REFUND & RETURN POLICY
Effective Date: 22-09-2025
Website: www.craftheart.art (“Website”)
Operator: CraftHeart (“Company,” “we,” “us,” or “our”)
This Refund & Return Policy (“Policy”) sets forth the terms under which customers (“you,” “your”) may request refunds, returns, or exchanges in relation to products purchased through the Website.
1. GENERAL POLICY
1.1 - All Products offered by the Company are handmade, custom-crafted, and may exhibit minor variations in
color, size, and texture. Such variations are inherent in artisanal goods and shall not constitute defects.
1.2 - Accordingly, all sales are final, except as otherwise expressly provided in this Policy.
2. DAMAGED OR DEFECTIVE PRODUCTS
2.1 - If a Product arrives damaged or defective, you must notify the Company in writing within seven (7) calendar
days of delivery.
2.2 - Your notification must include:
a. The order number;
b. A detailed description of the alleged defect or damage; and
c. Clear photographic evidence of the Product and its packaging.
2.3 - Upon timely notification and verification, the Company may, at its sole discretion:
a. Provide a replacement of the Product;
b. Offer a repair (if feasible); or
c. Issue a partial or full refund to the original method of payment.
2.4 - The Company shall have no obligation to honor claims submitted after the seven (7) day period or claims
lacking adequate documentation.
3. RETURNS AND EXCHANGES
3.1 - Due to the bespoke nature of our Products, returns and exchanges are not accepted, except in cases of
verified defect or damage as outlined in Section 2.
3.2 - Products returned without prior written authorization from the Company will not be accepted and may be
returned to you at your expense.
4. NON-RETURNABLE ITEMS
The following items are strictly non-returnable and non-refundable:
- Custom or personalized orders;
- Products that have been used, altered, or damaged after delivery;
- Gift cards, vouchers, or downloadable/digital content.
5. SHIPPING COSTS FOR RETURNS
5.1 - In the event a return is authorized by the Company, you are responsible for all return shipping costs, unless
the return is due to the Company’s error (e.g., incorrect or defective Product).
5.2 - Shipping costs originally paid by you at the time of purchase are non-refundable.
6. REFUND PROCESSING
6.1 - Approved refunds will be processed within ten (10) business days of confirmation by the Company.
6.2 - Refunds will be issued only to the original form of payment used for the purchase. The Company is not
responsible for delays caused by your financial institution.
7. INTERNATIONAL ORDERS
7.1 - Customers placing orders from outside Canada acknowledge that international shipments may be subject
to customs duties, taxes, or import restrictions.
7.2 - Such fees are the sole responsibility of the Customer and shall not be grounds for refunds or cancellations.
8. LIMITATION OF LIABILITY
8.1 - Except as expressly provided herein, the Company disclaims any liability for damages, losses, or expenses
arising from or related to defective, delayed, or non-delivered Products.
8.2 - The Company’s total liability in respect of any claim under this Policy shall not exceed the amount paid for
the specific Product giving rise to the claim.
8.3 - Additional limitation of liability described in the terms and conditions agreement.
9. CONTACT INFORMATION
For all refund and return requests, please contact us at:
📧 Email: info.craftheart@gmail.com