Return and Exchange Policy

This Return and Exchange Policy explains the procedures, eligibility, and responsibilities involved when returning or exchanging items purchased from craftedlodge.
It should be read alongside our Refund Policy and Order Cancellation Policy.

1. Eligibility for Returns and Exchanges

We accept returns or exchanges under the following circumstances:

• Items are damaged, defective, or not as described upon delivery.

• Products with significant color discrepancies or material defects.

• Wrong items delivered or products that do not match the order.

• In some cases, non-defective items may be returned or exchanged within a reasonable timeframe, following applicable rules.

Items must be returned in their original packaging whenever possible, including accessories, manuals, and any protective materials.

2. Timeframe for Returns

• Returns or exchanges should be requested within 30 days of receiving the order.

• Requests made outside this timeframe may not be eligible unless the item is clearly defective.

• For exchanges, approval and processing times may vary depending on stock availability.

3. Return Request Procedure

To initiate a return or exchange:

1. Contact our customer service team by email or phone, providing:

   • Order number

   • Payment receipt

   • Reason for return or exchange

   • Relevant photos or videos showing the product condition

2. Our team will review the request and, if approved, provide a return address and instructions for shipping the item back.

3. Carefully pack the item for return to prevent further damage during transit.

4. Inspection and Processing

• Returned items are inspected to verify the reported issue.

• If the return or exchange criteria are met:

  • Refunds will follow the Refund Policy, with the refunded amount usually appearing in your account within 3–7 business days depending on your bank or card issuer.

  • Exchanges are processed and shipped within 1–3 working days after inspection, depending on stock availability.

Customers are notified once inspection is complete and the next steps are confirmed.

5. Shipping Costs and Responsibilities

• • For items returned due to defects, damage, or incorrect shipment, we cover the shipping costs.

  • Returns or exchanges for personal reasons (non-defective items) are the customer’s responsibility.

  • Packages must be properly labeled and shipped to the address provided. Improper packaging or untracked shipments may delay processing.

6. Items Not Eligible for Return or Exchange

• Products that have been used, altered, or damaged by the customer.

• Items returned without the original packaging or missing essential components.

• Clearance items or promotional products may be subject to separate terms, which will be indicated at the time of purchase.

7. Contact Information

For all return or exchange inquiries:

Street Address: 1213 Misty Dr, Midlothian, TX, 76065, US
Customer Service Phone: +1 (346) 766-4457
Customer Service Email: europcare@craftedlodge.com
Business Hours (Australian Time): Monday to Friday, 09:00–12:00 & 14:00–18:00