Returns and Refunds
Overview
All ProCraftory products are made individually to your design after you place an order. Please read the cancellation and after-sales terms below before checkout. For the full after-sales scope, see our After-Sales Policy.
No returns without cause for custom items
Because every item is produced to your design, we do not accept returns or refunds for change of mind, design changes, or no longer needed reasons. After-sales support applies only when there is a production quality defect, transit damage, or a wrong or missing item.
Order cancellation
You may cancel free of charge before production begins. Once an order enters production or has shipped, cancellation is not accepted.
What is covered
- Production quality defects
- Damage sustained in transit
- Wrong item received
- Missing items or quantity mismatch
- Confirmed non-delivery (carrier loss, or return to sender caused by carrier error)
What is not covered
- Subjective dissatisfaction when the product matches your order specifications
- Change of mind after you confirmed the online preview and completed payment
- Wrong size, craft, or variant selected during ordering
- Print results caused by your design file (low resolution, thin lines, insufficient bleed)
- Color variance from screens, lighting, or printing process; the online preview is a rendered simulation for reference only
- Damage after successful delivery, or theft after the carrier confirms delivery
- Refusal to pay customs duties, an incorrect address, or the carrier being unable to contact the recipient
How to request
Contact us within 30 days of delivery with your order number and clear photos or an unboxing video. See the Quality Reprint and Remake page for the full claim process.
Refunds
Approved refunds are returned to the original payment method within 3-7 business days. If more than 15 business days have passed since approval, please contact contact@procraftory.com.