Return & Refund Policy

Last Updated: October 21, 2026

At Craftello, we want you to feel confident when shopping for creative toys, building sets, and pretend-play tool kits. If your purchase does not meet your expectations, our return and refund policy is designed to provide a clear and straightforward way to request assistance.

We offer free returns and refunds within 30 days, subject to the conditions described below and applicable consumer protection laws.

1. 30-Day Return Window

You may request a return or refund within 30 days of receiving your order.

To help us process your request, please contact us within this 30-day period and provide your order number, the email address used at checkout, and a brief explanation of the issue.

We recommend contacting us before sending any item back. Our support team will provide the appropriate return instructions.

2. Eligibility for Returns

To help us review your request, returned products should, where reasonably possible:

• Be in their original condition, with all included parts, accessories, and components.

• Include original packaging where available.

• Be accompanied by valid order information or proof of purchase.

• Not show damage caused by misuse, unauthorized modification, or improper handling after delivery.

We understand that a product may need to be opened or inspected to determine whether it is suitable. We will consider the circumstances of each request fairly.

These conditions do not limit any mandatory consumer rights that may apply to your purchase.

3. Free Returns

Craftello offers free returns within the 30-day policy period.

Please contact support@craftello.quest before shipping an item back. We will review your request and explain the return procedure, including any return shipping arrangements that apply.

Do not send returns to our business address unless our support team specifically instructs you to do so.

If a return is approved, we will provide instructions for completing the return without charging a return shipping fee under this policy.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as reasonably possible.

Include the following information:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging, where applicable.

After reviewing the information, we will explain the available resolution. Depending on the circumstances and applicable requirements, this may include a replacement, return, or refund.

Please retain the affected product and its packaging until we provide further instructions.

5. How to Request a Return or Refund

Follow these steps to submit a request:

Step 1: Contact our support team. Email support@craftello.quest with the subject line "Return or Refund Request."

Step 2: Provide your order details. Include your order number, purchase email, product name, and reason for the request.

Step 3: Wait for instructions. Our team will review the information and advise you on the next steps.

Step 4: Follow the approved return procedure. If a return is necessary, use the instructions supplied by our support team.

Step 5: Refund processing. Once the applicable review or return process is complete, we will confirm the outcome and initiate any approved refund.

6. Refund Method and Processing Time

Approved refunds will generally be issued to the original payment method used at checkout, unless another method is agreed upon or required by law.

After a refund is initiated, the time it takes to appear in your account may depend on your payment provider, bank, card issuer, or financial institution.

We will communicate the status of your request where appropriate. If a refund does not appear within the expected timeframe provided by your payment provider, please contact that provider for further assistance.

7. Exchanges and Replacements

If you receive a defective, damaged, or incorrect item, please contact us to discuss an appropriate resolution.

Where an exchange or replacement is available and suitable, we will explain the available options. Product availability may affect whether an identical replacement can be provided.

8. Cancellations and Orders Already Shipped

If you wish to cancel an order, contact us as soon as possible with your order number.

We will make reasonable efforts to assist if the order has not yet been processed or dispatched. However, cancellation cannot be guaranteed once fulfillment or shipping has begun.

If the order has already shipped, you may contact us to discuss the applicable return procedure. Your statutory cancellation and return rights, where applicable, remain unaffected.

9. Items That May Require Additional Review

Requests involving missing components, products showing signs of misuse, or claims submitted outside the stated 30-day period may require additional review.

We will assess such requests based on the available information, the circumstances of the purchase, and any applicable legal obligations. Nothing in this section excludes remedies that must be provided under applicable law.

10. Shipping Charges and Refunds

Craftello offers free worldwide shipping. We also offer free returns within the 30-day policy period under the arrangements provided by our support team.

Where a refund is approved, we will explain which amounts are refundable. Any treatment of taxes, duties, or other charges will depend on the original transaction and applicable law.

11. International Orders

Customers ordering from outside Canada should be aware that customs procedures, import taxes, and local regulations may vary by destination.

If an international order requires a return, contact our support team before shipping the item. We will provide instructions appropriate to the request and destination.

12. Contact Us

For return, exchange, or refund assistance, please contact:

Craftello
Email: support@craftello.quest
Phone: +1 (604) 671-0574
Address: 9 Alameda Crt, Kelowna, British Columbia V1V 1C6, Canada
Website: https://craftello.quest

We appreciate your trust in Craftello and will do our best to make the resolution process clear and convenient.

This policy does not remove or restrict any rights or remedies that consumers may have under applicable law.