At CraftLuxur, we are committed to providing high-quality, personalized products. We want you to be completely satisfied with your purchase. In the rare event that something goes wrong, please review our Returns and Remake policies below to understand your options.

Returns Policy

Due to the custom-made and personalized nature of our products, we do not accept returns unless the error is on our part. However, if there is an issue with your order, we will do everything we can to resolve it. Below are the circumstances under which you may be eligible for a remake or other resolution:

• Damaged Items: If your product arrives damaged or defective, we will send you a replacement for the damaged item. For example, if only the box or a specific part (such as a chain) is damaged, we will send you just that part instead of the entire order.
• Incorrect Items: If you receive the wrong product or if the artwork or personalization is incorrect, we will resend the correct item or artwork.
• Missing Items: If your order is marked as “delivered” but you haven’t received it, please ensure that you’ve purchased Package Protection at checkout to be eligible for a replacement. If no Package Protection was selected, we are unable to process a remake for missing items.
• Stuck in Transit: If your order is stuck in transit for an unreasonable amount of time, we will investigate the situation. “Unreasonable” refers to delays that go beyond typical shipping times, including issues with customs or high-volume periods. We will work with you to find a solution based on the circumstances.

Important Notes:

1. Refunds: We do not offer refunds unless the issue is due to a mistake on our part.
2. Claims Timeliness: If your order falls into one of the above categories, please contact us within 30 days from delivery (for US orders) or 60 days for international orders with supporting evidence (e.g., photos or videos). We will assess your case and work with you to resolve the issue.

Remake Policy

If you encounter any issues with your order, we may offer a remake of your product under the following conditions:

1. Damaged or Defective Items: If an item, attachment, or packaging arrives damaged, we will only send a replacement for the damaged part of the order (e.g., a chain or box).
2. Incorrect Artwork or Wrong Product: If the artwork or the product you received is incorrect, we will send you the correct version of the item.
3. Missing Items: If your order is marked as delivered but reported as missing, Package Protection must have been enabled at checkout for a remake to be considered. Without Package Protection, we cannot offer a remake for missing items.
4. Stuck in Transit: If your order has been stuck in transit for an unreasonable period (e.g., more than 30 days or 15 days within the EU), we will review the case for a potential remake. This may take time, especially during busy periods or if customs processing is involved.

Remake Eligibility & Terms

1. Damaged or Poor Quality:

• The item must show as delivered.
• Claims for damaged or defective items must be made within 30 days from the date of delivery for US orders, or 60 days for international orders.

2. Tarnished Products:

• Remake requests for tarnished products may be denied if no care instructions were clearly displayed at the time of purchase. It is the seller’s responsibility to ensure that care instructions are clearly provided for tarnishable products.

3. Lost or Stuck in Transit:

• Orders that have had no movement for 30 days (or 15 days within the EU) from the date shipped may be reviewed for a possible remake. This decision will be made at management’s discretion based on the specifics of the case, such as the shipping duration and the circumstances surrounding the delay.
• Items stuck in customs or under “in clearance” status may still require additional time before being deemed lost, as customs processing can take longer than expected in some regions.

How to Request a Remake or Return:

If you believe your order qualifies for a remake or resolution under the conditions listed above, please contact our customer support team with the following information:

• Clear photos or videos of the damaged item, incorrect product, or packaging.
• A photo of the package the item came in, including the shipping label.
• Any additional details that may help us understand the issue and resolve it quickly.

Once we receive your request, we will review it and work with you to find the best solution.

Important Notes:

• Package Protection: For lost or missing items, Package Protection must be selected at checkout for eligibility to claim a remake. If no protection was purchased, we cannot process the claim for missing items.
• Claims Timeliness: Please submit your claim within the specified timeframes above. Claims made outside of the defined windows may not be eligible for a remake.

By purchasing from CraftLuxur, you agree to this Returns & Remake Policy. We are dedicated to ensuring your satisfaction, so please don’t hesitate to reach out if you have any concerns. Our team will do its best to address any issues and find an appropriate solution.