Return and Refund Policy

At Craft Villa, customer satisfaction is very important to us. We carefully inspect and package our products before dispatch. However, if you receive a damaged, defective, incorrect, or significantly different product, we are here to help.

This Return & Refund Policy applies to purchases made through craftvilla.xyz.

1. When Can You Request a Return?

A return or replacement request may be accepted if:

• You received a damaged product.

• You received a defective product.

• You received a product different from what you ordered.

• The delivered product is missing an essential item or component included with the order.

• The product is materially different from its description or agreed specifications.

2. Return Request Period

Customers should contact Craft Villa within 48 hours of receiving the product if there is any issue with the order.

To help us resolve the matter quickly, please contact us as soon as you discover the problem.

3. Photo or Video Evidence

For damaged, defective, incorrect, or incomplete orders, we may request clear photographs or a short video showing:

• The product received

• The damaged or defective portion

• The packaging

• The product label or order information

This helps us verify the issue and process your request efficiently.

4. Conditions for Return

To be eligible for a return, the product should generally:

• Be unused and unwashed.

• Be in its original condition.

• Include the original packaging where applicable.

• Include any accessories or items supplied with the product.

Products that have been used, washed, altered, damaged after delivery, or improperly handled may not be eligible for return or replacement.

5. Handmade Product Variations

Many Craft Villa products are handmade.

Because of the handmade nature of our products, slight variations in colour, stitching, embroidery, thread placement, texture, or pattern may occur.

Such minor variations are considered a natural characteristic of handmade products and will not normally qualify as a defect or reason for return.

6. Change of Mind

We generally do not accept returns simply because a customer has changed their mind, selected the wrong product, or no longer wants the product, particularly where the product has been specially prepared or customized for the customer.

However, Craft Villa may consider an exception at its discretion if the product is unused and meets our return conditions.

7. Customized Products

Customized or specially made products may not be eligible for return or exchange due to change of mind, unless the product is damaged, defective, incorrect, or materially different from the agreed specifications.

8. Replacement

Where a valid claim is accepted, Craft Villa may offer:

• A replacement with the same or equivalent product; or

• Another appropriate resolution agreed with the customer.

Replacement is subject to product availability.

9. Refunds

If a replacement is not possible or appropriate, Craft Villa may provide a refund for an eligible claim.

Refunds will generally be made through the original payment method or another mutually agreed payment method, subject to the applicable payment provider’s processing time.

The refund amount may depend on the nature of the issue and the applicable terms of the order.

10. Return Shipping Charges

If the return is due to an error on the part of Craft Villa, such as receiving an incorrect, damaged, or defective product, Craft Villa will generally bear the reasonable return delivery cost.

If a return is approved for another reason, the customer may be responsible for the applicable return delivery cost.

11. Non-Returnable Situations

A return or refund may not be accepted where:

• The product has been used or washed.

• The product has been damaged after delivery due to customer handling.

• The product has been altered or modified.

• The customer fails to notify us within the applicable return period.

• The issue is only a minor variation naturally resulting from handmade production.

• The product was customized according to the customer’s specifications, unless it is defective, damaged, incorrect, or materially different from what was agreed.

12. How to Request a Return

To request a return, please contact Craft Villa and provide:

1. Your order number

2. Customer name

3. Contact mobile number

4. Reason for the return

5. Clear photographs/video of the issue, where applicable

Our team will review the request and inform you about the next steps.

13. Inspection & Approval

All return or refund requests are subject to review.

Once we receive the returned product, Craft Villa may inspect it to determine whether it meets the conditions of this policy.

Approval of a return does not automatically guarantee a refund if the returned product does not meet the applicable conditions.

14. Refund Processing Time

Once a refund has been approved, the processing time may vary depending on the payment method and financial service provider.

We will initiate the refund as soon as reasonably practicable after approval.

15. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible before the order is dispatched.

Once an order has been handed over to the courier, cancellation may no longer be possible.

16. Contact Us

If you have any questions regarding returns, replacements, or refunds, please contact Craft Villa through the contact information provided on our website.

Craft Villa
Website: craftvilla.xyz

We value your trust and are committed to providing you with quality handmade products and a pleasant shopping experience.