Important Notice – Please Read Before Purchasing
By placing and confirming an order with Craftoria Studio, you acknowledge that you have been informed of the nature and characteristics of the products offered, have reviewed the agreed product specifications and applicable purchase conditions, and agree to the terms set out below, subject to your statutory consumer rights.
Our products are independently produced alternatives and reproductions. They are not represented as authentic products, officially authorised merchandise, or products covered by the original brand’s warranty.
Customers are responsible for reviewing the product information and raising any questions regarding the item’s identity, materials, appearance, specifications or intended use before payment.
We strongly encourage every customer to review this policy before completing a purchase.
1. Product Information and Customer Acknowledgement
Before an order is confirmed, we provide information about the selected model, colour, size, materials, hardware, available craftsmanship details and any agreed customisation.
Customers should carefully review these details and notify us of any required changes or concerns.
Where natural materials or handmade production are involved, minor variations in grain, texture, stitching or finishing may occur. Any such variation must remain consistent with the agreed product description and reasonable quality expectations.
Differences caused solely by screen settings, lighting or photography will be assessed fairly using the agreed specifications and actual product evidence.
2. Actual Product Photos and Pre-Shipment Approval
Before dispatch, we provide actual photos or videos of the specific completed item prepared for the customer’s order.
Customers have the opportunity to inspect the item’s visible condition, colour, materials, hardware and relevant details.
If a standard, non-customised item does not meet the agreed requirements or the customer’s expectations, the customer may request an exchange, cancellation or refund before dispatch, subject to any applicable legal rights and disclosed conditions.
We arrange shipment after the customer has expressly approved the actual item.
Pre-shipment approval confirms acceptance of the visible characteristics presented for review. It does not waive statutory cancellation rights or remedies for hidden defects, transit damage or goods that do not conform to the contract.
3. Cancellation, Exchanges and Refunds Before Dispatch
For standard, non-customised orders, customers may request cancellation, an exchange or a refund before the item has been dispatched.
Requests should be made promptly through the original customer service conversation or by email.
If an issue is identified during the pre-shipment inspection, we will review the concern and arrange an appropriate solution before dispatch.
Custom-made or personalised orders are subject to Section 5.
4. After Dispatch and Change-of-Mind Requests
After the customer has approved the actual item and the order has been dispatched, we generally do not offer additional voluntary returns or exchanges solely because of a change of mind, a change in personal preference or dissatisfaction with characteristics that were accurately disclosed and accepted before shipment.
International shipping, customs procedures and handling arrangements may make voluntary returns more complicated.
This restriction applies only to voluntary returns and does not limit statutory withdrawal, cancellation, refund or other consumer rights that apply to the transaction.
Where a statutory right of withdrawal applies, customers may exercise that right within the legally applicable period, subject to any valid exceptions.
5. Custom-Made and Personalised Products
Custom-made and personalised products require confirmation of the agreed specifications before production begins.
These may include the model, size, materials, colour, stitching, hardware, construction and other specific requirements.
Once the customer has expressly confirmed the final specifications and production has begun, cancellation or refund for a change of mind is generally not available where permitted by applicable law.
A custom order is not automatically exempt from statutory cancellation rights merely because the customer selected an available colour, size or other standard option.
If a custom-made item is faulty, materially different from the confirmed specifications or otherwise fails to meet applicable legal requirements, the customer retains the remedies provided by law.
6. Product Condition, Delivery and Seller Responsibility
We aim to dispatch the same item shown and approved during the pre-shipment review, in the agreed condition and with appropriate protective packaging.
We maintain relevant order details, inspection records and shipment information to help resolve any concerns.
International transportation can involve delays, inspection, handling or accidental damage. We do not guarantee that transit damage is impossible.
If an item arrives damaged, is materially different from the agreed specifications or is not the item approved before dispatch, please contact us promptly with your order information and supporting evidence.
Where the issue is our responsibility, we will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, return or refund.
7. Reporting an Issue After Delivery
To help us investigate an issue efficiently, please provide:
- Your order reference or product code.
- A clear description of the issue.
- Photos or videos showing the relevant product details.
- Photos of the outer packaging and shipping label where the issue concerns delivery damage or an incorrect parcel.
We recommend contacting us as soon as reasonably possible after discovering a problem.
Requests will be evaluated against the confirmed order specifications, pre-shipment photos or videos, customer communications and available delivery records.
A request for supporting evidence does not remove or shorten any statutory consumer rights.
8. Fair Review of Refund and Return Claims
We review all refund and return requests fairly and individually.
Where a claim concerns an issue that was clearly disclosed and accepted before dispatch, or damage caused by misuse, unauthorised alteration or ordinary wear after delivery, we may decline a voluntary refund where permitted by law.
We may request additional information if a claim is inconsistent with the available order, inspection or delivery records.
We do not automatically reject claims merely because the customer approved pre-shipment photos or because an item has been dispatched.
False or deliberately misleading claims may be challenged using relevant evidence and applicable dispute-resolution procedures.
9. Return Instructions and Costs
Please contact us before returning a product so that we can provide the appropriate return instructions and receiving address.
Return arrangements, shipping costs and any deductions will be determined according to the reason for return and applicable law.
Where we are legally responsible for faulty, incorrect or non-conforming goods, we will fulfil our obligations regarding return costs and remedies.
Where a legally valid change-of-mind return is available, the applicable return conditions and costs will be communicated in accordance with consumer protection requirements.
10. Refund Processing
Where a refund is agreed or legally required, we will confirm the amount, method and applicable processing arrangements.
Refunds will be processed within the deadlines required by applicable law.
Any payment-provider or banking processing time will be explained where relevant.
11. Contact Information
For order cancellations, return requests, refunds or after-sales assistance, please contact:
Please include your order details so that our team can assist you efficiently.
12. Statutory Consumer Rights
Nothing in this policy excludes or restricts any mandatory consumer rights under applicable law.
Where a provision of this policy conflicts with an applicable statutory right, the relevant legal requirement will prevail.
Customers should be informed of any applicable statutory withdrawal rights and exceptions before entering into the purchase agreement.