Refund policy

Last updated: October 5, 2026

Craftaru creates handmade wooden baby gyms and crochet hanging toys to order, with personalization according to the details agreed with each customer. We confirm order details before dispatch.

Change-of-mind returns

We do not offer voluntary returns or exchanges because you change your mind, no longer need the product, or prefer a different design after ordering. For products made to your individual specifications or clearly personalized, this includes approved engraving, names or custom details.

This does not affect mandatory consumer rights. Where applicable law provides a right to cancel or return a non-personalized product, we will honor that right. The fact that an item is handmade or that its details were confirmed before dispatch does not, by itself, remove statutory rights.

Defective, damaged, incorrect or incomplete orders

If your item is defective, damaged in shipping, different from the agreed order, or missing included parts, contact craftaru.sp@gmail.com with:

  • Your order number.
  • A description of the problem.
  • Clear photographs of the item and, where relevant, its packaging and shipping label.

Please inspect your delivery and report visible issues as soon as possible, preferably within 7 days of receipt, so we can investigate promptly. This request does not shorten statutory warranty periods or exclude later-discovered defects covered by applicable law. If photographs are not available, contact us so we can discuss another way to assess the issue.

Stop using a product if you believe it is damaged or unsafe, and contact us for assistance.

We will review the issue and arrange an appropriate repair, replacement, missing part or refund, in accordance with applicable rights and the circumstances. Craftaru bears the full cost of resolving defective, shipping-damaged or incorrectly supplied items, including necessary return shipping and replacement shipping. No restocking fee applies to these remedies.

Your approval of a pre-shipment confirmation does not waive your rights concerning a defect, shipping damage or an item that does not match the agreed order.

Personalization and handmade variations

Please check names, spelling and other personalization details carefully before confirming your order. If we make a personalization error or supply something different from the details agreed with you, we will resolve it at our expense.

If the finished item accurately matches the information supplied and confirmed by you, customer-submitted spelling errors or a later change of preference do not qualify for a voluntary return or replacement.

Small differences in crochet texture, stitching and natural wood grain may occur in handmade products. These variations are not a reason for a change-of-mind return, but they do not excuse defects, missing parts, safety problems or a material difference from the agreed product description.

Approved return procedure

Contact us before sending any product back. We will confirm the appropriate remedy, whether a physical return is needed, and the return instructions. We will arrange or cover necessary return shipping for eligible defective, damaged or incorrect items.

Approved returns are sent to:
Craftaru
259 Quang Trung Street
Phan Dinh Phung Ward
Thai Nguyen Province, 250000
VIETNAM

Our business address in the United States is not a return address. Please do not ship returns there.

Keep the product and packaging where reasonably possible while we assess the issue. Contacting us for instructions helps prevent a return being lost or sent to the wrong location; it does not remove any return rights provided by law.

Refunds

Approved refunds are made to the original payment method. We process refunds within 10 business days of approval, or sooner where required by applicable law. If an agreed return is needed, we will explain any lawful inspection or return requirements before you send the item.

Your bank or payment provider may take additional time to display the refund. Contact us if you need help tracing it.

Order cancellation

You may request cancellation by emailing craftaru.sp@gmail.com within one hour of placing your order. Include your order number. Eligible cancellations receive a full refund to the original payment method.

After this period, we do not offer voluntary cancellation of made-to-order or personalized orders. Any mandatory cancellation or withdrawal rights under applicable law remain unaffected.

Contact

For returns, refunds, cancellations or order concerns, email craftaru.sp@gmail.com.