RETURN & REFUND POLICY – CRAFTVITAS INDONESIA

Last Updated: [February 25, 2026]

This Return & Refund Policy forms an integral part of the Terms & Conditions of Craftvitas Indonesia (“Company”, “we”, “our”, or “us”) and applies to all purchases made through our website, direct orders, WhatsApp transactions, and approved sales channels. By placing an order, you agree to this Policy.

Due to the handmade nature of our woven bag products, return and refund eligibility is limited and subject to strict verification.

1. Scope of Policy

This Policy governs requests for:

• Returns

• Replacements

• Repairs

• Refunds

for retail, wholesale, and custom product orders.

2. Eligible Return Reasons

A return or replacement may be approved only if:

• The product has a verified manufacturing defect, or

• The item delivered is materially different from the confirmed order, or

• There was a confirmed packing or shipping error by us

Handmade characteristics — including minor size tolerance, weaving variation, texture differences, or slight color deviation — are not classified as defects and do not qualify for return.

3. Claim Submission Deadline

All claims must be submitted within 48 hours (2 × 24 hours) from the recorded delivery time.

Claims must include:

• Order name or number

• Clear photos and/or unboxing video

• Description of the issue

• Photo of outer packaging (if applicable)

Claims submitted after the deadline may be declined without further review.

Submit claims to:

WhatsApp: +62 851-2428-0271
Email: [your email]

4. Non-Returnable and Non-Refundable Items

The following are not eligible for return or refund:

• Custom or made-to-order products

• Personalized color or motif requests

• Approved custom design productions

• Wholesale / bulk orders (except major verified defects)

• Used products

• Products damaged due to misuse, improper handling, or storage

• Orders canceled after production has begun

5. Custom & Made-to-Order Production

For custom orders:

• Buyer approval of design/specification constitutes final authorization

• Orders cannot be canceled once production starts

• Deposits and production payments are non-refundable

• Production time commitments are estimates, not guarantees

6. Return Authorization Requirement

No return may be shipped without prior written approval from us.

If approved:

• Items must be unused and in original condition

• Must be securely repacked

• Must follow the return instructions we provide

• Unauthorized returns may be rejected

7. Return Shipping Responsibility

Return shipping responsibility is determined as follows:

Company Responsibility:

• Verified manufacturing defect

• Confirmed wrong item shipped

Buyer Responsibility:

• All other approved return scenarios

Shipping reimbursement, if applicable, is limited to reasonable standard shipping cost only.

8. Resolution Options

For approved claims, we may provide one of the following remedies at our discretion:

• Replacement product

• Product repair

• Partial refund

• Full refund

• Store credit

Resolution type depends on defect severity, stock availability, and order type.

9. Refund Processing

If a refund is approved:

• Refund is issued via the original payment channel when possible

• Processing time: 5–14 business days depending on provider

• Original shipping fees are non-refundable unless the error was ours

• Currency conversion differences are not reimbursable

10. Shipping Damage Claims

If shipment damage is suspected:

• Record an opening video when possible

• Photograph packaging before opening

• Report within the claim deadline

Carrier investigation outcomes are outside our direct control, but we will reasonably assist claim documentation.

11. Abuse Prevention

We reserve the right to deny claims in cases of:

• Repeated unreasonable return behavior

• False or manipulated evidence

• Product misuse

• Policy abuse or fraud indicators

12. Policy Relationship

This Return & Refund Policy must be read together with:

• Terms & Conditions

• Privacy Policy

• Shipping Terms (if published)

In case of conflict, the Terms & Conditions prevail.

13. Contact

Craftvitas Indonesia
Email: [your email]
WhatsApp: +62 851-2428-0271
Website: craftvitasindonesia.com

End of Policy.