Return & Refund Policy

Last Updated: July 13, 2026

We stand behind every product we make. If something isn't right, we'll make it right. Please read the policy below before starting a return — it only takes a minute and will make the process much smoother.

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Return Window

You may request a return within 14 calendar days of delivery (based on the carrier's delivery confirmation date). This applies to all products, including Craftphilia Fully Automated Tufting Machines, accessories, and DIY kits.

To start a return, email support@craftphilia.com with your order number and the reason for the return. Our team will issue a Return Merchandise Authorization (RMA) and the return address of our U.S. warehouse. Returns sent without an RMA cannot be accepted or refunded.

Returns for Non-Quality Reasons (Change of Mind)

If you wish to return a product for reasons not related to a defect (e.g., you changed your mind or ordered the wrong item), the following conditions apply:

• The product must be unused, in its original packaging, with all accessories, cables, manuals, and parts included.
• Tufting machines that have been used or operated cannot be returned for non-quality reasons.
• Consumables and materials (yarn, tufting cloth, backing fabric, etc.) cannot be returned once the packaging has been opened.
• A 20% restocking fee will be deducted from your refund.
• Return shipping costs are paid by you directly to the carrier of your choice. No additional shipping charges will be deducted from your refund beyond the restocking fee.

We recommend using a trackable, insured shipping service — we cannot issue refunds for returns that are lost or damaged on their way back to us.

Returns for Quality Issues

If your product arrives defective, damaged, or not as described:

• Contact us at support@craftphilia.com within the return window with your order number, a description of the issue, and photos or video.
• Once confirmed, we will cover the full cost of return shipping by providing a prepaid return label.
• After the returned item is received and inspected at our warehouse, we will issue a full refund — no restocking fee, no deductions.
• Quality issues discovered after the 14-day return window are covered under our Warranty Policy.

If your order arrived visibly damaged in transit, please see our Shipping Policy and report it within 48 hours of delivery for the fastest resolution.

Non-Returnable Items

• Tufting machines that have been used or operated (for non-quality returns)
• Consumables and materials with opened packaging (yarn, tufting cloth, glue, etc.)
• Items marked as final sale
• Gift cards

Exchanges

We do not offer direct exchanges at this time. If you would like a different product or model, please return your original order following this policy and place a new order for the item you want.

Order Cancellations

Need to cancel? Contact us at support@craftphilia.com as soon as possible. If your order has not yet shipped, we will cancel it and issue a full refund. If it has already shipped, it will be handled as a return under this policy.

Refund Processing

Once your return is received and inspected (typically within 3 business days of arrival at our warehouse), we will notify you by email and issue your refund to the original payment method within 3–7 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.

Contact Us

Email: support@craftphilia.com Craftphilia Limited Unit 205, Unit C, 2/F, Mong Kok, Kowloon, Hong Kong SAR