Refund policy
CraftDiy Customized Product Refund and Payment Special Terms
Effective Date: August 1, 2025
Scope of Application: These Terms apply to all customized products (including but not limited to products manufactured according to customer specifications, engraving/embroidery, customized sizes/colors, or based on factory samples) ordered on the CraftDiy cross-border e-commerce platform (hereinafter referred to as “the Platform”).
1. Definitions
• Customized Product: A product manufactured in accordance with the buyer’s specific requirements (specifications, size, color, text, pattern, or other additional services) that, once produced, cannot normally be returned or exchanged through the standard return process.
• Order Confirmation Date: The date on which the buyer completes payment and confirms all customization requirements and proofs/samples (where applicable).
• Proof/Sample: A physical sample or digital proof provided by the Platform or supplier to confirm design, size, or color.
• Deposit: A prepayment (full amount) required to initiate production, which may or may not be refundable according to the order or campaign rules.
2. Pre-Order Requirements
1. Order as Confirmation: Placing and paying for an order on the CraftDiy Platform constitutes confirmation of all customization details (including but not limited to text, font, color, size, material, logo, engraving content, etc.). The Platform may retain the final confirmation record from the buyer’s order page as evidence for both parties.
2. Proof Recommendation: For high-value or complex customizations, buyers are strongly advised to purchase a small trial order for proof confirmation (physical sample or digital proof). If the buyer does not request a proof, subjective differences in color, craftsmanship, or materials will not be considered grounds for return.
3. Production Timeline: The production lead time for customized products varies depending on the process and quantity. The estimated shipping time will be stated on the order page. This estimate may be extended due to logistics, raw material availability, holidays, or other factors. The Platform will notify the buyer of any delays promptly.
3. Deposit, Payment, and Cancellation
1. Deposit Policy: If a deposit is required, the amount and refundability will be clearly stated on the product page or at the time of ordering. Generally, deposits paid after production has commenced are non-refundable (unless the product has quality issues or the Platform/seller unilaterally cancels the order).
2. Buyer Cancellation:
• If the buyer requests cancellation before production begins and no alternative agreement exists in the contract or product page, the Platform may refund the payment according to the order page rules (less any payment processing fees and costs already incurred for proofing/procurement).
• If production has already started (including ordering raw materials, completing proofing and receiving buyer confirmation, or entering the production line), the Platform or supplier reserves the right to reject the cancellation request or issue only a partial refund.
3. Platform Cancellation: If the Platform needs to cancel the order due to reasons such as supply shortages, force majeure, or supplier issues, the Platform shall refund the buyer in full or negotiate alternative solutions (including delay, product modification, or refund).
4. Proofing
1. Types of Proofs: The Platform may provide digital proofs (images/PDFs) or actual physical samples. Digital proofs are for reference in color/layout only; physical samples better represent the final product.
2. Buyer Responsibility: Buyers must provide written confirmation of proofs/samples within the time limit specified by the Platform. Failure to respond within the timeframe will be deemed acceptance, and production will proceed. Any disputes arising from proof content after production begins will be the buyer’s responsibility.
3. Modifications and Additional Costs: Requests for modifications after proof confirmation may incur additional charges for labor, materials, and shipping.
5. Quality Inspection, Acceptance, and Defect Handling
1. Pre-Shipment Inspection: The Platform/supplier will perform necessary quality checks on customized products and retain inspection records.
2. Acceptance Upon Delivery: Buyers should inspect the goods promptly upon receipt. In case of obvious quality issues (not related to shipping damage), buyers must submit a written claim with evidence (photos/videos/packaging proof) within 7 days of receipt. Failure to do so will be deemed acceptance of the product.
3. Quality Standards: Industry standards and confirmed proofs/designs shall be used as the basis for quality determination. Minor variations due to material texture, reasonable color deviations, or craftsmanship characteristics are not considered quality issues.
4. Defect Remedies: If confirmed by the Platform or a designated third party as a quality issue, the Platform may provide remedies in the following priority order: reproduction, replacement, reshipment, full refund, or partial refund (deducting used materials and processing costs). The final method will depend on the type of defect and mutual agreement.
