Refunds & Returns.

1. Quick summary

We stand behind everything we handcraft. Here’s the short version:

• Retail returns: within 7 days of delivery, for defects or unopened items in original packaging.
• Transit damage: replaced free within 30 days on presentation of unboxing photos.
• Wholesale returns: per PO contract terms.
• Custom & BYOB orders: non-refundable once production begins.

2. Retail returns

Retail purchases can be returned within 7 days of delivery if:

• The item is unused, in its original packaging, and in resalable condition.
• All original tags, story inserts, and care cards are included.
• Original invoice or order confirmation is provided.

Please note that because our products are handcrafted from real donor bottles, natural variation in tint, embossing, label placement, and dimensions (typically ±5\u201310mm) is intrinsic to the craft and does not qualify as a defect for return.

Return shipping costs for change-of-mind returns are the customer’s responsibility. Once the returned item is received and inspected, we will process the refund to your original payment method within 7\u201310 business days.

3. Transit damage and manufacturing defects

Under our breakage guarantee, any item damaged in transit or with a genuine manufacturing defect will be replaced free of charge within 30 days of delivery. To claim:

1. Take clear photos of the damaged item and the packaging (both the outer carton and internal packaging) within 48 hours of delivery.
2. Email the photos to hello@krystalkraft.in with your order number.
3. Our team will confirm within 2 business days and arrange a replacement or refund.

We may request return of the damaged item for our quality-control review before dispatching a replacement. Return shipping in this case is at our cost.

4. Non-returnable items

The following are non-returnable and non-refundable:

• Custom orders, personalized items, and BYOB pieces (once production begins).
• Items showing signs of use, damage, or modification post-delivery.
• Items returned after 7 days from delivery, unless covered by our transit-damage guarantee.
• Sample orders (which are separately quoted and are non-returnable by design).

5. Wholesale and B2B orders

Wholesale and B2B orders follow the terms specified in the purchase order (PO) issued to the buyer. In general:

• Advance payments (typically 50%) are non-refundable once production begins.
• Cancellation before production begins is allowed against a small administrative fee.
• Transit damage is replaced under the standard breakage guarantee.
• Batch-level manufacturing defects (as agreed by both parties during quality inspection) are replaced or credited against future orders.

Specific terms for your wholesale order will be documented in your PO confirmation.

6. Custom and BYOB orders

Custom orders — including BYOB, personalized items, and OEM/private-label production — are non-refundable once production begins.

Before production, we typically produce a mock-up or design document for your approval. Once you approve, we begin production and the order becomes non-refundable. If the finished piece deviates significantly from the approved mock-up in a way that’s attributable to our production error, we will remake the piece at no cost.

For BYOB specifically: in the rare case of donor-bottle breakage during production, we notify you immediately and offer either a full refund or a replacement piece from our standard collection.

7. How to request a refund or return

To initiate any return, refund, or damage claim:

1. Email hello@krystalkraft.in or WhatsApp +91 92271 05490.
2. Include your order number, the reason for the return, and (for damage claims) photos.
3. Our team responds within 2 business days with next steps.

8. Refund processing timing

Once a refund is approved, we process it to the original payment method within 7\u201310 business days. Depending on your bank or card provider, it may take an additional 3\u20135 business days for the credit to appear on your statement.

9. Contact

For any questions about this policy or a specific order:

Krystal Kraft
Vadodara, Gujarat 390001, India
Email: hello@krystalkraft.in
Phone / WhatsApp: +91 92271 05490