Return and refund policy of craftingers

Return & Refund Policy

Last updated: September 25, 2026

At Craftingers, every piece is handcrafted by hand, not molded from plastic on an assembly line. That honesty is central to who we are, and it's why we ask you to read this policy carefully before placing your order: it explains what's a natural part of handmade craftsmanship, and what genuinely qualifies for a claim.

1. Natural Variations Are Not Defects

Because our products are handmade from real wood, no two pieces are perfectly identical. The following are normal characteristics of solid wood craftsmanship and are not eligible for complaints, replacement, or refunds:

Size variations of up to ±0.5 inch, due to the natural material and handmade process
Differences in grain pattern, wood tone, or color compared to product photos
Minor natural marks or light surface scratches typical of handcrafted wood items

2. Order Cancellations

Once you confirm your order with us over WhatsApp, it moves directly into production or packaging. We are unable to accept cancellations after WhatsApp confirmation. Please make sure you're certain of your order — product, size, and delivery address — before confirming.

3. Damage Assessment

If your order arrives with an issue, we assess it as follows:

Minor damage — small imperfections from transit that don't affect the product's function are compensated appropriately, through a partial refund or store credit, depending on the situation.

Major damage — significant breakage or deformation caused during delivery is eligible for a full replacement or refund, subject to product availability and the terms below.

4. Mandatory Unboxing Video Requirement

To process any damage-related complaint, you must provide:

A complete, unedited unboxing video, recorded continuously from the moment the parcel arrives, through opening the package, showing the seals and the damaged area clearly
The video must be captured before the product is used

Complaints submitted without a valid unboxing video cannot be processed, under any circumstances.

5. Complaint Timeline

Two separate timelines apply, so please act quickly:

Report within 3 days of delivery — any damage or defect must be reported to us, with your unboxing video, within 3 days of receiving your order.
Ship back within 3 days of registering your complaint — once your complaint is registered, the item must reach us within 3 days, sent only through our designated delivery partner.

Complaints or returns falling outside either window will not be eligible for a refund, replacement, or store credit.

6. Eligibility for Refund

A return or refund will be approved when all of the following are true:

Major damage is clearly shown in a valid unboxing video
The issue was reported within 3 days of delivery
The item is shipped back within 3 days of the complaint being registered, via our designated courier
The item is returned unused, in its original condition, with all original packaging
The item is accessed by us and declared damaged after watching the video you have provided.

7. Return Shipping

For approved claims, Craftingers covers the cost of shipping the item back to us. Our return address will be provided directly once your complaint is approved.

Please ensure the item is securely packaged for its return journey — Craftingers is not responsible for items lost, delayed, or damaged further due to courier issues during the return process itself.

8. Refund Process

Approved refunds are issued via direct bank transfer to your bank account, regardless of whether your original order was Cash on Delivery or an advance payment.
Please allow 5–10 working days after we receive and inspect the returned item for your refund to be processed.
Store credit remains an option where mutually agreed, instead of a bank refund.

9. Contact for Complaints

To register a complaint or ask about a return, reach out to us directly:

📞 0318 7047441
📩 craftingers.shop@gmail.com