6. Returns and Refund Policy (Special Rules for Customized Products)
1. General Principle: Customized products are generally not subject to “no-reason returns” or “cooling-off periods” (i.e., returns requested because the buyer no longer needs the product, changes their mind, or is subjectively dissatisfied may be refused by the Platform).
2. Eligible Return Cases: Returns or refunds will be accepted only in the following situations:
• Verified significant quality defects in the product;
• Fraud or material misrepresentation by the Platform/seller prior to order placement;
• The Platform/seller fails to produce according to the confirmed design/proof, resulting in a material non-conformity.
3. Refund Process and Timeline: Once a refund is confirmed, the Platform will process it within 14 business days via the original payment method or another mutually agreed method. The actual time for funds to appear depends on the payment processor and bank.
4. Cost Deductions: If a refund occurs after production has started, the Platform may deduct actual incurred costs (including raw materials, labor, and reasonable depreciation of completed processes) and provide a breakdown before refunding.
7. Shipping, Customs Duties, and Cross-Border Issues
1. Shipping Liability: Damage, loss, or delays occurring during international transport shall be handled according to the agreed shipping method and carrier terms (including insurance provisions). Buyers are encouraged to choose services with full tracking and insurance, and inspect packages upon delivery, documenting with photos/videos when necessary. Claims for shipping damage must be submitted in writing to both the carrier and the Platform within 48 hours of receipt.
2. Customs Duties and Taxes: Cross-border orders may incur import duties, VAT, consumption taxes, clearance fees, and other charges. Unless otherwise stated in the order or contract, these costs are the buyer’s responsibility. Buyers should confirm relevant regulations with their local customs before placing an order and ensure accurate consignee information to avoid additional costs from clearance failures or delays.
3. Customs Documents and Compliance: For customized products involving special materials, patterns, or copyrighted content (e.g., third-party logos/images), the buyer must ensure lawful rights and compliance. Any seizure, forfeiture, or penalties resulting from non-compliance are the buyer’s responsibility.
• If the buyer refuses to pay customs duties or rejects the shipment, resulting in the goods being returned or destroyed, the Platform may deduct actual shipping, customs, clearance, and other losses before issuing a refund (if applicable).
• If clearance failure is due to the Platform or carrier, the Platform will negotiate reshipment, refund, or other remedies with the buyer.
• In cases of force majeure (e.g., war, natural disasters, government policy changes) causing delivery delays or non-performance, the Platform will not be liable for delay penalties but will assist in resolving the issue.
4. Address and Consignee Information: Buyers must provide complete and accurate shipping addresses and contact details when ordering. The buyer bears all losses resulting from delivery failures, delays, or extra costs caused by incorrect information.
8. Dispute Resolution, Funds Retention, and Risk Control
1. Evidence Preservation: The Platform will retain records of order confirmation, proofing, shipment, and inspection as dispute-handling evidence. Buyers should also keep communication and logistics records.
2. Temporary Funds Retention: In cases of disputes or high-risk orders, the Platform reserves the right to temporarily hold funds or delay withdrawals until the matter is resolved or risk control measures are lifted.
3. Chargeback Handling: If the buyer initiates a chargeback through their bank or payment provider, the Platform will submit evidence and cooperate with the investigation. If the case is determined to be the buyer’s fault or fraud, the Platform may recover associated losses.
9. Intellectual Property and Buyer-Submitted Content
1. Buyer Warranties: By submitting text, patterns, or works for customization, the buyer warrants they hold the necessary rights (including copyright, trademark, etc.). Any disputes or losses arising from third-party claims will be the buyer’s responsibility.
2. License for Use: The buyer agrees that the Platform may reasonably use, copy, or process such submitted content solely for production and quality verification purposes, without constituting a commercial license to the Platform.
10. Governing Law and Amendments
These Terms are governed by the laws of the country/region in which the cross-border e-commerce platform is based. The Platform may update these Terms periodically for legal, regulatory, or operational reasons, with changes posted on the Platform and effective from the latest published version.
11. Contact Information
Customer Service Email: jiexuanzhuo68@gmail.com
Address: Room 305A, Building 3, Wanting Plaza, Xixiang Street, Bao’an District, Shenzhen, China