Return, Exchange & Cancellation Policy
At Craftindo, we take pride in the quality, craftsmanship, and finish of our handmade products. Every product is carefully made and checked before dispatch. Our goal is to ensure that every customer has a smooth and satisfying shopping experience.
We understand that sometimes an issue may arise with an order. In such cases, we are committed to working with our customers to find a fair and suitable resolution.
Returns & Exchanges
Returns or exchanges may be considered in the following situations:
1. Quality or Manufacturing Defect
If the product received has a genuine manufacturing or quality defect that does not meet our quality standards, please contact us as soon as possible.
If you believe the product is damaged or has a manufacturing defect, please take clear photographs of the product and packaging immediately after opening the parcel. These photographs may be required for verification.
2. Wrong Product or Incorrect Order Delivered
If you receive a product that is different from the product ordered, or if the delivered product does not match the details mentioned in your order confirmation, please contact us within the specified time period.
This may include:
- Wrong product delivered
- Incorrect size delivered
- Product different from the confirmed order
- Any significant discrepancy caused by an error in listing or order processing
3. Exchange Due to Change of Mind
If you wish to exchange an item because of a change of mind, size requirement, or personal preference, the exchange may be considered subject to our approval and product eligibility.
Return shipping charges for change-of-mind exchanges will be borne by the customer.
Change-of-mind returns for a refund are not accepted.
How to Request a Return or Exchange
For any return or exchange request, please contact the Craftindo customer support team within 24 hours of receiving your order.
Please provide:
- Order number
- Customer name and contact details
- Reason for the return or exchange
- Clear photographs of the product and packaging, wherever applicable
Our customer support team may request additional information or photographs to assess the issue.
If the return is approved, the product must be shipped back in its original condition to the return address provided by Craftindo.
Exchange Terms
In case an exchange is approved:
- The replacement product must be of the same value or higher value than the originally purchased product.
- If the replacement product has a higher price, the customer will need to pay the difference before the exchange is processed.
- If the replacement product is priced lower than the original product, the difference will not be refunded.
- Exchange is subject to product availability.
- Craftindo cannot guarantee the availability of a particular product, size, colour, design, or variant requested for exchange.
Refund for Quality Defect or Wrong Product
If a product is confirmed to have a genuine quality/manufacturing defect or if the wrong product was delivered, and a refund is approved, the refund will generally be initiated within 7–10 working days after the returned product is received and inspected at our warehouse.
The actual time taken for the amount to reflect in the customer’s account may depend on the payment method and banking/payment service provider.
Return & Exchange Conditions
A product will be eligible for return or exchange only if it meets the following conditions:
- The product must be unused and in its original condition.
- The product must not be damaged, altered, washed, repaired, or tampered with by the customer.
- Original packaging, labels, tags, and other accompanying materials should be intact wherever applicable.
- Products with altered, damaged, or illegible serial numbers, labels, or identification marks may not be accepted.
- Products returned without prior approval from Craftindo may not be accepted.
- Our team will inspect the returned product before approving a refund or exchange.
- Customers are requested to cooperate with our support team during the verification and return process.
Cancellation Policy
Orders can be cancelled within 24 hours of placing the order, provided the order has not already entered the production or dispatch process.
Customers wishing to cancel an order should contact Craftindo customer support as soon as possible and provide their order details.
For approved cancellations, the refund will generally be processed to the original payment method within 2–3 working days after the cancellation request is approved.
Once an order has entered production, been customized, or been dispatched, cancellation may not be possible.
Custom Orders
Custom-made products are produced specifically according to the customer’s requirements, including customized dimensions, colours, designs, materials, or other specifications.
Once production has started, custom orders cannot be cancelled, returned, exchanged, or refunded, except where required by applicable law or in the event of a confirmed manufacturing defect.
Personalized / Monogrammed Products
Products that are personalized, monogrammed, customized, or made specifically according to customer instructions are treated as custom orders.
Such products are non-cancellable, non-returnable, and non-refundable once production has started, except where required by applicable law or in the event of a confirmed manufacturing defect.
Sale & Clearance Products
Products purchased under sale, clearance, promotional, or final-sale offers are generally non-returnable and non-refundable unless otherwise specifically mentioned on the product page.
Please check the product details carefully before placing an order.
Important: Change-of-Mind Policy
Craftindo does not offer returns or refunds simply because a customer has changed their mind or no longer wishes to keep the product.
Where eligible, a change-of-mind request may be considered for exchange only, subject to product condition, availability, and the applicable exchange terms.
Product Information & Listing Errors
Craftindo makes every effort to ensure that product prices, descriptions, dimensions, colours, photographs, and other product information displayed on the website are accurate.
However, there may occasionally be technical, typographical, pricing, description, or image-related errors.
Craftindo reserves the right to correct such errors, restrict or cancel orders affected by such errors, and provide the appropriate resolution to the customer.
Certain products may have specific return, exchange, or refund conditions. Any such special conditions will be mentioned on the respective product page.
Contact Us
For return, exchange, or cancellation-related queries, please contact Craftindo Customer Support through the contact details provided on our website.
Please keep your order number and relevant product photographs ready to help us resolve your request as quickly as possible.