RETURNS and REFUNDS POLICY
Last Updated: 28 March,2025
At Crafmasters, we want to ensure you’re completely satisfied with your purchase. If you're not, we have a clear and straightforward return and refund policy in place to help make the process as easy as possible.
Scope and Intent
This Return and Refund Policy applies to all purchases made through the Crafmasters website.
1. Return Window
Customers in the United Kingdom can cancel their purchase and return the product within 90 days of receipt without providing any reason.
Do you accept exchanges?
No, we do not accept exchanges. If you'd like to return an item, please refer to our Return & Refund Policy for detailed instructions on how to process a return.
2. Return Instructions
Return Notification:
To initiate a return, contact our customer service at sales@craftmasters.co.uk with your order number and a reason for the return.
Return Authorization:
After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.
Packaging and Shipping:
Safely pack the item in the original packaging with all labels and tags still attached.
Include the return authorization form and any necessary supporting documents or images.
3. Return Costs
For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
Change of Mind:
The actual cost of return delivery will be charged to the customer. This applies when the customer purchased the wrong product, the item does not fit, or they no longer want the item.
4. Specific Return and Refund Conditions
Returns Due to Change of Mind:
If you change your mind after purchase, you can return the product within 90 days, provided it is unused, undamaged, and in the original packaging.
Defective Goods:
If you receive a defective product, contact our customer service immediately for instructions. Crafmasters will cover the return shipping costs and provide a replacement product or a full refund.
Damaged Goods:
If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
Incorrect Product Received:
If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
Product Never Arrived:
If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
Cancellation After Order:
You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Refund Not Received Within the Timeframe:
If you haven’t received your refund within the time period mentioned, let us know at sales@craftmasters.co.uk.
5. Policy for Damaged or Defective Goods
Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
6. Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 14 days. Ensure it is in the original packaging.
7. Timelines
Return Window:
Returns must be reported and shipped within 90 days of receiving the product.
Return Processing:
We will process the refund within 14 business days after receiving and inspecting the returned item. You will receive a confirmation email.
Refund Conditions:
A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
Refund Period:
After the return is approved, it takes up to 14 business days to process the refund to the original payment method.
Refund Methods:
Refunds are made to the original payment method used at the time of purchase.
8. Exceptions to the Return Policy
The following products cannot be returned:
Custom or personalized items
9. Shipping Method
All returns should be sent via DHL + Track & Trace to ensure secure and reliable tracking.
10. Legal Rights
This policy does not affect any applicable legal rights you may have under UK consumer protection law.
11. Questions?
If you have any further questions about our return and refund process, visit our FAQs page or contact our customer service at sales@craftmasters.co.uk.
CONTACT US
Business Name: Craftmasters
Monday to Friday: 9.00am - 5.00pm GMT
Email: sales@craftmasters.co.uk
Call Us +44 7446166736
Address: 293 Lewisham High Street
London, SE13 6NL
Response Hours: Our customer service team typically responds within 48 hours from Monday to Friday