Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@craftworksnw.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@craftworksnw.com.

There are additional requirements, terms, conditions, and exclusions that are outlined below, and if you are considering initiating a return, it is advised that you review the information below before initiating a product return.


Product Damage
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

For more details on orders that are received as damaged, defective, or simply lost, please review our Shipping Policy page.


Exceptions / Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Gift cards are ineligible for returns, as well as discounted bulk ordered products.


Exchanges
Customizable products that have been personalized, in any way, are ineligible for any exchange.

Customizable products that have NOT been personalized ARE eligible for exchange.

Where workmanship, or product defects are the cause for an exchange request, we will require that photographs be provided that show and highlight the defect/workmanship issue that is in question. Please make sure that the photos are well lit, and are of sufficient quality that we will be able to clearly see the subject that is at issue.

All associated shipping costs for exchange requests that are determined to be due to workmanship, or product defects will be at the expense of Craftworks NW, and you will be provided a shipping label to return the product.

Where exchange requests are initiated due to change of heart, or orders that were placed due to customer error are the cause for the exchange request, all associated shipping costs are to be borne by the customer. No free shipping offers are available, or offered for product exchanges.

No return box, or packing will be provided by Craftworks NW, so we advise customers who may be considering initiating a refund request to not throw away any packaging, or contents. It is also advisable to send products that are approved for exchanged with the original packing slip, as well as writing the order number on the outside of the box.

All products that are approved for exchange will be evaluated upon arrival at our facility prior to the issuance of any exchanges.

Exchanges where the conditions are related to defective material/workmanship are exempt from the evaluation requirement to qualify for the exchange.

Product exchanges where the customer has a change of heart, or ordering error (such as incorrect color being selected), will be subject to inspection upon arrival. As long as the returned product has not been damaged, no penalties/withholdings/fees will be imposed on the customer.


Refunds/Order Cancellation

Order cancellations, for any reason (excluding cancellations due to product unavailability/back order), are subject to a 20% restocking fee.

  • Special order products have additional terms and conditions (read below).

Restocking fees withheld are based on the base product price only.

  • Shipping charges, and customization charges are exempt from any restocking fee withholding, and are refunded in full in the event of order cancellation.

Special Order Purchase Terms & Conditions

  • All orders for special order product will be delayed for a period of time, after the order has been placed, and paid in full. This period of time is referred to as a cooling period.
  • After the cooling period has elapsed, the special order will be subject to withholding of a non-refundable down payment, and no longer be eligible for a full refund.
  • Generally, the cooling period for special order products is 72 hours after the order has been placed. Exclusions outlined below:
    • Full sized leatherette sheet stock cooling period: 48 hours after order placement
    • By-the-roll leatherette sheet stock cooling period: 48 hours after order placement
  • All special order products require a non-refundable down payment for the special order to be placed through our suppliers/manufacturers.
    • Non-refundable down payments will be withheld by Craftworks NW, LLC in the event of a cancellation request on special order products that are placed beyond the applicable cooling period.
    • Unless otherwise specified below, the non-refundable down payment for special order products is 50% of the invoiced subtotal (excluding shipping, and taxes), after the cooling period has elapsed:
      • Full sized leatherette sheet stock order eligible refund amount: 25% of the invoiced subtotal.
      • By-the-roll leatherette sheet stock order eligible refund amount: 40% of the invoiced subtotal.
  • Shipping charges are fully refundable, and are not subject to withholding upon cancellation.
  • Sales tax that is refunded will be prorated, based on the final amount of withholding.
    • Additional, product-specific lead times for special order items are an additional consideration, so it is advised to request this information prior to placing an order for a special order product, as lead times of a minimum of 30+ days may be encountered. Longer lead times of 3+ months are not uncommon for many larger, internationally sourced special-order products, due to current and ongoing shipping issues at the ports of entry.
      • Lead times will vary from product to product for reasons and conditions that are beyond our control.
        • For any special order product, it is recommended that customers inquire about current lead time estimates prior to placing any special order.
      • Cancellation requests on special orders due to longer than expected lead times are subject to non-refundable withholdings outlined above, when the request has been placed outside of the stated cooling period.
        • Projected lead times are estimates provided to us by the manufacturer/supplier, and are by no means an assurance, or guarantee of a promised delivery date.
        • For this reason, we again strongly recommend requesting information about current lead times prior to placing an order for any special order product.
        • Some special order products may have rush/rapid/expedited production options available, which will be subject to additional fees/surcharges.
        • The most common source of extended lead times will come from products sourced internationally.
        • Special order products that are maufactured, and sourced in the United States (such as our Duets by Gemini products) will have much faster lead times (however, it is still advised to request current lead time information as a best practice).

    Customizable products that have been personalized, in any way, are ineligible for any refund.

    • If an order cancellation request has been made, and the order has already been personalized, is no longer eligible for cancellation, and will be fulfilled as the order was placed.

    Customizable products that have NOT been personalized ARE eligible for refund.

    Where workmanship, or product defects are the cause for an refund request, we will require that photographs be provided that show and highlight the defect/workmanship issue that is in question prior to return authorization. Please make sure that the photos are well lit, and are of sufficient quality that the subject of the complaint is clearly visible.

    All associated shipping costs for refund requests that are determined to be due to workmanship, or product defects will be at the expense of Craftworks NW, and you will be provided a shipping label to return the product.

    Where refund requests are initiated due to "change of mind", or orders that were placed due to customer error are the cause for the refund request, all associated return shipping costs are to be borne by the customer*. No free shipping offers are available, or offered for product refunds.

    No return box, or packing will be provided by Craftworks NW, so we advise customers who may consider initiating a refund request to not throw away any packaging, or contents. It is also advisable to send products that are approved for refund with the original packing slip, as well as writing the order number on the outside of the box.

    *Change of Mind Orders/Orders Placed in Error: If the total refund amount exceeds the return shipping charges, Craftworks NW will provide you with a return shipping label, and deduct the shipping fees from the eligible refund. Where the total refund amount does not, or is not expected to meet, or exceed the amount of eligible refund, no return shipping label will be provided, and you will need to make your own shipping arrangements to send the product back to Craftworks NW to receive a refund.

    **Additional Terms for Returns/Refunds of Orders that Qualified for Free Shipping: If the original order qualified for any free shipping promotion, discount, or program, and the amount of refund would bring the original invoice below the threshold to have triggered the original free shipping offer, the order will be retroactively disqualified from the applicable offer. In such instances, the cost of the original shipping label will also be deducted from the eligible refund amount.

    **This policy is in place, and strictly enforced to prevent the abuse and exploit of any free shipping program.

    All returns will be evaluated upon arrival at our facility prior to the issuance of any refunds.