Last Updated: 19.06.2026
Welcome to Crafiya. This Return, Exchange & Refund Policy explains the terms under which customers may request a return, exchange, or refund for products purchased from our website.
By placing an order with Crafiya, you agree to the terms mentioned in this policy.
1. Business Information
Business Legal Name: Crafiya
Brand Name: Crafiya
Business Type: Proprietorship
Registered Business Address: 338, Munshi Mahollo, Olpad, Surat, Gujarat, India – 394540
Customer Support Email: care@crafiya.com
Phone / WhatsApp: +91 823 888 5527
Grievance Officer: Nasim Malek
2. Return and Exchange Window
Customers must inform Crafiya about any return or exchange request within 48 hours of receiving the product.
Return or exchange requests raised after 48 hours of delivery may not be accepted.
To request a return or exchange, customers must contact us at:
Email: care@crafiya.com
WhatsApp: +91 823 888 5527
The request should include:
- Order number
- Customer name
- Registered phone number or email address
- Reason for return or exchange
- Clear photos of the product
- Unboxing video, wherever applicable
3. Handmade Product Variation
Crafiya mainly sells handmade jewellery and accessories, including handmade beaded jewellery, shell jewellery, cowrie jewellery, earrings, necklace sets, choker sets, bracelets, anklets, beaded waist belts, cowrie waist belts, and accessories.
Because our products are handmade, each piece may have slight variations. Minor differences may occur in:
- Color
- Size
- Shape
- Shell texture
- Bead placement
- Finish
- Overall handmade appearance
Such variations are natural in handmade products and will not be considered defects.
Product colors may also appear slightly different due to lighting, photography, screen brightness, or device display settings.
4. Eligible Return or Exchange Cases
Return or exchange may be accepted in the following cases:
- Wrong product delivered
- Damaged product received
- Defective product received
- Missing item in the package
- Product received is materially different from the order placed
For wrong product, damaged product, defective product, or missing item claims, a clear unboxing video is mandatory.
5. Mandatory Unboxing Video
For claims related to damaged product, wrong product, defective product, or missing item, customers must provide a clear unboxing video.
The unboxing video should clearly show:
- The sealed package before opening
- Shipping label visible on the package
- Complete opening process without cuts or edits
- Product condition immediately after opening
- Damage, wrong item, or missing item clearly visible
If the unboxing video is not provided, Crafiya may refuse the return, exchange, or refund request.
6. Customer-Side Return Reasons
If a customer wants to return or exchange a product due to reasons such as:
- Design not liked
- Wrong size selected by customer
- Change of mind
- Personal preference
- Product not matching customer expectation, where there is no defect or error from Crafiya’s side
then Crafiya may accept the return or exchange only if the request is raised within 48 hours of delivery and the product is unused, unworn, undamaged, with original tag and packaging intact.
In such cases, Crafiya will not arrange reverse pickup. The customer must arrange and pay for return shipping at their own cost.
7. Non-Returnable and Non-Exchangeable Items
The following items are not eligible for return or exchange:
- Sale items
- Discounted items
- Used products
- Worn products
- Products damaged by the customer
- Products without original tag
- Products without original packaging, wherever applicable
- Products with perfume smell
- Products with stains, sweat marks, makeup marks, or signs of wear
- Products reported after the 48-hour return/exchange window
- Products returned without prior approval from Crafiya
For hygiene reasons, earrings and body-worn accessories must be unused, unworn, and returned with original tag and packaging intact. Crafiya reserves the right to reject the return or exchange if hygiene, quality, or product condition is compromised.
8. No Make-to-Order or Custom Size Products
Crafiya does not offer make-to-order products.
Custom sizes are not available. Products are sold only in the standard sizes mentioned on the product page.
Customers are requested to check product details, size, description, and images carefully before placing an order.
9. Return Shipping Cost
If the mistake is from Crafiya’s side, such as wrong product delivered, defective product received, or damaged product received, Crafiya will bear the return shipping cost after verification and approval.
If the return or exchange is due to the customer’s reason, such as wrong selection, change of mind, personal preference, or wrong size selected by customer, the customer must arrange and pay for return shipping.
Crafiya will not be responsible for any loss, damage, or delay during return shipping arranged by the customer.
10. Return Address
Approved returns must be sent to the following address:
Crafiya
338, Munshi Mahollo, Olpad, Surat, Gujarat, India – 394540
Phone / WhatsApp: +91 823 888 5527
Customers must not send any product back without receiving approval from Crafiya.
Returns sent without approval may not be accepted.
11. Product Inspection
Once the returned product is received, our team will inspect the product.
Return, exchange, or refund will be approved only if the product:
- Is unused
- Is unworn
- Is not damaged by the customer
- Has the original tag attached
- Has no perfume smell
- Has no stains, marks, or signs of use
- Matches the approved return/exchange request
- Is received safely at our return address
If the product fails quality inspection, Crafiya reserves the right to reject the return, exchange, or refund request.
12. Refund Method
For prepaid orders, approved refunds will be processed to the original payment method used by the customer.
For COD orders, if any refund is approved, it may be processed through UPI or bank transfer after the customer provides valid refund details.
If a COD order is cancelled before dispatch, the 25% advance payment will be refunded as per our Cancellation Policy.
13. Refund Timeline
Once the returned product is received and passes quality inspection, the refund may take approximately 7 days to process.
Actual credit time may vary depending on the payment gateway, bank, UPI provider, or payment service provider.
14. Exchange Policy
Exchanges are subject to product availability.
If the requested exchange product is available, we may process the exchange after receiving and inspecting the returned product.
If the requested exchange product is not available, Crafiya may offer an alternative product, store credit, or refund, depending on the case and approval.
Any price difference between the original product and exchanged product must be paid by the customer.
15. Rejected Return or Exchange
Crafiya may reject a return or exchange request if:
- Request is raised after 48 hours
- Product is used, worn, damaged, or altered
- Product has perfume smell, stains, or signs of wear
- Original tag or packaging is missing
- Unboxing video is not provided for damage/wrong/missing product claims
- Product does not meet the return policy conditions
- Product belongs to sale or discounted category
- Product was sent back without prior approval
If a returned product is rejected after inspection, the customer may be required to pay shipping charges to have the product sent back to them.
16. Final Decision
Crafiya reserves the right to approve or reject any return, exchange, or refund request based on the product condition, evidence provided by the customer, and the terms of this policy.
Our aim is to handle every genuine customer concern fairly while protecting the quality and hygiene standards of our handmade jewellery and accessories.