Return & Refund

Your Satisfaction, Our Commitment

Return Eligibility

We accept returns for both defective and non-defective products under these conditions:

Full Refund Applies When:

  • Orders are lost during shipping
  • Items have confirmed physical damage or functional defects
  • Products differ significantly from website descriptions or images

Return for Refund Available For:

  • New or lightly used items in resalable condition
  • All returns must be within 30 days of delivery in original packaging
  • Incorrect items shipped by Crafiel (we cover return shipping)

Non-Refundable Cases Include:

  • Orders shipped to incorrect addresses provided by customers
  • Custom-made, personalized, or final-sale items

Return Process - 5 Simple Steps

Step 1: Confirm Eligibility

Contact our customer service at info@crafiel.com or +86 133 0258 2683

Step 2: Submit Your Request

Email us within 30 days of delivery with:

  • Your order number
  • Photos or video evidence (for damaged items)

Step 3: Receive Authorization

Approved returns will receive an email containing:

  • Unique return authorization number
  • Designated return warehouse address
  • Prepaid return label (where applicable)

Step 4: Ship the Item Back

  • Repack in original packaging
  • Ship within 10 days of authorization
  • No restocking fees apply

Step 5: Receive Your Refund

  • Refund processed within 3 days of inspection
  • Funds returned to original payment method

Refund Assurance

We understand the importance of a transparent refund process. While we don't offer one-click refunds, your funds are secure throughout the process.

Payment Security:

  • Your order amount is held securely by PayPal
  • We only receive payment after successful order completion
  • You can dispute orders directly through your payment provider

How to Request a Refund:

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

Processing Details:

  • Approved refunds processed within 3 days
  • Confirmation email sent upon initiation
  • Bank processing may take additional 5-10 days

Key Policies

Shipping Responsibility:

  • Crafiel errors: 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 for refund (shipping fees excluded)

Exchanges:

  • Available for same product in different color/finish
  • Customer covers all related shipping costs

Why Choose Crafiel

  • No restocking fees
  • 30-day return window for new/lightly used items
  • Eco-friendly packaging in all shipments
  • Lifetime craftsmanship support on select products

Important Reminders

Always use provided warehouse address - not our corporate office
Contact your bank first if refund delays occur

Get in Touch

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, Hubei Province, China
  • Postal Code: 441003

Customer Service:

  • Email: info@crafiel.com
  • Tel: +86 133 0258 2683

Service Hours:

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

What to Expect:

24-business-hour response target for emails

Have order numbers ready for faster service