Return And Refund Policy

Our goal is to ensure complete satisfaction with our products. We take great care in packaging your order for a successful delivery but unfortunately accidents can happen. Should any product arrive damaged or imperfect, please review the returns forms included with your order and choose the required option. If you have any questions please feel free to contact one of our friendly Customer Service Advisors on +1 (315) 820 – 20 10  (9am to 5pm GMT, Monday to Friday).

1. Return Instructions


In the unlikely event you do not wish to keep a product after it has arrived, you have 30 days from the delivery date to return the unused product to us in its original condition, using the return form and return label included with your order or our Model Withdrawal Form. Alternatively, please contact our Customer Service advisors to see if we can arrange a courier pick up at a time to suits you – this option is available in certain circumstances so please contact us for more information.


Please note that we do not cover the return costs unless otherwise explicitly confirmed by our Customer Service in writing or stated in the Sales Terms.


We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

  • if you have received the product and we have not offered to collect it form you: 14 days after the day on which we receive the product back from you or received a written proof that the product has been sent back to us;
  • if you have not received the product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.

If we have offered to collect the product from you, we will collect the product from the address to which it was delivered. We will contact you to arrange a suitable time for collection.

Please note that for any returns of orders, only price paid in Webstore and the original delivery charges will be refunded, and the Seller will not refund any taxes, charges or other fees applied to the order by your country of residence, customs or authorities.


3. Defective Products Or Incorrect Deliveries

Should you discover a defect in your received product, or should we have delivered incorrect products to you, please contact our Customer Service without undue delay. Please note that you will be required to provide us with clear photographic evidence of the alleged fault or damage.

Our Customer Service will give you instructions for returns of Products and will arrange for the return pick up from the address where the order was originally delivered. You are requested to prepare the products for pick up in the original packaging and condition they were delivered to you. All labels that need to be attached to the packaging will be brought by our delivery partner when picking up your return package. Costs of the return dispatch will be paid by us unless otherwise stated in the Sales Terms.

We will confirm to you by email when your replacement order has been shipped or when your refund has been made, as applicable. Please note that replacements are only possible if we have the items in stock, in other cases you will receive a refund. All refunds will be made by crediting the payment card originally used for the original purchase.

In case of a refund, you shall receive your refund within fourteen (14) days after the day on which we receive the product back from you.

4. Lost Packages

Please note that we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable. 

5. Order Cancellations

Cancelling an order before receipt of the Order Confirmation: Please contact our Customer Service.  

Please note that only sending the Products back, refusing a delivery or failing to receive a delivery will not be considered a notice of cancellation.

6. Modal Cancellation Form

Please copy and paste the form below, complete the details and return the form either by registered post to Craftestan Ltd, eCommerce Customer Service, No.12 Burton St. WC1H 9AQ, London, United Kingdom or by email to



To:  Craftestan Ltd, eCommerce Customer Service, No.12, Burton St. WC1H 9AQ London, United Kingdom.  Tel: +44 (777) 00 90 786  Email:


 I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:


 (Please insert order number)


 Ordered on DATE and/or received on DATE [*]


 Name of consumer(s):


 Address of consumer(s):


 Telephone of consumer(s):


 Signature of consumer(s) (only if this form is notified on paper):




——————————————————————————————————————————————–Note: [*] Delete as appropriate.


If you exercise your right of cancellation after the item has been shipped, please replace the item securely in its original packaging and return it to us with your shipping note.

This is not a full statement of your rights under applicable distance selling legislation or under any statutory consumer protection laws applicable in your country of residence