Return & Refund Policy
Last Updated: 30/09/2026
At Craftella, we carefully pack every order and want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it.
This Return & Refund Policy explains when returns, exchanges, replacements, cancellations, and refunds may be available.
1. Eligibility for Returns
You may request a return or replacement if:
You received a damaged product.
You received a defective product.
You received an incorrect product.
The product received is significantly different from the product ordered.
Return or replacement requests must be submitted within [7 days] of delivery, unless a different period is required by applicable law.
Products must generally be unused, in their original condition, and accompanied by the original packaging and order details.
2. Damaged Products
If your product arrives damaged, please contact us within [48 hours/7 days] of delivery.
To help us investigate the issue, please provide:
Your order number
Clear photographs of the product
Photographs of the packaging
A short video, if requested
A description of the issue
We may review the submitted information before approving a replacement or refund.
If the damage occurred during delivery and the claim is approved, we may offer a replacement, refund, or another appropriate resolution.
3. Incorrect Product
If you receive a product different from the one you ordered, please contact us within [7 days] of delivery.
After verification, we may arrange a replacement or provide another appropriate remedy.
Where the incorrect product was sent due to an error on our part, Craftella will bear the applicable return/replacement shipping costs.
4. Defective Products
If a product has a manufacturing or functional defect, please contact us within [7 days] of delivery.
We may ask for photographs, videos, or other information to determine the nature of the issue.
If the defect is confirmed, we may provide:
A replacement
An exchange
A repair, where applicable
A refund
The available remedy may depend on the product and circumstances.
5. Change-of-Mind Returns
Returns due simply to a change of mind, personal preference, or ordering the wrong size/color may be accepted only where specifically stated on the product page or where required by applicable law.
Customers are responsible for reviewing product descriptions, dimensions, colors, and other relevant information before placing an order.
For eligible change-of-mind returns, the product must be unused, undamaged, and returned in its original condition and packaging.
6. Handmade Products
Many Craftella products may be handmade or individually prepared.
Because of this, slight variations in:
Color
Texture
Pattern
Shape
Size
Finish
may occur.
These minor variations are part of the nature of handmade products and may not be considered defects.
However, this does not affect your rights in relation to products that are defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection laws.
7. Customized and Personalized Products
Customized, personalized, made-to-order, or specially prepared products may not be eligible for cancellation, return, or exchange once production has started, except where the product is defective, damaged, incorrectly supplied, or where applicable law provides otherwise.
Please carefully check all customization details before confirming your order.
8. Non-Returnable Products
Where permitted by applicable law, certain products may not be eligible for return or exchange, including:
Customized or personalized products
Made-to-order products
Products that have been used or damaged after delivery
Products returned without their original packaging
Products specifically identified as non-returnable on their product page
This list does not limit any mandatory rights available to customers under applicable law.
9. How to Request a Return
To request a return, replacement, or refund, contact us at:
Email: craftella99@gmail.com
WhatsApp/Phone: +919874563210
Please provide:
Order Number: [Order Number]
Product Name: [Product Name]
Reason for Request: [Reason]
Photos/Videos: Where applicable
Our team will review your request and provide instructions if the return is approved.
Please do not send products back to us without receiving return instructions first.
10. Return Shipping
If the return is due to:
A damaged product
A defective product
An incorrect product sent by Craftella
we will generally cover the applicable return or replacement shipping cost, subject to verification and applicable law.
For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated.
11. Inspection of Returned Products
Returned products may be inspected after we receive them.
A return or refund may be rejected where the product has been:
Used
Damaged after delivery
Altered
Washed or modified
Returned without required accessories or packaging
This is subject to applicable consumer protection laws.
12. Refunds
Once an approved refund is processed, the refund will generally be issued to the original payment method, unless another method is agreed upon or required by applicable law.
Refund processing times may vary depending on the payment provider or financial institution.
Craftella is not responsible for delays caused solely by banks, payment gateways, or other third-party financial institutions.
13. Shipping Charges
Where a refund is approved because of a damaged, defective, or incorrect product supplied by Craftella, applicable shipping charges may also be refunded, subject to verification and applicable law.
For eligible change-of-mind returns, original shipping charges may not be refundable unless otherwise required by applicable law or stated on the website.
14. Partial Refunds
In certain circumstances, a partial refund may be offered where:
Only part of an order is affected.
A product has a minor issue that does not justify a full return.
Another mutually agreed resolution is appropriate.
Any such resolution will be communicated to the customer before processing.
15. Order Cancellation
Cancellation requests should be submitted as soon as possible after placing an order.
An order may be cancellable before it has been processed, customized, packed, or shipped.
Customized or personalized products may not be cancellable once production has begun, subject to applicable law.
Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return process.
16. Delivery Refusal or Failed Delivery
If an order cannot be delivered because of an incorrect address, unavailable recipient, refusal to accept delivery, or repeated failed delivery attempts, additional shipping charges may apply for re-delivery where permitted.
If the package is returned to Craftella, please contact us to discuss available options.
Refunds in such circumstances may be subject to applicable shipping, handling, or other costs, where permitted by law.
17. Exchanges
Exchanges may be available for eligible products depending on stock availability.
If the requested replacement product is unavailable, we may offer a refund or another appropriate solution.
Customized or personalized products may not be eligible for exchange unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable law.
18. Refund Processing Time
Once a refund is approved, we will initiate the refund within [X business days].
The time taken for the amount to appear in your account may depend on your bank, payment provider, or payment method.
19. Promotional and Discounted Products
Products purchased during sales, promotions, or using discount codes remain subject to this Return & Refund Policy.
Specific promotional terms may apply to certain products or offers and will be displayed where applicable.
20. Contact Us
For questions regarding returns, replacements, exchanges, cancellations, or refunds, please contact:
Craftella
Email: craftella99@gmail.com
Phone/WhatsApp: +919874563210
Address: Gopal Market, Khazanchi Road, Patna, Bihar
Please include your order number whenever contacting us about an existing order.
21. Changes to This Policy
Craftella may update this Return & Refund Policy from time to time.
Any changes will be published on this page with an updated “30/09/2026” date.
We encourage customers to review this policy before placing an order.
Thank you for shopping with Craftella. We appreciate your support and are committed to making your shopping experience simple, transparent, and enjoyable.