Refund policy

1. Free Pre-Purchase Advice (购买前免费咨询)
We are committed to ensuring 100% customer satisfaction and are happy to answer any questions regarding the suitability of your ordered product for your intended use. Please note that many of our products are large, custom-made, or cannot be shipped via standard post, making returns extremely costly. If you have any doubts about size, fit, or application, please do not hesitate to contact us before purchasing to avoid unnecessary expenses.
We strive to provide clear, detailed product descriptions and comprehensive size guidance on our website, and we strongly recommend that all customers review product specifications, dimensions, and compatibility information carefully before placing an order. Unfortunately, we are unable to offer goods 'on approval' (trial orders) as a general policy. However, samples of low-value items may be requested for potential bulk orders exceeding 100 units, subject to approval.
2. Damaged or Faulty Goods (商品损坏 / 质量问题)
We carefully inspect and pack every order to the highest standards, but damage may occasionally occur during transit. If you receive damaged, defective, or faulty goods, please notify us within 7 calendar days of delivery so we can resolve the issue without delay.
To help us process your claim quickly:
Please forward clear photos/videos of the damaged item, packaging, and shipping label to cjcraftive@outlook.com
Include your order number and a detailed description of the issue
We will assess the damage and determine the best solution: replacement part, full item reshipment, or full refund
We will keep you updated at every step and advise you if we need to arrange collection of the damaged item
We will cover all return shipping costs for damaged or faulty goods, and prioritize your replacement/refund to minimize inconvenience.
3. Packing Errors (包装错误 / 漏发 / 错发)
We make very few packing mistakes and sincerely apologize for any errors, omissions, or incorrect items in your order. We will correct all mistakes as quickly as possible at no cost to you.
Important Notice: We kindly ask all customers to unpack and inspect their order within 7 calendar days of receipt. If you cannot locate an item, please empty all boxes thoroughly, as certain small components may be packed between other items for safe transit.
If you confirm an error, please contact us at cjcraftive@outlook.com with your order number and details of the missing/incorrect item. We will arrange for the correct item to be shipped to you immediately, or issue a full refund for the missing item, at your choice.
4. Returns & Refunds (退货与退款政策)
4.1 Eligibility for Returns
Unused, resalable items: Returns are accepted within 30 days of delivery, provided the item is in its original, unopened, undamaged packaging, and in resalable condition.
Custom-made, personalized, or large items: Due to their custom nature, these items are not eligible for return or refund unless they arrive damaged or faulty.
Clearance/sale items: Final sale, no returns or refunds.
4.2 Return Process
Contact us at cjcraftive@outlook.com within 30 days of delivery to request a return authorization (RA) number. Returns without an RA number will not be accepted.
Ship the item back to our designated return address at your own cost (we do not cover return shipping for change-of-mind returns).
Once we receive and inspect the item, we will process a full refund (minus original shipping costs) to your original payment method within 5-7 business days.
4.3 Refunds
Refunds will be issued to the original payment method used for purchase.
Refund processing time depends on your payment provider, but typically takes 5-10 business days to reflect in your account.
Original shipping costs are non-refundable for change-of-mind returns.
5. Shipping & Delivery (配送说明)
We ship worldwide, with standard and expedited shipping options available at checkout.
Delivery times are estimates only and are not guaranteed, as delays may occur due to customs, weather, or carrier issues.
We are not liable for delays caused by third-party carriers or customs clearance.
For large items, we will provide a tracking number and coordinate delivery with you directly.
6. Contact Us (联系方式)
For all pre-purchase questions, returns, damaged goods, or order issues, please contact us at:
📧 Email: cjcraftive@outlook.com
We aim to respond to all inquiries within 24 business hours.