Refund & Return Policy

Effective Date: February 16, 2026 Website: www.craftory.lk

1. Introduction

Craftory.lk is a multi-vendor venue where independent artisans ("Vendors") sell their unique creations directly to you.

  • Important: As a venue, Craftory.lk does not manufacture, store, or ship the items. The contract of sale is strictly between the Buyer and the Vendor.
  • Payment Handling: Craftory.lk does not hold transaction funds. Payments are made directly to the Vendor via Cash on Delivery (COD), Bank Transfer, or their personal payment gateway. Therefore, all refund requests must be directed to the Vendor.

2. Standard Returns Policy

While each Vendor may have their own specific shop policies, Craftory.lk enforces a baseline standard for valid return claims. You may generally request a return or exchange under the following conditions:

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

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 to the Vendor within 48 hours of delivery. Requests made after this window may be declined by the Vendor.

4. How to Request a Refund

Since payments are made directly to the Vendor, Craftory.lk cannot process refunds on your behalf. You must follow this process:

  1. Contact the Vendor: Go to your Order History or the Vendor’s Shop Page and use the "Contact Seller" button.
  2. Submit Evidence: Send the Vendor clear photos or videos of the item and the packaging/courier label.
  3. Resolution: The Vendor is responsible for arranging the return or issuing a replacement/refund according to their shop policy.

5. Dispute Resolution & Mediation (Our Safety Guarantee)

While we do not hold the funds, Craftory.lk stands behind the quality of our marketplace. If a Vendor refuses to resolve a valid claim regarding a damaged or incorrect item:

  1. Escalate to Craftory: Contact our Support Team with your Order ID and proof of the Vendor's refusal.
  2. Investigation: We will review the evidence impartially.
  3. Enforcement: If the Vendor is found to be in violation of our standards, Craftory.lk may:
    • Suspend or Ban the Vendor's account.
    • Report the Vendor to relevant authorities using their verified KYC data (NIC/Address).
    • Assist you in filing a consumer complaint.

6. Non-Refundable Items

Unless explicitly stated otherwise by the Vendor, the following items are generally non-refundable:

  • Change of Mind: Items returned simply because you no longer want them.
  • Custom-made / Personalized Orders: Unless they arrived damaged.
  • Perishable Goods: (e.g., food items).

7. Contact Us (For Mediation Only)

If you are unable to reach the Vendor or need assistance with a dispute:

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