Refund policy
Refund & Returns Policy
Last updated: June 2025
First and foremost, we at ARTWECRAFT value customer satisfaction as one of our main priorities. We work hard to make sure that every order meets the highest standard. We try our best to ensure that our products do not have to be returned.
Custom Products
(Custom 3D Figurines, Custom Photo Puzzles, Custom Mousepads)
Our custom products are fully personalised and made specifically for you. Because of this, the items have no resale value once made and all custom products are strictly non-refundable under normal circumstances, in line with industry standard.
However, in the case of unforeseen circumstances, we re-evaluate each order on an individual basis and may offer to redo the item for free based on the outcome of the original order.
We request all customers to provide clear, high-quality photos when placing their order. If for any reason you are unhappy with the end product, please contact us first so we can assess what can be done.
Our policy window is 48 hours from the time you receive your product. Please contact us within 48 hours of receiving your order if you are dissatisfied. Based on our evaluation, we may offer to redo the item with or without any additional cost.
If your item is broken or damaged during shipping, we will send you a replacement free of charge.
Non-Custom Products
(Standard / Ready-Made Products)
If you have a valid reason and the product is not as described, and no other mutual agreement is reached, you will need to return the item within 48 hours of receipt.
To initiate a return, contact us at artwecraft@gmail.com and we will provide you with the return address. Please do not send items back without contacting us first.
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund. If approved, your refund will be processed based on the merit of the request and credited to your original payment method within a certain number of days.
Order Cancellations
You may cancel your order for a full refund within 48 hours of placing it, before production begins. Once production has started, cancellations are no longer accepted.
To cancel, email artwecraft@gmail.com immediately with subject line: CANCEL ORDER #[your order number].
Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again
- Contact your credit card company — it may take time before the refund is officially posted
- Contact your bank — there is often processing time before a refund appears
- If you have done all of the above and still have not received your refund, email us at artwecraft@gmail.com
Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item, email us at artwecraft@gmail.com with your order number and photos of the issue.
Shipping Returns
To return a product, contact us first at artwecraft@gmail.com and we will provide you with the appropriate return address based on your location.
You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
Depending on where you live, the time it takes for your exchanged or replacement product to reach you may vary.
If you are shipping an item worth over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.
Contact Us
For any refund or return queries, email artwecraft@gmail.com. We respond within 24 hours, Monday to Friday.