Refund policy

At Craftaru.com, every ceramic piece is handcrafted with care and, in many cases, personalized especially for you. We want you to love your purchase, and we're here to help if something isn't right.

Returns

We offer a 7-day return policy, which means you have 7 days after receiving your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include proof of purchase or your order number.

To request a return, please contact us at:

Email: craftaru.sp@gmail.com

Please do not send items back without contacting us first, as unauthorized returns cannot be accepted.

If your return is approved, we will provide detailed return instructions.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is:

  • Damaged during shipping
  • Defective
  • Incorrect
  • Missing parts

please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • Clear photographs of the item
  • Photos of the packaging and shipping label

We will review your request and provide a replacement, refund, or another suitable solution where appropriate.

Personalized & Custom Orders

Because personalized and custom-made ceramics are created specifically for each customer, they cannot be returned or exchanged unless they arrive damaged, defective, or we made an error with your order.

This includes products customized with:

  • Names
  • Dates
  • Portraits
  • Pet illustrations
  • Custom artwork
  • Special text or messages

Please double-check all personalization details before placing your order.

Craftaru is not responsible for customer-submitted errors such as spelling mistakes, incorrect dates, or inaccurate customization information.

Non-Returnable Items

We cannot accept returns for:

  • Personalized or custom-made products
  • Used items
  • Items damaged through improper use
  • Clearance or sale items
  • Gift cards

Exchanges

If your item arrives damaged or incorrect, we will gladly arrange a replacement when applicable.

For all other situations, we recommend placing a new order after the return process has been completed.

European Union Customers

If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days, in accordance with applicable consumer protection laws.

Please note that this right may not apply to personalized or custom-made products that have been created specifically for you, as permitted under EU consumer regulations.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

Email: hi@craftaru.com

Need Assistance?

If you have any questions about returns, refunds, or your order, we're always happy to help.

Craftaru.com

Email: craftaru.sp@gmail.com