Refund policy
Damaged or Defective Products
We pack every order with care to ensure it reaches you safely.
If your order arrives damaged or defective, please contact us within 24 hours of delivery and share:
- Photos of the damaged product
- Photos of the outer packaging
Once verified, Craftmate will arrange a replacement or refund at no additional cost.
Wherever possible, Craftmate may offer a replacement before issuing a refund.
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Returns
You may request a return within 5 days of receiving your order.
Returns requested after delivery may be subject to a product-specific return handling fee. The applicable fee will be communicated before the return is approved.
Products Not Eligible for Return
The following products cannot be returned unless received damaged or defective:
- Watercolour Kits
- Texture Art Kits
- Fluid Art Kits
- Abstract Art Kits
- Punch Needle Cushion Cover Kits
- Punch Needle Tote Bag Kits
Sale items, clearance products, gift cards, and products purchased through special promotional offers are also not eligible for return.
Return Eligibility
To be eligible for a return:
- The product must be unused and in its original packaging.
- All components, accessories, and inserts must be included.
- The product's inner seal must be intact. Products with a broken or removed inner seal will be considered opened and are not eligible for return.
- Proof of purchase may be required.
Returns sent without prior approval will not be accepted.
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Exchanges
You may request an exchange within 5 days of delivery.
First Exchange is Free
Your first exchange request is free of charge.
If the replacement product has a higher price, the difference must be paid before dispatch.
Products Not Eligible for Exchange
The following products are not eligible for exchange:
- Watercolour Kits
- Texture Art Kits
- Fluid Art Kits
- Abstract Art Kits
- Punch Needle Cushion Cover Kits
- Punch Needle Tote Bag Kits
- Paint by Number Jumbo Kits
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Refunds
Refunds are generally issued only in the following situations:
- The product received is defective or damaged.
- A replacement or exchange item is unavailable.
- An approved return has been received and verified by Craftmate.
Approved refunds will be processed to the original payment method within 10 business days.
Shipping charges paid at the time of purchase are non-refundable. COD charges, where applicable, are also non-refundable.
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Order Cancellation
Before Shipping
Orders may be cancelled before they are packed and shipped.
After Shipping
For prepaid orders cancelled after shipment, a product-specific return handling fee may apply if:
- The order has already been shipped.
- Delivery timelines are within our normal delivery commitment.
- The cancellation is not due to an error by Craftmate.
If the delay or issue is caused by Craftmate, no cancellation or return fee will be charged.
COD Orders
Orders refused at delivery or repeatedly cancelled may result in future COD orders being restricted or declined.
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Product-Specific Terms
Product Variations
Paint colours, yarn colours, diamond resin colours, printed canvases, and other craft materials may vary slightly from digital previews, printed references, photographs, marketing images, or previous production batches. Such variations are a normal part of the manufacturing process and shall not be considered a defect or quality issue.
Missing Items
Any missing item, accessory, tool, paint, yarn, diamond resin, or kit component must be reported within 7 days of delivery. Requests received after this period may not be eligible for free replacement.
Paint & Accessory Replacements
For Paint by Number kits, dried or defective paints reported within 30 days of delivery are eligible for replacement, subject to verification.
Requests received after 30 days from delivery may attract additional charges for replacement paints.
Additional paint sets requested beyond the original kit contents may be chargeable. Brushes, accessories, frames, tools, needles, trays, wax, and other consumable components requested separately are chargeable unless found defective upon receipt.
DIY Project Results
The final outcome of DIY projects may vary based on individual skill level, technique, framing, display conditions, and other factors. Variations in the finished artwork shall not be considered a manufacturing defect.
Verification of Claims
Craftmate reserves the right to request photographs, videos, or additional information before approving any return, exchange, replacement, refund, or missing-item claim.
All returns, exchanges, replacements, refunds, and quality-related claims are subject to verification and final approval by the Craftmate team.
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How to Request a Return or Exchange
Please contact the Craftmate Care Team:
Email: info@craftmate.in
WhatsApp: +91 9910908015
Please include your order number and a brief description of the issue.
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Additional Information
- Reverse pickup availability depends on courier serviceability in your area.
- Shipping timelines are estimates and may vary due to courier delays beyond our control.
- Bulk orders, customized orders, and corporate orders may be governed by separate terms.
- Craftmate reserves the right to decline excessive, repetitive, or suspicious return requests.
- Any disputes shall be subject to the jurisdiction of New Delhi, India.
If you have any questions, we're always happy to help.
Thank you for shopping with Craftmate.
