Returns, Refunds & Disputes Policy

Kraft House is a marketplace for handmade, artisan-crafted, and custom-made products. Each item listed on the Platform is created by an independent artist, and the majority of orders — particularly custom orders — are produced specifically for you in response to your confirmed specifications. This means that the standard retail principle of "return it if you change your mind" does not apply to most purchases on Kraft House. However, we take quality, accuracy, and customer satisfaction seriously. If your order arrives damaged, is materially different from what was agreed, or is otherwise defective, you have clear rights under this policy, and we will work to resolve the issue fairly and promptly.

A custom order is any order where the product is made to your specifications — including personalised items, made-to-measure pieces, bespoke colour or material choices, or any item produced specifically for you that is not already available as a ready-made, in-stock listing. When you can cancel: You may cancel a custom order at any time before the artist begins production and receive a full refund of the amount you paid. There are no cancellation fees and no deductions for this type of cancellation. How production start is communicated: When the artist begins working on your custom order, they will notify you through the Kraft House Platform messaging system. This notification marks the start of the production window and closes the no-questions-asked cancellation period. We strongly encourage you to review all order details carefully and raise any concerns with the artist through the Platform before this point. How to cancel before production starts: To cancel your custom order before production begins, please contact us at hello@krafthouse.in with your order ID and a request to cancel. We will confirm the cancellation status with the artist and process your full refund as soon as the cancellation is confirmed.

Once an artist has begun production on your custom order and has notified you through the Platform, the standard cancellation window is closed. Custom orders that are in production cannot be cancelled as of right , and refunds are not guaranteed at this stage. However, we understand that exceptional circumstances arise. If you need to request a cancellation after production has started, please write to us immediately at hello@krafthouse.in with your order ID, the reason for your request, and as much notice as possible. We will review your request with the artist on a case-by-case basis. If you need to request a cancellation after production has started, please write to us immediately at hello@krafthouse.in with your order ID, the reason for your request, and as much notice as possible. All post-production cancellation requests are reviewed directly by the Kraft House team. Our team will assess the request by consulting with the artist, reviewing the stage of work completed, and evaluating the circumstances of the cancellation. Based on this review, the Kraft House team will communicate to you in writing whether you are eligible for a refund and, if so, whether it will be a full or partial refund. If a partial refund is applicable, our team will clearly inform you of the exact amount you will receive before any action is taken. The decision of the Kraft House team on post-production cancellations is final. Important: Custom orders are non-returnable once completed as agreed. Please confirm all specifications — size, colour, material, personalisation details — with the artist through the Platform before your order enters production.

A completed custom order that has been made in accordance with the specifications you agreed with the artist is not eligible for return or refund on the grounds that you have changed your mind, that you no longer want the item, or that you are dissatisfied with the aesthetic outcome of a handmade piece within the agreed specifications. Handmade items naturally carry small variations in texture, colour depth, and finish that are inherent to the craft process and are not considered defects. These characteristics are part of what makes each handmade piece unique, and they do not constitute grounds for a return. We encourage you to discuss any concerns about the expected appearance or finish of your item with the artist before confirming your order.

A ready-made order is a pre-existing, in-stock item that has not been customised or produced specifically for you. Ready-made orders may be returned under the following conditions:

● Return window: You must initiate a return request within 7 days of the date of delivery to your confirmed address. Return requests submitted after this window will not be accepted.

● Condition of the item: The item must be returned unused, in its original condition, and in its original packaging . Items that have been used, washed, assembled, modified, or returned without their original packaging will not be accepted for return and will be sent back to you at your cost.

● Who pays for return shipping: Return shipping costs are borne by the customer. You are responsible for arranging the return shipment and for ensuring that the item is adequately packaged to prevent damage in transit. We recommend using a trackable shipping service, as Kraft House cannot be held responsible for items that are lost or damaged during the return journey.

● How to initiate a return: Write to us at hello@krafthouse.in with your order ID, the reason for your return request, and photos of the item in its current condition. We will confirm whether your return is eligible and provide you with the artist's return address within 2–3 business days of receiving your request. If your return is accepted and the returned item is received by the artist in the condition described above, we will process your refund within 5–7 business days of the artist confirming receipt of the return.

If your order arrives physically damaged, visibly defective, or is materially different from the product described and agreed at the time of order, you are entitled to raise a dispute and receive a remedy. This applies to both ready-made and custom orders. What qualifies: A damaged item means one that has sustained physical damage during shipping or handling that was not visible at the time of dispatch. An incorrect item means one that does not match the product description or the specifications agreed with the artist. A defective item means one with a manufacturing or craftsmanship flaw that makes it unfit for its intended purpose. What does not qualify: Minor handmade variations — such as slight colour differences, natural imperfections in hand-stitching, small texture variations in hand-poured wax or hand-thrown clay, or small deviations in dimensions within a reasonable tolerance — are inherent to the handmade process and are not considered defects unless they were explicitly warranted otherwise by the artist at the time of order. How to raise a damaged or incorrect item claim:

● Contact us at hello@krafthouse.in within 48 hours of delivery with your order ID.

