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Refund & Return Policy

Effective Date: December 9, 2025


1. Introduction

Craftory.lk is a multi-vendor marketplace where independent artisans ("Vendors") sell their unique creations directly to you. While each item is crafted and shipped by the Vendor, Craftory.lk ensures a safe and trusted shopping experience by enforcing this standardized Refund Policy across all shops on our platform.


2. Eligibility for Refunds

To protect both our Buyers and our Vendor community, we accept refund or return requests only under the following conditions:

  1. Damaged Items: The product arrived broken, damaged, or leaked during delivery.
  2. Incorrect Product: You received an item different from what was listed (e.g., wrong size, color, or model).
  3. Defective Product: The item has a material manufacturing defect that renders it unusable.
  4. Not as Described: The item received significantly differs from the Vendor's product description or photos.


Important Note on Handcrafted Goods: Most items on Craftory are handmade. Slight variations in texture, color, and size are natural characteristics of artisanal work and are not considered defects.


3. Reporting Window

You must report any issue with your order within 48 hours of delivery. Requests made after this window may be declined, as funds are typically released to the Vendor shortly after successful delivery.


4. How to Request a Refund

Since we hold the payment securely until the order is complete, please contact Craftory Support directly, not the Vendor. We will mediate the process.

  1. Document the Issue: Take clear photos or videos of the item and the packaging.
  2. Contact Support: Email [email protected] or call/WhatsApp +94 70 519 6446 with your Order ID.
  3. Platform Review: Craftory.lk will review your evidence. We may consult with the Vendor to verify shipment details.


5. Dispute Resolution & Mediation

In a decentralized marketplace, disputes can happen.

  1. If the claim is valid: Craftory.lk will authorize the refund immediately. We protect our buyers.
  2. Return of Goods: If the item must be returned, the Vendor is responsible for arranging the return or covering the return shipping cost for damaged/incorrect items.
  3. Vendor Disagreement: If a Vendor disputes a claim, Craftory.lk acts as the final arbitrator. We will review the evidence impartially and make a final decision based on our Vendor Guidelines.


6. Refund Processing

Approved refunds will be processed back to your original payment method (PayHere) or via Bank Transfer within 5-7 business days.

7. Non-Refundable Items

  1. Change of mind (unless the specific Vendor has their own "Change of Mind" policy stated in their shop description).
  2. Custom-made or personalized orders (unless damaged).
  3. Perishable goods.


8. Contact Us

For all refund-related inquiries:

  1. Email: [email protected]
  2. Hotline: +94 70 519 6446
  3. Address: No 189, Bogahawella Road, Karapitiya, Galle, Sri Lanka.