Refund policy
Exchanges and returns
We accept exchanges/returns of items within a maximum of 14 working days from the date of receipt of the order, for another item of equal or greater value provided that the item is delivered in perfect condition, in the same way as it was sold and accompanied by the respective invoice, packaging and any other elements that are part of the shipment - in accordance with the provisions of Portuguese legislation.
Exchanges/returns will not be made for personalized items or for items that have been altered, used or otherwise damaged by misuse. We cannot be held responsible for misuse of your items. We always suggest that you consult the USE CARE section. The customer service team will always be happy to help if you have any questions.
In online exchanges, the customer sends the part they would like to exchange to our warehouse and we will send the new part. The first shipment is the customer's responsibility, however, CRAFT will cover shipping expenses of the new part.
All postage costs for returns are borne by the customer. We recommend that items are sent to us by courier or registered mail. The amount of a return will be refunded using the same payment method as the purchase. The return time depends on the payment method.
Exchanges or returns must be requested by e-mailing info@thecraft.pt .
Exchanges
Once received, your item will enter our quality control inspection process. If the item is determined to be acceptable for return, the amount will be refunded using the same payment method used to place the order.
If so, we will send you our IBAN for payment of the difference in value between items (if applicable). As soon as we receive proof of payment, the new item will be sent to the address you provided above.
Returns
Once received, your item will enter our quality control inspection process. If the item is determined to be acceptable for return, the amount will be refunded using the same payment method used to place the order.
How to make exchanges/returns online:
- Send an email to info@thecraft.pt, mentioning the reference of the item you intend to exchange/return and the reference of the new item you would like to receive or indication of return, if you wish. If you have paid by ATM, please provide IBAN.
- After the "ok" from our team, send the part together with the invoice.
- As soon as we have processed the order, the new item will be sent to the same address as above.