● Attach clear photographs of the damaged or incorrect item, including photos of the outer packaging if it was visibly damaged in transit.

● Provide a brief written description of what you received versus what you expected or ordered. We aim to acknowledge all damaged or incorrect item claims within 24 hours of receipt and to resolve them within 7 working days . Depending on the nature of the issue, the resolution may involve a full refund, a partial refund, a replacement (where the artist is able to produce one), or another remedy agreed between all parties.

To initiate a refund, the customer must first raise a written dispute with the Kraft House team at hello@krafthouse.in with their order ID, a clear description of the issue, and any supporting evidence such as photographs. Refunds are not processed automatically — every refund request is reviewed end to end by the Kraft House team before any decision is made. Once the dispute is submitted, our team will evaluate the request thoroughly, taking into account the order details, the artist’s response, delivery records, and any evidence provided by both parties. Based on this evaluation, the Kraft House team will communicate to the customer in writing whether they are eligible for a refund, and whether it will be a full or partial refund. If a partial refund is determined to be applicable, the Kraft House team will calculate the refund amount based on a fair assessment of the circumstances and clearly inform the customer of the exact amount before it is processed. The customer is expected to accept the partial refund decision made by the Kraft House team. Once the Kraft House team has communicated its decision, the customer must not raise any further dispute with the artist regarding the refund — all refund matters are handled solely by Kraft House, and disputes between customers and artists over refund amounts will not be entertained. The decision of the Kraft House team on all refund matters is final. Approved refunds are processed through Cashfree Payments to the original payment method used at the time of purchase and will reflect in the customer’s account within 5–7 business days of the decision being communicated.

If you believe you are entitled to a remedy under this policy and have not been able to resolve the issue directly with the artist through the Platform's messaging system, you may raise a formal dispute with Kraft House. We act as a neutral facilitator in disputes between customers and artists. To raise a dispute:

● Email us at hello@krafthouse.in with the subject line: "Dispute — Order ID [your order ID]".

● Include your full name, the order ID, a clear description of the issue, and any supporting evidence (photographs, screenshots of Platform messages, or any other relevant documentation).

● Submit your dispute within the applicable timeframe: 48 hours of delivery for damaged or incorrect item claims; 7 days of delivery for ready-made return requests. We aim to resolve all disputes within 7 working days of receiving the complete details of your claim. If we require additional information from you or from the artist in order to reach a fair resolution, we will contact you within that timeframe. Our dispute resolution process is final and binding on both customers and artists as users of the Kraft House Platform. If you are dissatisfied with the outcome of a dispute resolved by Kraft House, you retain the right to seek independent legal remedies under applicable Indian law.

A chargeback is a reversal of a payment initiated directly through your bank or card issuer, bypassing Kraft House's internal dispute resolution process. While you have the legal right to raise a chargeback with your bank, we strongly encourage you to contact us at hello@krafthouse.in first, as most issues can be resolved faster and more straightforwardly through our direct dispute process. If a chargeback is raised against a Kraft House transaction:

● Cashfree Payments will notify Kraft House and freeze the relevant transaction amount pending resolution.

● Kraft House will submit evidence to Cashfree — including order confirmation, delivery proof, and communication records from the Platform — within the required response window.

● The chargeback will be adjudicated by the acquiring bank, whose decision is final. This process typically takes 45–90 days .

● If the chargeback is resolved in your favour, your refund will be issued by Cashfree Payments directly. Raising a chargeback in respect of a valid, duly delivered order — or in an attempt to obtain a refund to which you are not entitled under this policy — is considered fraudulent conduct and may result in the suspension or permanent closure of your Kraft House account.

For clarity, the following items and circumstances are excluded from our returns and refunds policy:

● Custom orders that have been completed in accordance with the agreed specifications.

● Ready-made items returned more than 7 days after the confirmed delivery date.

● Items returned in used, altered, washed, assembled, or damaged condition, or without original packaging.

● Items where the claimed issue relates to minor handmade variations that are inherent to the craft process and are within a reasonable tolerance of the agreed specifications.

● Digital or downloadable items, where applicable.

● Items that have been personally customised or embossed with names, initials, dates, or other personal details, unless the item is defective or incorrect.

● Disputes raised outside the applicable timeframes stated in this policy.

For all returns, refund requests, and dispute submissions, please contact us at the details below. We are committed to resolving all queries promptly and fairly. Kraft House Customer Support Email: hello@krafthouse.in Subject line for disputes: "Dispute — Order ID [your order ID]" Subject line for returns: "Return Request — Order ID [your order ID]" Response time: within 24–48 hours on business days Kraft House is based in Hyderabad, Telangana, India. Kraft House — Celebrating the art of making.