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General Terms of Use

We reserve the right to change this privacy policy at any time. However, if any changes do occur, we will publish the changes to our web site and post a notice on the home page that a new privacy policy has been implemented. We will also take reasonable steps to contact you personally to let you know of the new changes. Should the company be bought or sold to someone else, we will take reasonable steps to notify you personally. You will then be given the option to keep your account open or to terminate.

General Terms of Use

When you sign up for a “Craftscape” account you are indicating that you agree to the terms and conditions we've published. You are responsible for reading these terms in detail.

Here are some of the most important parts of our terms and policies that you should be aware of before you place orders:

  • “Craftscape” sends goods to you as such, you (or the consignee) are IMPORTING. In many countries this means you will be liable for import duties and other taxes. It's YOUR responsibility to find out about this, and YOUR responsibility to pay the taxes/charges on receipt of the items.
     
  • We can't deliver to PO boxes, APO addresses, or certain remote areas. We reserve the right to refuse, cancel, and refund any orders where we deem the address to be undeliverable.
     
  • You need a valid phone number on your account for the courier to use. 
     
  • If a product arrives broken or develops a fault, you are responsible for the costs of returning it for repair / compensation.
     
  • “Craftscape” doesn't accept returns of products which are not faulty.
     
  • We strongly recommend you order samples before proceeding with large wholesale orders. As such we may not offer you detailed quantity price breaks until you have successfully placed sample orders.
     
  • If you pay for an order and cancel it, or we are offering compensation for a failed delivery, we reserve the right to offer "credit against future orders" instead of a cash refund. 
     
  • All new customers paying by credit card / debit card / Paypal are subject to a risk assessment inspection. This can lead to a delay of your first order while we request ID verification from you. This is common practice for any merchant protecting against fraud and your documents submitted will be strictly protected under our privacy policy and, per our data protection policy, not retained beyond the time of the check.

 

Order Cancellation:

Here is the status list where you can cancel an order

Status of your order

Can I cancel?

Checking/Processing your order

Yes

Payment Issue

Yes

Pending Cancellation

No

Order is sent out

No

Order delivered

No

 

When is it too late to cancel a paid order?

Orders that have been dispatched with a tracking number cannot be cancelled/ reimbursed. If you can see "Order is Sent Out", and "Pending cancelation"  in your account, it is impossible to cancel your order.

In what cases may Craftscape charge a restocking fee?

Below are the cases where Craftscape may charge a restocking fee:

  • If an apparently bona fide order has been placed, and has entered processing in our warehouse, Craftscape does reserve the right to charge a restocking fee up to 30% of the value of the goods, at our discretion.

  • If a customer cancels several processing orders all at the same time 

  • If the order is above 1000USD. 

  • If the customer already cancelled several orders within the same month. 

  • Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond Craftscape's control, and where as a result Craftscape incurs return shipping charges and other import duties and taxes, as well as further domestic shipping expenses.  

How does Craftscape offer refunds to customers for cancelled orders?

The following general conditions apply to refunds made by Craftscape:

  • Refunds will be made in the form of credit extended by Craftscape against future orders. 
  • Paypal refunds are exceptional and at our discretion.
  • Direct Credit Card refund is exceptional and at our discretion.
  • Orders originally paid by bank transfer are not refundable by bank transfer at this time. Refunds will be made by crediting your Craftscape account for your next purchase.  

How does Craftscape deal with returns?

In case you want to return your product because of damaged of defectiveness please mail us at sales@craftscape.com or care@craftscape.com along with the Order ID number mentioned outside of the box and we will make your return easy and hassle free. Please make sure that item returned within 20 days of purchase.

Once we receive the return, we will credit your account and notify you by email that a return has been made.

As all shipments are insured by us, we may not require a return if the item is broken or defective. Read below for the policies on different types of returns. But in some cases We may require the item to be returned, or a photo of the damage. The process may take up to 3-6 business days.

Retturn policy for un-damaged or un-broken item.

In some cases customer like to return the products which are neither broken nor defective in this case please contact us at sales@craftscape.com or care@craftscape.com along with the Order ID number mentioned outside of the box and we will make your return easy and hassle free.

Returns for non-defective, non-broken items must be made within 20 days. There will be a 20% re-stocking fee on all non-defective/non-broken items. Shipping will not be refunded on non-defective/non-broken returns.

Returns cannot be accepted after 20 days. There are no returns on catalogs or imprinted items.

Merchandise must be returned in it's original inner packing and must be in resaleable condition. Merchandise, merchandise packaging, and inner packing must bear no markings or be otherwise defaced or damaged. No credit will be given for items that do not meet these requirements.

If item is failed to be delivered, or the wrong address is given at the time the order is placed and the order cannot delivered, the 20% restocking fee will automatically apply and shipping charges will not be refunded, plus the return shipping charges will be deducted from the credit you receive.

Shipping & Delivery:

Craftscape Delivery Guarantee:

We guarantee your products will arrive safely in your destination country.

In the unlikely event your package is lost, we will re-send the goods or give you a full refund.

Delivery Failure Scenarios:

  • The package is lost, broken, or stolen before it reaches you.
    Craftscape will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation. 
  • An Air Mail package has not arrived after a long time.
    Craftscape will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region.
  • A shipment is delayed, turned back, or seized by Customs.
    If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mis-handling by Craftscape, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case
  • Items in the packet arrive in a damaged condition.
    A customer’s order arrived with product/s in damaged condition. 

    In such a scenario, you must, first, raise the issue immediately with the courier or delivery company. Then, open a ticket with Craftscape and provide the requisite photos.(Guidelines for photos: First, take photos of all 6 sides of the box that contains the product (inner casing). Then, take photos of all 6 sides of the brown cardboard shipping box (outer casing). For the product itself, please provide enough photos that will accurately show, first, the whole product and then a close-up of the damaged area.) The photos will then be used for remodeling the broken process to find out the cause of the damage. And also the customer needs to keep the original packing case for courier's investigation purposes. 

    Provided you follow the correct reporting process, your case can be dealt with expeditiously if the incident report is received by Craftscape within 3 working days from your receipt of the damaged article/s. Once Craftscape receives the ticket with the details and photos clearly evidencing the damage, and confirms the products were indeed damaged during transit, a credit worth the product value of the damaged item will be made in your Craftscape account or a replacement part or accessory, if applicable, will be sent to you at our discretion. 

General Delivery Failure Cases Where You Accept Liability

You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

If the delivery fails because:

  • you were not at home or the courier could not contact you
  • the delivery details were wrong
  • the recipient fails to accept the goods
  • the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
  • the courier cannot deliver to a remote area or invalid address
  • delivery fails due to war, disaster, etc
  • other similar scenarios beyond our control

... [in such cases] you agree that Craftscape will not accept liability and no compensation is available.

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