Return & Refund

We Stand Behind Every Teapot, Cup, and Tea Accessory

Return Eligibility

We accept returns for both defective and non-defefctive products under the following conditions:

Full Refund Cases

  • Orders lost during shipping
  • Items with confirmed physical damage or functional defects
  • Products significantly different from the description or images on our website

Return for Refund Cases

  • New or lightly used items in resalable condition (unused/unworn products in original packaging within 30 days of delivery)
  • Incorrect items shipped by Crafiel (return shipping covered by us)

Non-Refundable Cases

  • Orders shipped to an incorrect address provided by the customer
  • Custom-made, personalized, or final-sale items

Step-by-Step Return Process

1. Confirm Eligibility

Contact customer service at info@crafiel.com or +86 13302582683 to confirm whether your case qualifies for a return.

2. Submit Your Request

  • Within 30 days of delivery, email us with:
  • Your order number
  • Photos or video evidence (required for damaged items)

3. Receive Authorization

  • If approved, you will receive an email containing:
  • A unique return authorization number
  • Designated return warehouse address (do not ship to our corporate office)
  • A prepaid return label (if the return is due to our error)

4. Ship the Item

  • Repack the product in its original packaging
  • Ship within 10 days of receiving authorization
  • No restocking fees will be applied

5. Receive Your Refund

  • Refunds are processed within 3 days after warehouse inspection and approval

Refund Assurance

We understand the importance of a transparent refund process. While our website doesn't feature a one-click refund function, please be assured that your funds are secure throughout the entire process.

Payment Security

  • Your order amount is held securely by PayPal or your credit card company
  • We only receive payment after your order is successfully completed
  • You can dispute any order directly through your payment provider

How to Request a Refund

  • Primary method: Email us at info@crafiel.com for manual review
  • Alternative method: Contact your card issuer or PayPal directly
  • All refund requests must be made within 30 days of delivery

Refund Processing

  • Approved refunds will be processed within 3 days
  • Funds will be returned to your original payment method
  • You will receive a confirmation email once refund is initiated

Important Notes

  • Actual refund arrival time may vary based on your financial institution
  • If you don't see the refund after 5 days, please contact your bank first
  • For special cases (closed accounts, gift cards, etc.), we will provide alternative solutions

Key Policies

Shipping Responsibility

  • Crafiel error (e.g., wrong item shipped): We cover return shipping
  • Change of mind: Customer covers return shipping cost

Order Cancellations

  • Pre-shipment: Full refund if canceled within 24 hours
  • Post-shipment: Refuse delivery to receive a refund (shipping fees non-refundable)

Exchanges

Exchanges are available for the same product in a different color/finish. Customer covers all related shipping costs.

Why Choose Crafiel

  • No restocking fees
  • Quick refund processing – within 3 days of approval
  • Lightly used items accepted within 30 days
  • Eco-friendly packaging used in all shipments
  • Lifetime craftsmanship support on select products

Important Reminders

  • Always use the provided warehouse address for returns – do not ship to our corporate office
  • Requests received on weekends/holidays will be processed the next business day
  • Large or fragile items (e.g., tea trays, ceramic sets) require pre-approval for return
  • Service currently available to U.S. customers with tax-free policy

Contact Information

Company Information:

  • Trading Name: Xiangyang LaoMa Electronic Technology Co., Ltd.
  • Business Registration Number: 91420600MADUB0UH8P
  • Business Address: Room 111, 8th Floor, Hanjiang Entrepreneurship and Innovation Industrial Park, No. 3 Daligou Road, Xiangyang High-Tech Industrial Development Zone, Xiangyang City, Hubei Province, China
  • Postal Code: 441003

Customer Service:

  • Email: info@crafiel.com
  • Tel: +86 13302582683

Service Hours:

  • Monday - Saturday: 9:30 AM - 6:30 PM (Eastern Standard Time - EST)
  • Closed on Sundays and Chinese public holidays.

What to Expect:

We strive to respond to all inquiries within 24 business hours. For order-related questions, please have your order number ready to help us assist you faster.