At Utso Crafts, we are committed to ensuring your satisfaction with our products and services. We have designed our return and refund policy to provide you with clear guidelines on how returns and refunds are managed. Please take a moment to carefully review the following details:
1. Eligibility for Returns:
1.1 General Eligibility:
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- You have the right to initiate a return within 7 (seven) days from the date of delivery.
- To be eligible for a return, the item must be in its original, unused condition and in its original packaging.
1.2 Non-Eligible Items:
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- Items that are personalized or custom-made to your specifications are generally non-refundable. Exceptions may be made if the item is defective or if there is an error on our part.
2. Initiation of Returns:
2.1 Contacting Us:
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- To start the return process, please reach out to our dedicated customer support team at [email protected].
- When contacting us, please provide your order number, a detailed description of the item you wish to return, and the reason for the return.
2.2 Return Authorization (RA) Number:
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- After assessing your return request, our customer support team will guide you through the return process. If your return is approved, you will be issued a Return Authorization (RA) number. This RA number must be included with your return shipment.
3. Return Shipping:
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- You are responsible for covering the cost of return shipping unless the return is a result of an error on our part.
- For your peace of mind, we recommend using a trackable shipping method to ensure the safe return of the item.
4. Refund Process:
4.1 Approval and Inspection:
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- Upon receiving the returned item, we will conduct a thorough inspection to verify its compliance with our return eligibility criteria.
- If your return is approved, we will promptly notify you via email.
4.2 Refund Method:
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- The refund will be processed using the original payment method you utilized for the purchase.
- The processing time for refunds varies but typically takes 3-4 business days and is subject to the policies of your financial institution.
5. Exchanges:
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- We do not offer direct exchanges. If you wish to exchange an item, please initiate a return following the steps outlined in this policy and then place a new order for the desired item.
6. Damaged or Defective Items:
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- In the unfortunate event that you receive a damaged or defective item, please contact us immediately. Provide us with a comprehensive description of the issue, along with accompanying photographs.
- We will assess the situation and provide you with instructions for a return or replacement, as applicable.
7. Contact Us:
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- If you have any questions, concerns, or need assistance regarding our return and refund policy, please do not hesitate to get in touch with our customer support team at [email protected].
Please be aware that this return and refund policy is subject to changes and updates, and the version posted on our website at the time of your purchase will apply. By making a purchase on our website, you agree to adhere to this policy. We sincerely appreciate your choice of Utso Craft for your handicraft needs. Thank you for entrusting us with your satisfaction.