At KRAFTMEN, we take great pride in providing our customers with high-quality, eco-friendly products made from jute, palm leaves, leather, and other sustainable materials. We understand that sometimes, a product may not meet your expectations, and we want to make sure you are completely satisfied with your purchase. Our return policy is designed to ensure a smooth and fair process for all our customers, whether you are shopping within Malaysia or internationally.

Please read our return policy carefully to understand how returns and exchanges are handled.

1. Return Eligibility

We want you to be happy with your purchase, so we offer a return or exchange on most items. However, certain conditions must be met for a return to be processed:

• Timeframe: Returns must be requested within 30 days from the date of delivery.
• Condition: The item must be in its original, unused, and unwashed condition with all tags and packaging intact. Products that are damaged, altered, or soiled may not be eligible for a return.
• Proof of Purchase: A valid order number or proof of purchase must be provided to process a return.

Non-returnable items:
Due to the nature of our eco-friendly products, the following items are not eligible for return:

• Customized or personalized items
• Gift cards
• Used or opened products

If you have received a defective or damaged product, please refer to section 4 on “Damaged or Defective Products” below.

2. How to Request a Return

To request a return, please follow these steps:

1. Contact Us: Reach out to our customer support team at [insert your email address] with your order number, product details, and reason for the return. You can also contact us via phone at [insert your contact number].
2. Return Authorization: Our team will review your request and provide you with a Return Authorization Number and instructions on how to send the product back. Please note that unauthorized returns may not be accepted.
3. Packaging: Carefully repackage the item in its original packaging, if possible, to ensure it is protected during return shipping.

3. Return Shipping

• Domestic Returns (Malaysia): For customers within Malaysia, KRAFTMEN will cover the return shipping costs for eligible returns. We will provide a prepaid return shipping label upon approval of your return request.

• International Returns: For international customers, the return shipping costs are the responsibility of the buyer. We recommend using a trackable shipping service or purchasing shipping insurance for your return, as KRAFTMEN cannot guarantee that we will receive your returned item without tracking information.

Please note that we are not responsible for lost or damaged returns during transit.

4. Damaged or Defective Products

If your product arrives damaged, defective, or with a manufacturing flaw, please notify us within 7 days of receiving the product. In your return request, include clear photos of the damage or defect, along with your order number.

For damaged or defective products, we will:

• Offer a full refund or exchange.
• Cover return shipping costs (for both domestic and international customers) in the case of damaged or defective products.

5. Refunds and Exchanges

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange request.

• Refunds: If your return is approved, your refund will be processed to the original method of payment. Please note that it may take 5-7 business days for the refund to appear in your account, depending on your payment provider.

• Exchanges: If you wish to exchange an item for a different size, color, or product, please note that exchanges are subject to product availability. If the desired item is unavailable, we will offer a refund.

Note: Shipping fees are non-refundable unless the product is defective or damaged upon arrival.

6. Cancellation of Orders

If you wish to cancel an order, please contact us as soon as possible. Orders that have not yet been processed or shipped can be canceled for a full refund. If your order has already been shipped, you must follow the standard return process once you receive the product.

7. Final Sale Items

Certain items may be marked as “Final Sale” and are not eligible for returns or exchanges. These items will be clearly marked on the product page or at checkout.

8. International Customers

For our international customers, please be aware that:

• Return shipping costs are the responsibility of the buyer.
• Any customs duties or taxes incurred when returning products are the responsibility of the buyer.
• KRAFTMEN is not liable for customs delays or issues with returns outside Malaysia.

9. Changes to This Return Policy

KRAFTMEN reserves the right to update or modify this return policy at any time. Any changes will be posted on this page, and the revised date will be reflected at the top of the policy. We encourage you to review this policy periodically to stay informed of any updates.

10. Contact Us

If you have any questions or concerns about our return policy, please don’t hesitate to contact us:

KRAFTMEN
Email: kraftmentreasures@gmail.com
Phone: +60 14-383 8700
Address: No.2, jalan kerenchi kiri, bangsar south, Kuala Lumpur, Malaysia

Thank you for choosing KRAFTMEN. We are dedicated to ensuring your satisfaction with our eco-friendly products!