Refund policy
CRAFTDIY · CUSTOMER CARE
This policy applies to CRAFTDIY's U.S. retail orders. Gemstone jewelry is prepared to order in the designs shown in the product listings. Personalized items are made using the customer's photos, text or other personalization details. Nothing in this policy limits consumer rights that cannot lawfully be excluded.
1. Cancellations and personalization changes
You may request a free cancellation or personalization change within two hours after successful payment. The time you send your request—not the time our support team replies—determines whether your request falls within this window. Send your order number and request to support@mineralora.com.
After two hours, if production has started and we agree to cancel, a cancellation processing fee of 10% of the amount actually paid for the cancelled merchandise after discounts, capped at USD 15 per order, applies. Taxes and shipping are excluded from this calculation. This production-stage fee does not apply before production starts. Personalization changes are not supported once production has started.
Orders cancelled because required personalization materials are missing
If an order is cancelled because the customer has not supplied the required photos, text or other personalization materials, a 3% processing fee is deducted from the amount actually paid for the cancelled merchandise after discounts, excluding taxes and shipping. Any remaining eligible refund is returned to the original payment method.
This rule does not reduce the two-hour free-cancellation window or any mandatory right to a full refund. The 3% fee and the production-stage cancellation fee are not charged together for the same cancellation.
No cancellation fee applies when cancellation results from our inability to fulfil the order, our error, or circumstances in which applicable law requires a full refund.
2. Change-of-mind returns of gemstone jewelry
To request a change-of-mind return of eligible gemstone jewelry, contact us within three calendar days after delivery. After approval, hand the parcel to the carrier within three calendar days and provide tracking information. The carrier's first acceptance record establishes the dispatch date; the parcel does not need to reach Hong Kong within that period.
Change-of-mind returns must be unworn, undamaged and unaltered. Include the original packaging, accessories and gifts associated with the returned items. You pay the direct return shipping cost.
A return material fee equal to 50% of the returned merchandise amount actually paid after discounts is deducted from the merchandise refund. This is a fixed-percentage policy charge, not an itemized assessment of actual material loss. We do not make an additional deduction for outbound shipping.
These change-of-mind return conditions and fees do not apply to mandatory remedies for defects, seller errors or misdescription, or where prohibited by applicable law.
3. Personalized items
Items made using a customer's photos, name, engraving or other personal details are not eligible for voluntary change-of-mind returns. This does not exclude remedies for a verified quality problem, seller engraving error, incorrect item or material mismatch with the agreed description.
4. Quality problems and seller errors
If there is a problem with your item, email your order number, a description of the issue and photos or other available supporting information to support@mineralora.com.
For a verified quality problem or seller engraving error involving a non-gemstone item, we provide a full refund of the affected item's paid amount without requiring its return.
For a verified quality problem involving gemstone jewelry, contact us for return instructions. CRAFTDIY pays the necessary return shipping cost and refunds the affected item's paid amount. The 50% return material fee does not apply. These procedures do not restrict other remedies or earlier deadlines required by applicable law.
Natural stones can vary in color, texture, inclusions and shape within the product description. Natural variation is not a blanket exclusion for damage, incorrect material or a material mismatch with the advertised description.
5. Sets and partial returns
Eligible gemstone pieces may be returned separately from jewelry sets, including sets that also contain personalized items. Personalized items remain excluded from voluntary change-of-mind returns.
The set's actual merchandise payment after all applicable discounts is allocated in proportion to the individual selling prices at the time of the order. A change-of-mind return of a gemstone piece is calculated using that piece's paid allocation. The 50% return material fee applies only to that allocation, not to the entire set.
If one piece has a verified quality problem and you keep the other pieces, we refund the affected piece's full paid allocation without the change-of-mind return fee. The gemstone and non-gemstone return procedures above still apply. This provision does not determine remedies for a request involving the entire set. Mandatory rights remain unaffected.
6. Gemstone jewelry exchanges
Contact us before returning gemstone jewelry for a voluntary style exchange. You pay the exchange shipping costs. Any price difference is confirmed before the exchange and refunded or collected as appropriate. This does not create a change-of-mind exchange entitlement for personalized items.
7. Refund processing
Within three business days after receiving a returned item, we complete the inspection and initiate any eligible refund. For an approved refund that does not require a return, we initiate the refund within three business days after verifying the claim. An earlier mandatory deadline prevails where applicable.
Refunds go to the original payment method, not a coupon or store credit in place of money. Any required tax adjustment is handled under applicable law. The time taken by your bank or payment provider to post the refund is separate from our processing time.
8. Return address and contact
Contact us for return instructions before sending a parcel. This administrative step does not remove mandatory consumer rights.
CRAFTDIY
Room 1101, 11/F, Remington Centre
23 Hung To Road, Kwun Tong
Kowloon, Hong Kong
Email: support@mineralora.com. We reply within two business days. Business days are Monday through Friday, excluding weekends and Hong Kong public holidays, using Hong Kong time.
9. Wholesale and sampling
Contact us through the existing social-media channels on our website for wholesale and sample enquiries. Goods, sample charges, freight, payment, lead times and order-specific cancellation or refund arrangements are confirmed in a separate written quotation or agreement before payment. U.S. retail free shipping does not apply to wholesale or sample orders. No separate agreement excludes mandatory rights where they apply.
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