Refund policy

Last updated: 23-08-2026

At Claii, every ceramic water filter is carefully handcrafted in small batches. A filter is something you live with, so we would rather you took your time deciding whether it belongs in your home.

30 days to decide

You have 30 days from the day your order is delivered to decide whether to keep it. If it is not right for you, email us at info@claiistudio.com within those 30 days and we will take care of the rest.

  • We arrange and pay for the collection. Please do not post the filter back yourself. It is heavy handmade ceramic and needs a carrier chosen for it. When you contact us we will agree a collection date and let you know how to pack it. If you still have the original box, please use that.
  • You keep the filter candle. It sits in your drinking water, so we do not want it back, and we refund it anyway.
  • Using the filter is the point. Normal use during the 30 days will not reduce your refund.
  • We refund the full amount you paid, including any delivery charge, to your original payment method within 14 days of the filter reaching us.

This 30-day promise is offered in addition to your rights under European consumer law. It is more generous than those rights in every respect: a longer window, we cover the cost of the return, and we arrange the collection ourselves. In practice you can simply use it. Your statutory rights are set out below and are not affected by it. Where the two differ, whichever is better for you is the one that applies.

Right of Withdrawal

If you are a consumer located within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason.

To exercise your right of withdrawal, please contact us at info@claiistudio.com within the 14-day period.

Return Conditions

These conditions apply if you choose to exercise your statutory right of withdrawal rather than our 30-day promise above.

  • The product must be returned within 14 days after notifying us of your withdrawal.
  • The product must be returned in its original packaging whenever possible.
  • The product must be adequately protected for transport.
  • The customer is responsible for the direct cost of return shipping.

We reserve the right to reduce the refund amount if the product has been handled beyond what is necessary to inspect its nature, characteristics, and functioning. This does not apply to returns made under our 30-day promise, where normal use of the filter is expected.

Damaged Deliveries

Please inspect your order upon arrival.

If your product arrives damaged, contact us within 48 hours of delivery and provide:

  • Your order number
  • Photographs of the damaged product
  • Photographs of the packaging

We will assess the claim and, where appropriate, provide a replacement or refund.

Faulty Products

If your product arrives with a manufacturing defect or develops a defect covered by applicable consumer law, please contact us at info@claiistudio.com. We will work with you to provide an appropriate solution in accordance with your statutory rights.

Refunds

Approved refunds will be issued using the original payment method within 14 days after receiving the returned item or proof that it has been shipped back to us.

Contact

For any questions regarding returns or refunds, please contact: info@claiistudio.com