Refund policy

Refund and Return Policy – Craft & Wick

At Craft & Wick, every handmade product is prepared and packed with care. Please read our policy carefully before placing an order.

1. No Change-of-Mind Returns or Exchanges

As our products are handmade, we generally do not accept returns or exchanges for change of mind, incorrect product selection, or personal preference. This policy does not affect any rights or remedies available under applicable consumer protection laws.

2. Damaged, Defective, Incorrect, or Missing Products

If your order arrives damaged, defective, incorrect, or with missing items, please contact us within 48 hours of delivery.

Please provide:

  • Your order number.

  • Clear photographs of the product and packaging.

  • An unboxing video, if available.

  • A brief description of the issue.

We will review the available evidence and provide an appropriate resolution, such as a replacement or refund, where applicable.

3. Unboxing Video Requirement

Customers are strongly encouraged to record a continuous unboxing video when opening their package.

  • Record the video in one continuous take, without cuts, pauses, or editing.

  • Begin recording before opening the sealed package.

  • Clearly show the shipping label, outer packaging, seal, and product.

  • Ensure the product and any damage or missing items are clearly visible.

  • Contact us within 48 hours of delivery and share the video, order number, and relevant photographs.

An unboxing video helps us investigate claims fairly. However, the absence of a video will not automatically remove any rights or remedies available under applicable consumer protection laws.

4. Handmade Product Variations

Small variations in colour, texture, finish, and appearance may occur because our products are handmade. Such variations are not necessarily defects. Products that are defective or materially different from their descriptions will be handled in accordance with applicable policies and laws.

5. Refund Processing

Approved refunds will generally be issued to the original payment method where possible. The time required for the refund to appear may depend on the payment provider or bank.

6. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order. Cancellation requests may not be accepted once an order has been prepared for dispatch or shipped, subject to applicable consumer protection laws.

7. Return Shipping

Where a return or replacement is approved, we will communicate the applicable return or shipping arrangements. Customers will not be required to bear costs where prohibited by applicable law.

8. Contact Us

For refund, return, or replacement enquiries, please contact us through our Contact Us page and include your order number and relevant details.

Craft & Wick
Small things beautifully made.