Last updated: 24/10/2025

At The Craft City, we value customer satisfaction and aim to resolve all refund requests quickly, fairly, and transparently. This Refund Policy explains when refunds may be provided, how refund decisions are made, and how funds are returned to customers. All refunds are processed exclusively through PayPal, our secure payment partner.

This policy is written to ensure clarity, reduce misunderstandings, and comply with Google Merchant Center transparency standards.

1. Eligibility for Refunds

Refunds may be issued when one of the following conditions is met:

  • The product is defective due to manufacturing or printing errors.
  • The product received is incorrect, including wrong design, wrong color, or wrong item.
  • The wrong size was sent compared to the size selected in the customer’s order.
  • The product arrived significantly damaged during shipment due to improper packaging.

Refunds are not available for the following situations:

  • Incorrect size selected by the customer
  • Change of mind after purchase
  • Minor color variations caused by digital screens
  • Delays caused by USPS, customs, or external logistics issues
  • Normal wear and tear after use

For cases involving non-defective items, customers may refer to our Returns Policy.

2. Refund Request Timeframe

To qualify for a refund:

  • Customers must submit a refund request within 7 days of receiving the product.
  • Requests must be sent to support@thecraftcity.com and include:
    • Order number
    • Clear photos of the issue
    • A brief description of the problem

Our support team will review your request within 2 business days and respond with a confirmation email and the next steps.

3. Refund Method

All refunds are processed through PayPal, the same payment method used during checkout.

Refund types include:

  • Full Refund (100%) for confirmed defective or incorrect products
  • Partial Refund, when agreed mutually with the customer
  • Replacement instead of refund (optional)

Refunds cannot be issued to another payment method other than the original PayPal account used for the purchase.

4. Refund Review & Approval Process

Once a refund request is received:

  1. Our team reviews the evidence (photos, description, order details) within 1–2 business days
  2. We may contact the customer for additional information
  3. A final decision will be emailed clearly and transparently
  4. If approved, refund processing will begin immediately

This process ensures fairness while preventing fraud or abuse.

5. Processing Time

After a refund is approved:

  • PayPal refund processing usually takes 1–3 business days
  • A confirmation email will be sent once the refund is successfully issued
  • Depending on PayPal’s policies, it may take additional time for the refund to reflect in the customer’s account balance

We will keep customers updated through email at each important step.

6. Communication & Transparency

All communication regarding refunds is handled through email:

support@thecraftcity.com

We are committed to:

  • Responding quickly (within 24–48 hours)
  • Explaining decisions clearly
  • Providing written confirmation for any refund
  • Ensuring every customer understands the outcome and next steps

Our goal is to maintain a high level of trust and provide a smooth refund experience.

7. When Returns Are Required

In some cases, we may request customers to return the item before issuing a refund.

Returns should be shipped to our Vietnam facility:

The Craft City
Tổ 7, Khu Đô Thị TNR Đông Mỹ
Thành Phố Thái Bình
Tỉnh Thái Bình
Việt Nam
Phone: +84 587 282 880
Phone(US): +1 (214)555-1234

Customers will be informed in advance by email if a return is required.

8. Non-Refundable Situations

Refunds cannot be issued if:

  • Evidence of defect is insufficient
  • The customer provided incorrect shipping details
  • The product has been worn, used, or washed
  • The item is returned without authorization
  • More than 7 days have passed since delivery
  • The issue is caused by customer error during order placement

These conditions help ensure fairness and reduce operational risks.

9. Contact Information

For questions or refund assistance, please contact:

Email: support@thecraftcity.com
Phone: +84 587 282 880
Phone(US): +1 (214)555-1234
Address (Vietnam Office): Tổ 7, Khu Đô Thị TNR Đông Mỹ, Thành phố Thái Bình, Tỉnh Thái Bình, Việt Nam
Business Entity (US): MMOJSC LLC, 1942 Broadway Ste 314C, Boulder, CO 80302, USA

We typically reply within 24–48 business hours.