refund and returns policy

Effective Date: 19/11/2024
Last Updated: 20/01/2025

At OrigoCraft, we are committed to providing high-quality service to our customers. If you are not satisfied with your purchase, you may request a return or refund in accordance with the following policy.

Return Policy

1. Return Conditions

You may request a return within 14 days of receiving your order, provided the items meet the following conditions:

• The item must be unused, undamaged, and in its original condition, including all packaging and tags.

• The item must not fall under the non-returnable categories (e.g., personalized items, opened perishable goods such as candles, diffusers, or incense).

2. Non-Returnable Items

The following items are not eligible for return:

• Customized Items: Any items personalized upon request, such as engraved or specially designed products.

• Opened Perishable Goods: Items like candles, diffusers, and incense cannot be returned once opened due to quality and hygiene reasons.

• Promotional Items: Items marked as non-returnable during purchase, such as clearance or sale items.

Return Shipping Costs

1. Unwarranted Returns (Change of Mind)
   Customers are responsible for the return shipping costs. Customers have the option to return items by either shipping them back independently or contacting OrigoCraft for assistance with the return.

   • Self-return: After submitting a return request and shipping the item back, a refund will be processed within 14 days.
   • OrigoCraft-assisted return: If you prefer OrigoCraft to handle the return, we will calculate the return shipping cost based on the current shipping rates from your location in Europe to China. After submitting your return request, you will receive a billing statement for the return shipping cost. Once the payment is made, our team will arrange the return shipping for you.

2. Warranted Returns (Defective or Incorrect Items)

• If the return is due to a product defect or if the item received does not match the description, OrigoCraft will cover the return shipping cost.
• Customers must provide proof (e.g., photos) to confirm the defect or error before proceeding with the return.

How to Return

1. Submit a Return Request

• Contact us at Contact us at customerservice@origocraft.com and provide the following information:
  1. Your order number
  2. Reason for the return
  3. Photos of the item (if there is a defect or discrepancy).

2. Receive Return Authorization
   Our customer service team will review your request and send you a return authorization email with the return address. The return process differs depending on whether you choose to handle the return yourself or prefer OrigoCraft to assist:

   • Self-return: You will receive the return address and instructions for shipping the item back at your own expense. Once the item is shipped, a refund will be processed within 14 days.
   • OrigoCraft-assisted return: You will receive a return shipping cost billing statement based on current shipping rates from your location to China. After you make the payment, we will arrange the return shipping for you.

3. Ship the Item

• Follow the instructions in the return authorization email to ship the item to the designated address.
• Ensure that the item is securely packaged to avoid damage during transit.

Refund Policy

1. Refund Method

• Refunds will be processed using the original payment method.
• If multiple payment methods are used, the refund will be proportionally allocated.

2. Refund Timeline

• Once we receive the returned item and confirm that it meets the return conditions, we will process the refund within 14 days.
• You will receive a confirmation email once the refund is completed. If the refund does not appear in your account within 14 days after processing, please contact your bank and provide the confirmation email to expedite the process.

Additional Notes

• Items returned without prior authorization will not be processed, and customers will be responsible for any related costs.
• If the item is damaged during return shipping, the refund amount may be affected. Please ensure that the item is properly packaged and consider using a reliable logistics provider.
• OrigoCraft reserves the right to make the final decision on all return requests.

Data Security

We adopt industry-standard security measures to protect your information, including:

• Encryption technologies to secure payment information.
• Regular security audits to prevent data breaches.
• Restricting employee access to data, limiting it to authorized purposes only.

While we strive to protect your data, no system can guarantee complete security. We recommend safeguarding your account credentials and avoiding sharing sensitive information with others.

Contact Us

For further assistance, please contact us:

• Email: customerservice@origocraft.com

Our customer service team will respond to your inquiry within 1-2 business days.