weekdays 10AM-16PM CET