Refund policy
Return and Refund Policy
We want you to be completely satisfied with your purchase. If for any reason you need to return an item, please follow the guidelines outlined below:
Return
We accept returns within 14 days from the date of delivery, provided the item is unused, undamaged, and in its original packaging. We do not accept returns of personalized items or customized orders because they made just for you from scratch.
Personalized/Customized item - is any item that was personalized with your name/date or was customized upon your request.
Eligibility
To be eligible for a return, your item must:
Be in the same condition that you received it.
Be unworn or unused.
Have tags attached.
Be in its original packaging.
Include the receipt or proof of purchase (optional).
Initiating a Return
To start a return, please contact us at support@customcraftua.com. If your return is accepted, we will provide you with an address for return and detailed instructions on how to return your package. Please ensure that you request a return before sending your item back; returns sent without prior authorization will not be accepted. Customers are responsible for the return shipping costs unless the return is due to our error or a defective product.
Damages and Issues
Inspect your order upon receipt. If you find that your item is defective, damaged, or incorrect, please contact us immediately so we can address the issue and resolve it promptly.
Recheck your package while receiving because if you will see package damage you can file a claim with postal service at that moment. This procedure can help to find out where package was damaged and claim will be legal form that helps ask for a refund if needed.
Exceptions and Non-Returnable Items
Please note that certain items are not eligible for return, including:
Custom products (e.g., special orders or personalized items)
Sale items
Gift cards
If you have questions about whether your item is eligible for return, please reach out to us for clarification.
Exchanges
To exchange an item, please return the original item following the return process outlined above. Once your return is accepted, you can make a new purchase for the desired item.
European Union 14-Day Cooling Off Period
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As with other returns, your item must be in the same condition you received it, unused, and in its original packaging. The receipt or proof of purchase is also required.
Refunds:
Once we receive the returned item and verify its condition, we will process your refund.
Refunds will be issued to the original payment method used for the purchase.
Please note that the original shipping charges (if applicable) are non-refundable, except in cases where the return is due to our error or a defective product.
Refunds may take up to 10 days to reflect in your account, depending on your bank or payment provider.
Personalized/Customized item - is any item that was personalized with your name/date or was customized upon your request.
Non-personalized item - is any item that wasn't personalized with your name/date or was customized upon your request.
How to return a non-personalized item:
1. Inform about the intention to return the paid product;
2. Report the declaration number of the sent parcel and the bank card number for the refund;
3. After receiving the product within 10 working days, we will return your money or another product
4. All services of carriers or funds transfer commissions are paid for by the client.
Procedure for returning goods of inadequate quality:
1. Inform about the intention to return the paid product;
2. Report the declaration number of the sent parcel and the bank card number for the refund;
3. After receiving the goods within 10 working days, we will return your money or other goods
4. All services of carriers or money transfer commissions are paid for by us.
Refunds are made after receiving the goods.
Refunds are made to your account, depending on your bank or payment provider.
Refunds are made within 10 days of receipt of the parcel by the seller.
Please note that this return and refund policy is subject to change without prior notice. We encourage you to review the policy periodically to stay informed about any updates.
For any additional questions or concerns about returns, please feel free to reach out to us at support@customcraftua.com.
Thank you for shopping with us!