Last Updated: April 18, 2025

We want you to be completely satisfied with your purchase from Craple. We strive to provide high-quality products and an exceptional shopping experience. This policy outlines our procedures for returns and refunds. For detailed information on how we ship your orders, including processing times, delivery estimates, tracking, and customs responsibilities, please see our Shipping Policy.

1. Eligibility for Returns

  • Return Window: You have 30 days from the date you receive your item to initiate a return.
  • Condition of Goods: To be eligible for a return, items must be unused, in the same condition that you received them, and in their original packaging.

2. Reasons for Return & Process

  • A. Damaged, Defective, or Incorrect Items:
    • Notification: If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of receiving the product. Delays in reporting may affect our ability to file claims with shipping carriers (see our Shipping Policy for handling damaged packages).
    • Proof Required: We highly recommend taking an unboxing video of your order upon arrival to serve as proof of condition. For all claims of damage, defect, or incorrect items, please provide clear photographic and/or video evidence.
    • Resolution: For valid claims supported by proof, we will offer a free return label (if applicable), a replacement/exchange, or a full refund, including any original shipping costs associated with the item. We will provide detailed instructions for the return process upon reviewing your claim.
  • B. Other Reasons (e.g., Change of Mind):
    • Eligibility: If you wish to return an item for reasons other than damage, defect, or our error (e.g., you changed your mind), you may do so within the 30-day window.
    • Condition: The item must be unused, in its original condition, and returned in its original packaging.
    • Return Shipping Costs: In these cases, you (the customer) are responsible for all return shipping costs. Please be aware that international return shipping can be expensive. We recommend using a trackable shipping method, as we are not responsible for returns lost in transit. Original shipping charges are non-refundable for these types of returns.

3. How to Initiate a Return

  1. Contact Us: Please email our customer service team at contact@craple.com.
  2. Subject Line: Use the subject line: “Return Request – Order #[Your Order Number]”.
  3. Provide Details: In your email, please include:
    • Your Order Number
    • The reason for the return (e.g., damaged, incorrect item, change of mind).
    • Clear photographic and/or video evidence if the item is damaged, defective, or incorrect (essential for claims under section 2A).
  4. Wait for Authorization: Please do not ship the item back until you have received return authorization and instructions from our team.

4. Return Shipping Address

Once authorized, send the returned items to:
Craple
Shop No. 7, Dehradun Road
Rampur, Roorkee – 247667
Uttarakhand, India
(+91) 8445323452

5. Refunds

  • Inspection: Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria.
  • Notification: We will notify you via email of the approval or rejection of your refund request.
  • Processing Time: If approved, your refund will be processed within 5-10 business days.
  • Refund Method: Refunds will be issued to your original method of payment (e.g., Credit Card, PayPal, Payoneer, Stripe, Razorpay). Please note that depending on your card issuer or payment processor, it may take additional time for the refund to reflect in your account after we have processed it.
  • Partial Refunds: In certain situations, only partial refunds may be granted (at our discretion), such as for items returned outside the 30-day window (if accepted), items not in their original condition, or items damaged or missing parts for reasons not due to our error.

6. Non-Returnable & Non-Refundable Items

The following items are generally not eligible for return or refund unless they arrive damaged or defective:

  • Custom-made or personalized items (see Section 9 for cancellation policy).
  • Items marked as “Final Sale”.
  • Items purchased during specific promotional events explicitly marked as non-returnable.
  • Original shipping charges (unless the return is due to our error – damaged, defective, incorrect item).
  • Packages refused upon delivery by the customer, including refusal due to non-payment of customs duties or taxes. Such instances are handled according to our Shipping Policy (Section 12) and are not eligible for return or refund.

7. Exchanges

If you need to exchange an item for the same product (e.g., due to a defect), please contact us following the return initiation process (Section 3). We will typically process the exchange after receiving and inspecting the original item.

8. Handmade Product Variations

Please note that many Craple products are handmade. Slight variations in color, finish (especially with materials like brass polish, which can appear differently under various lighting conditions), texture, or minor imperfections are inherent to the handmade process. These characteristics contribute to the uniqueness of each item and are not typically considered defects or grounds for a damaged/defective item return.

9. Order Cancellations

  • Standard Products: You may cancel an order for standard, non-personalized products before it has been shipped. Once an order has shipped, it cannot be canceled and must be treated as a return according to this policy.
  • Custom/Personalized Products: Orders for custom-made or personalized items can only be canceled within 12 hours of placing the order. After this period, cancellations are not possible as production may have commenced.

10. Bulk Orders

  • Definition: Orders valued at $300 USD or more may be considered bulk orders.
  • Return Policy: Bulk orders are generally non-returnable and non-refundable unless the items arrive defective or damaged (proof required as per Section 2A). Please double-check all order details before confirming a bulk purchase.
  • Processing Time: Please note that bulk orders, especially if involving custom items, may require extended processing and shipping times. We will communicate this upon order placement.

11. Gift Returns

  • If an item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item is received and approved.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the original purchaser.

12. Shipping Invoices

Customers can request a copy of their shipping invoice for their records by contacting our customer service team.

13. Customer Support

For any questions or assistance regarding shipping, returns, or refunds, please contact us:

  • Email:contact@craple.com
    • For return queries: Use subject “Return Policy Query – Order #[Your Order Number]”
    • For shipping queries: Use subject “Shipping Policy Query – Order #[Your Order Number]”
    • For general queries: Use a clear subject line relevant to your question.
  • Phone: +91 1332 353232 (Please note call center hours/availability if applicable)
  • Office Address: Shop No. 7, Dehradun Road, Rampur Roorkee – 247667, Uttarakhand, India.
  • Social Media:

14. Disclaimer & Policy Updates

  • Conditions Beyond Our Control: Craple is not responsible for return/refund delays or issues caused by factors beyond our reasonable control, such as customs processing delays, lost packages during return transit (if a non-tracked method is used by the customer), or issues with third-party payment processors.
  • Policy Changes: We reserve the right to update or modify this Return & Refund Policy at any time. Please review it periodically. Your continued use of our service after any changes constitutes acceptance of those changes.