This Exchange Policy applies to voluntary exchanges of physical goods purchased directly through our website. It is in addition to, and does not limit, any rights or remedies that cannot be excluded under applicable consumer law.
CraftDIYKit offers voluntary exchanges for eligible items if an exchange request is submitted by email to support@craftdiykit.com within 30 days after the delivery date shown in the tracking information.
If more than 30 days have passed since delivery, a voluntary exchange cannot be offered.
Each exchange request must include the following information:
- The order number (it should begin with “CDK”)
- The email address used to place the order
- The reason for the exchange
- Clear photos or videos of the item, where applicable
To qualify for a voluntary exchange, the item must be unused, unassembled, in the same condition in which it was received, complete with all parts and accessories, and, where reasonably possible, returned in its original packaging.
Voluntary exchanges are not available for the following, unless required by applicable law:
- Lost, damaged, or opened packaging
- Items reported more than 30 days after delivery
- Man-made damage
If an item is faulty, damaged, incorrect, or not as described, please contact support@craftdiykit.com as soon as reasonably possible after delivery or after the issue is discovered. These situations are handled separately from the voluntary exchange policy and may entitle the customer to a repair, replacement, price reduction, refund, or other remedy under applicable consumer law.
No item should be returned without prior authorization. Once the exchange request has been reviewed, the correct return address and return instructions will be provided by email. To help identify the return, the order number and contact details should also be enclosed in the return package where possible.
Unless applicable law requires otherwise, the direct cost of return shipping for a voluntary exchange is the customer’s responsibility.
Exchange requests are subject to review and stock availability. Once the returned item has been received and inspected, a notification will be sent by email. If the requested replacement item is unavailable, CraftDIYKit will contact the customer to discuss the available options, which may include an alternative item, store credit, or a refund, subject to the customer’s agreement and applicable law.
Customers are responsible for arranging and paying for their own return shipping. CraftDIYKit is not responsible for return parcels lost in transit. A tracked shipping service is strongly recommended.
