As Crafit continues to grow and attract more users, we recognize the need to enhance and improve our customer service in many aspects. This has made Crafit more committed to providing high-quality after-sales service and superior products to meet the actual needs of our wide consumer base.
1. Returns
14-Day Return Policy: (Only applicable for products with serious quality issues)
1.1 We have a 14-day return policy, which means you have 14 days from the date of receiving the product to request a return. If you do not contact Crafit customer service within 14 days of receiving the product, it will be assumed that the product is in good condition, and the return request will not be processed.
1.2 To be eligible for a return, the product must be in the same condition as when you received it: unopened, unused, and in its original packaging. We strongly recommend keeping the original packaging for 14 days after receiving the product.
1.3 Proof of purchase from an authorized channel is required.
1.4 Before initiating a return, please contact us at support@crafit.com and provide your reason for the return along with any images or videos that may be necessary to demonstrate the product's quality issues.
1.5 If your return is accepted, we will provide you with return shipping instructions, including how and where to return the package. Items returned to us without prior return authorization will not be accepted.
For any return-related issues, feel free to contact us at support@crafit.com.
Return Shipping Cost:
In the following cases, the buyer is responsible for the shipping cost:
1.1 Returns for any reason other than confirmed defects.
1.2 Buyer-initiated returns (including buyer refusal, inability to pay customs clearance fees resulting in package return, and returns without valid reasons).
1.3 Returns of incorrect items or items unrelated to the Crafit brand.
1.4 Returns claiming defects of not functioning well, but upon Crafit's quality control inspection, the items are found to be able to work normally in reality.
1.5 Returns of defective items during international shipping.
1.6 Costs related to unauthorized returns (returns conducted outside the approved warranty process).
1.7 The customer is responsible for covering the return shipping costs incurred due to the above-mentioned reasons, based on local freight agent fees.
How to Seek After-Sales Service:
If you have purchased a product through our official channels and encounter quality issues within the warranty period, please provide the following information and contact us at support@crafit.com:
1.1 Purchase platform, such as crafit.com, Amazon, Walmart, Wayfair, etc. (If purchased through other channels like Amazon, please indicate the seller's name in the order).
1.2 Order number/ID/date.
1.3 Email and delivery address you use when placing the order.
1.4 Images/short videos showing the issue and a brief description of the problem.
Upon receiving your feedback, we will handle it promptly and provide the optimal solution within 3-7 business days.
Contact: support@crafit.com
Note: Please contact us and obtain written approval before returning any items. Unauthorized returns will not be eligible for a refund.
How to Complete a Return:
To complete your return, we require a receipt or proof of purchase. Please do not return any items to our warehouse without contacting us for approval.
1.1 If a serious quality issue prevents you from using the product within 14 days of delivery, please email us at support@crafit.com with your order number and delivery date.
1.2 Take a video/photo of the packaging and items. (Please use the original packaging)
1.3 Once we accept your return request, we will provide you with the correct return address.
1.4 Upon receiving the item, we will inspect it and process the refund. It may take 7-15 business days to fully process your return and issue the refund. You will be notified once the refund is issued.
Note: Please contact us at support@crafit.com and obtain written approval before returning any items. Unauthorized returns will not be eligible for a refund.
2. Exchanges
2.1 You can exchange the purchased product within 14 days of receiving it. To initiate an exchange, please contact our customer service. Please refer to the return-related requirements for specific details.
2.2 If the value of the exchanged product is the same as the original product, no additional payment is required.
If the value of the exchanged product is higher than the original product, you will only need to pay the price difference.
If the value of the exchanged product is lower than the original product, no payment is required, and you will receive a refund for the price difference.
2.3 Please note that if you initiate an exchange for personal reasons (non-quality-related), you will be responsible for the return and exchange shipping fees.
2.4 For returning or exchanging products that have no prior damage or warranty issues, a return fee of 25%-35% of the product's value will be charged. Furniture products have high shipping costs, and we appreciate your understanding.
3. Exceptions/Non-returnable Items
The following circumstances are not eligible for returns, exchanges, or refunds:
3.1 Products purchased from unofficial authorized channels, gifts, free products, and special-priced products are not eligible for warranty services.
3.2 Orders that have exceeded the valid service period.
3.3 Malfunctions or damages caused by repairs from non-Crafit authorized repair centers.
3.4 Inability to provide valid purchase receipts or unauthorized alterations to the content of valid receipts.
3.5 Products that have been improperly stored, assembled, used, abused, used incorrectly, modified, or cleaned with improper cleaning methods or agents.
3.6 Normal wear and tear, scratches, scrapes, or damages caused by impact or accidents are not covered.
3.7 Products placed outdoors or in humid environments (such as bathrooms) are not covered.
3.8 Indirect or consequential damages are not covered.
3.9 Product malfunctions caused by force majeure events (such as earthquakes, fires, floods).
3.10 Failures or damages caused by reasons other than product design, technology, manufacturing, or quality issues.
4. About Refunds
4.1 Upon receiving the returned product, we will inspect for any damages, contamination, wear, or missing parts. If any of these conditions are found, the value of the returned product will be assessed, and the compensation will be deducted accordingly.
4.2 Refunds will be processed once the returned goods pass the warehouse inspection or when product quality issues are confirmed. We will refund you using the same payment method you used for the initial purchase.
4.3 If your refund request is approved, it will be processed within an estimated 7-15 business days and returned to your original payment account. If you haven't received the refund after 15 business days, please contact our customer service team. (Contact us via email: support@crafit.com)
5. Kind Reminders
5.1 Please note that our pricing is based on US dollars, and when you receive a refund, it may fluctuate slightly due to real-time currency exchange rates in different regions.
5.2 Please inspect your order upon delivery. If the product is defective, damaged, or incorrect, please contact us within 24 hours so that we can promptly resolve the issue and ensure your complete satisfaction.
5.3 By using our website, you acknowledge that you understand and agree to our return and refund policy and conditions.
5.4 If you have any questions regarding our return policy, please feel free to email us at support@crafit.com.
*Note: Crafit reserves the right to the final interpretation of these policies.