Return & Refund Policy

Last updated: 7 September 2026

We want you to be able to use what you ordered. If something arrives damaged, wrong, or defective, we will make it right. Because craft raw materials cannot be resold once opened, please read the conditions below before requesting a return.

What we accept

  • Damaged in transit — leaked resin, broken glass, crushed moulds, spilled pigments
  • Wrong item sent — you received something you did not order
  • Missing item — an item on your invoice was not in the parcel
  • Manufacturing defect — the product is unusable as supplied

What we cannot accept

  • Opened or partly used consumables — resin, hardener, wax, pigments, alcohol ink, glitter, clay
  • Items returned after 7 days from delivery
  • Products damaged by misuse, incorrect mixing ratios, or improper storage
  • Colour or shade differences caused by screen calibration
  • Sale, clearance and destash items
  • Custom or made-to-order items

How to raise a claim

  1. Record an unboxing video before opening any sealed pouch or bottle. This is required for damage and missing-item claims.
  2. Within 48 hours of delivery, WhatsApp us at +91 87911 96931 with your order number, the video, and photographs of the outer packaging.
  3. We respond within one working day with either a replacement, a refund, or a pickup arrangement.

Claims raised after 48 hours without an unboxing video may not be accepted, since we cannot establish whether the damage happened in transit.

Refunds

Approved refunds are processed within 5–7 working days of the returned item reaching us, or of the claim being approved where no return is needed. The money goes back to the original payment method. Bank processing may add another 3–5 working days.

For COD orders, refunds are made by bank transfer to an account you nominate.

Order cancellation

You can cancel any order before it is dispatched, with a full refund. Once the parcel has left our warehouse it cannot be cancelled — you will need to raise a return claim instead, subject to the conditions above.

Contact

WhatsApp +91 87911 96931 or email contact@craftersdream.in.