Returns, Cancellations & Refunds

CraftDelhi is a marketplace for products supplied by independent sellers. We want customers to receive what was ordered and give sellers a fair opportunity to review genuine problems. This policy applies unless a product listing offers more favourable terms or applicable law requires a different remedy.

1. Eligible problems

• The item arrived damaged, materially defective, or unusable.
• The seller sent a different product, quantity, size, colour, or customisation from the confirmed order.
• A material part of the order is missing.
• The order is confirmed lost by the delivery provider.
• The seller accepts a cancellation before production or dispatch.

2. Normally non-returnable

• Personalised, made-to-order, engraved, printed, or custom-sized products after production has started, unless defective or incorrect.
• Change of mind, accidental orders, or incorrect information supplied by the buyer.
• Minor variations in colour, texture, shape, or finish that are normal for handmade work or caused by screen settings.
• Products used, altered, washed, damaged after delivery, or returned without original parts and packaging.
• Delays alone, where the order remains in transit, unless cancellation or another remedy is required by law.

3. Report a problem

1. Contact CraftDelhi within 4 calendar days of recorded delivery.
2. Provide the order number, affected item, and a clear description.
3. Attach photographs of the product, outer packaging, shipping label, and damage or discrepancy.
4. Where reasonably possible, include a continuous package-opening video. Lack of a video does not automatically remove rights available under applicable law, but it may limit our ability to verify transit damage.
5. Keep the item and packaging until the request is resolved; do not return anything without instructions.

4. Review and resolution

CraftDelhi and the seller may request additional information. Depending on the circumstances, the resolution may be replacement, repair, missing-part shipment, partial refund, full refund, or rejection with reasons. A return may require successful pickup and inspection before refund approval.

5. Cancellations

Submit cancellation requests as soon as possible. A standard product may be cancellable before dispatch. A personalised or made-to-order product may become non-cancellable once materials are committed or production starts. If the seller cannot fulfil an accepted order, the customer is entitled to an appropriate cancellation and refund.

6. Refund timing

Approved refunds are initiated to the original payment method. CraftDelhi aims to initiate them within 10–14 business days after approval or required inspection. Banks and payment providers may take additional time to post the credit. Shipping or handling charges are refunded when the entire order failed because of seller error, damage, or loss, subject to the approved resolution.

7. Contact

Email info@craftdelhi.com with your order number and supporting evidence.