Refund Policy

Definitions

For the purposes of this Refund Policy:

Account means a unique account created for You to access our Service or parts of our Service.
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Craftory, accessible from craftory.art.
Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
Country refers to: Sri Lanka.
Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
Personal Data is any information that relates to an identified or identifiable individual.
Service refers to the Website.
Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.
Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
Website refers to https://www.craftory.art, accessible from craftory.art.
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Refund and Return Policy

At Craftory, we strive for your complete satisfaction with every handcrafted item you purchase. Due to the unique nature of our products, please review the following policy carefully.

1. Return Window

You may return standard, non-personalized items within 14 days of receiving your order. The item must be unused, in its original condition, and in the original packaging. Personalized, custom-made, or commissioned items are not eligible for return or refund unless there is a defect or error on our part.

2. Return Process

To initiate a return, please contact us at [email protected] with your order number and details of the item(s) you wish to return. We will provide you with instructions and the return address.

3. Product Condition

Returned items must be in their original, unused condition, with all original packaging and tags intact. We reserve the right to refuse returns that do not meet these conditions.

4. Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to our error (such as a damaged or incorrect item).

5. Refund Method

Once we receive and inspect your returned item, we will process your refund within 14 days. Refunds will be issued to the original payment method used for the purchase.

6. Non-Returnable Items

Custom-made, personalized, or commissioned items cannot be returned or refunded unless there is a defect or error on our part.
Items damaged by the customer or not returned in their original condition are not eligible for a refund.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately with photos of the issue. We will arrange for a replacement or refund at no additional cost to you.

8. Cancellations

You may cancel your order if it has not yet been dispatched. Once dispatched, standard return policies apply.

Contact Us

For any questions regarding our refund policy or to initiate a return, please contact us at [email protected].

This policy is subject to change. Please review it regularly for updates.

Last updated at 06/05/2025