Refund policy

Effective date: July 10, 2026

Every Claymio figure is made to order and personalized to you, so our policy is different from off-the-shelf products.

Custom items are exempt from standard returns

Because each figure is handmade specifically for you from your photos, we can’t accept standard “change of mind” returns once production has started. This is standard for personalized or bespoke products.

Your approval before we finalize

You’re protected by two checkpoints:

  1. You approve your AI preview before you pay.
  2. We send you a photo of your figure to approve before we set (bake) the final shape. We only finalize after you approve. Limited small tweaks are available at this stage while the clay is still soft.

If something goes wrong

We’ll make it right if your item arrives damaged or defective, or if it clearly differs from the photo you approved.

Contact us within 7 days of delivery with photos, and we’ll arrange a repair, remake, or replacement as appropriate. Where a resolution isn’t possible, we may offer a partial or full refund.

Return shipping costs

Because each Claymio item is personalized, returns are accepted only when approved under this policy.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

What isn’t covered

  • Small handmade differences — each piece is a stylized keepsake, not a photo-exact replica.
  • Requests to redo the pose, outfit, or significantly reshape the face after you approved the preview or pre-bake photo.
  • Delays or issues caused by an incorrect shipping address or by the carrier or customs after dispatch.

Cancellations

You can cancel for a full refund before production starts. Once we’ve begun sculpting, cancellation may be limited because work and materials are already committed. Contact us as soon as possible and we’ll do our best.

Questions? Email support@claymio.com.