Refund policy

Refund policy

We hope you're delighted with your order. We understand that sometimes you would like a refund. As long as an item fits the requirements in this policy, we accept the return and give a refund in US dollars.

Craftphilia is dedicated to making our efforts to provide our customers best after-sale service.

If any quality issues, please feel free to contact us to get professional and timely help and instructions.

1. How to Return

Depending on the order status, the return process varies. Please follow the instructions below to return the order.

Order Placed
Order Delivered
  • Please send an email to support@craftphilia.com
  • At this point, we will try to cancel your order and give you a refund.
  • Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
  • Please send an email to support@craftphilia.com. We will help you with your return process as soon as possible. 
  • The product must fit the Conditions of Return below. You will need to pay a service fee and the shipping cost.

 

2. Conditions of Return

If the order is already delivered, a return must be made within 30 days from the date of delivery. You will need to provide the original receipt and pay a service fee for the refund.


Package Status
Product Category
Service fee*
Unopened
Machine
10%
Unopened
Accessory
15%
Opened, Unused
Machine
15%
Opened, Unused
Accessory
20%
Opened, Used
Machine
30%
Opened, Used
Accessory
20%

  • All products, packages, and materials must be intact.
  • If it's a machine, it must have used less than 50 times.
  • Opened and used yarn cannot be returned.

*Note: The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs. Exchanging a product after delivery is not allowed.


3. How Long Does it Take

  • In order to process your return in a timely manner, please include the packing slip, the order number, and the customer's name in the package.
  • If you return the order on your own, please contact customer support and provide the tracking number so we can track the shipping progress.
  • After we receive the returned product, it usually takes 3-5 business days for us to process the refund.
  • We will examine the condition of the product and, once approved, send you a confirmation email. The bank will then handle the rest of the refund process.
  • If you don't receive the refund for a long time after the confirmation email, please check with your bank.


4. Disclaimers

  • Only approved returns requests are accepted.
  • Craftphilia, at its sole discretion, reserves the right to refuse returns of any merchandise that does not meet the return requirements as outlined in the refund and return policy.
  • Craftphilia will only accept returns to the address provided to you in your return confirmation email.

 

5. Got Questions?

Write us an email anytime via support@craftphilia.com