Refund policy

Return, Refund & Cancellation Policy

Effective Date: August 3, 2026

At CraftSupply24, customer satisfaction is our priority. We take great care in packing and dispatching every order. Please read this policy carefully before placing your order, as it explains the conditions for cancellations, returns, replacements, refunds, and store credit.

By placing an order on www.craftsupply24.com, you agree to the terms outlined below.

⚠️ IMPORTANT – MANDATORY UNBOXING VIDEO

To ensure a fair and transparent claims process, a complete unboxing video is mandatory for every order.

Customers must record one continuous, uninterrupted video starting before opening the sealed courier package until all products inside are clearly shown.

The video must clearly display:

The sealed outer package with the shipping label visible.
The package being opened in one continuous recording.
Every item received inside the package.
Any missing, damaged, broken, leaking, incorrect, or defective product.

Claims for missing items, damaged products, wrong products, leakage, or manufacturing defects will only be accepted if accompanied by this complete unboxing video.

The following will not be accepted as valid proof:

Videos recorded after the package has already been opened.
Edited or interrupted videos.
Only photographs without a complete unboxing video.

Without the required unboxing video, CraftSupply24 reserves the right to reject any claim.

Order Cancellation

Orders may be cancelled within 1 hour of placing the order or before dispatch, whichever occurs first.

Once an order has been packed, processed, or handed over to the courier partner, cancellation requests cannot be accepted.

To request cancellation, please contact:

Email: support@craftsupply24.com

Return Eligibility

Return requests must be submitted within 24 hours of delivery.

Products are eligible for return or replacement only if:

You received a damaged product.
You received the wrong product.
An item is missing from your package.
The product has a verified manufacturing defect.

To be eligible:

The product must be unused.
The product must remain in its original packaging.
All accessories, labels, and packaging materials must be included.
The mandatory unboxing video and supporting photographs must be provided.

CraftSupply24 reserves the right to inspect all returned products before approving any replacement or refund.

Products That Cannot Be Returned

For safety, hygiene, and quality reasons, the following items are not eligible for return, refund, or exchange:

Opened or used Epoxy Resin
Hardener
UV Resin
Alcohol Inks
Pigments
Mica Powders
Glitters
Resin Additives
Chemicals
Opened craft consumables
Customized or made-to-order products
Products damaged due to misuse or improper handling
Clearance or sale items

Customer Change of Mind

Returns or exchanges are not accepted if:

You ordered the wrong product.
You selected the wrong size or quantity.
You changed your mind after placing the order.
You no longer require the product.

Please review your order carefully before completing your purchase.

Damaged, Wrong, Missing or Defective Products

If you receive a damaged, incorrect, missing, leaking, or defective product:

Notify us within 24 hours of delivery.
Email us at support@craftsupply24.com.
Include:
- Order Number
- Description of the issue
- Complete unboxing video
- Clear photographs of the affected product

After verification, CraftSupply24 may, at its sole discretion:

Replace the product,
Issue a refund, or
Provide Store Credit.

Claims submitted after 24 hours of delivery may not be accepted.

Return Shipping

If the return is approved because of an error made by CraftSupply24 (wrong, damaged, missing, or defective product), return shipping costs will be borne by CraftSupply24.

If a return is approved for any other exceptional reason, the customer will be responsible for all return shipping charges.

Return or cancellation of CUSTOM PRODUCTS are not entertained.

Refund Policy

Refunds are issued only after the returned product has been received (where applicable) and successfully inspected.

Approved refunds will be processed to the original payment method within 5–7 business days.

Original shipping charges are non-refundable.

Processing times may vary depending on your bank or payment provider.

Refund or cancellation of CUSTOM PRODUCTS are not entertained.

Store Credit

Where applicable, CraftSupply24 may issue Store Credit instead of a monetary refund.

Store Credit:

Is valid for 6 months from the date of issue.
Can be used on future purchases.
Cannot be redeemed for cash.
Cannot be transferred to another customer.

Replacement Policy

Approved replacement requests are generally processed within 2–5 business days after verification.

Replacement products will be shipped subject to stock availability.

If the same product is unavailable, CraftSupply24 may offer:

An equivalent replacement,
Store Credit, or
A refund at our discretion.

Shipping Charges

Shipping charges paid during order placement are non-refundable, except where required by applicable law.

Refused Deliveries

If an order is refused by the customer, or if the courier returns the package due to an incorrect address, unavailable recipient, or repeated failed delivery attempts, shipping and return courier charges may be deducted before any refund or store credit is processed.

Quality Inspection

Every return request undergoes a quality inspection.

CraftSupply24 reserves the right to reject returns that:

Show signs of use.
Are damaged after delivery.
Are missing original packaging or accessories.
Do not meet the eligibility criteria described in this policy.

Limitation of Liability

Minor differences in product appearance, colour shade, packaging, or manufacturer packaging updates may occur due to photography, screen settings, or supplier changes. Such variations do not qualify as product defects.

Customers are responsible for using all craft materials safely and according to the manufacturer's instructions. CraftSupply24 shall not be liable for damage caused by improper storage, incorrect mixing ratios, misuse, or application errors.