Return & Refund Policy
Last Updated: 20/02/2025
At CustomCraft, we want you to be fully satisfied with your purchase. This Return & Refund Policy outlines your rights under the EU Consumer Rights Directive (CRD) and the General Data Protection Regulation (GDPR).
By making a purchase, you agree to this policy. If you have any questions, feel free to contact us at hello@customcraft.dk.
Your Right to Withdraw (14-Day Return Policy)
Under EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
Eligibility for Returns
To qualify for a return, the item must be:
✅ Unused and in its original condition
✅ In original packaging, with all tags and labels attached
✅ Returned within 14 days from the date you informed us of the return
Items Exempt from Returns
Because our products are handmade and often customized, some items cannot be returned unless they are faulty:
❌ Gift cards and vouchers
How to Request a Return
To initiate a return, follow these steps:
1️⃣ Contact us at hello@customcraft.dk within 14 days of receiving your order.
2️⃣ Provide your order number and a brief reason for the return.
3️⃣ We will provide return instructions, including the return address.
4️⃣ Ship the item back within 14 days of notifying us.
📌 Important: You are responsible for return shipping costs unless the item is faulty or incorrect.
Refunds
Once we receive and inspect your return, we will process your refund within 14 days.
✅ Refunds are issued to the original payment method.
✅ You will receive an email confirmation once the refund is processed.
❌ Shipping costs are non-refundable, except in cases of faulty or incorrect items.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
📷 Take clear photos of the item and packaging and email them to hello@customcraft.dk.
🔄 We will replace the item or issue a full refund, including shipping costs.
Exchanges
We only offer exchanges for damaged or defective items. If you need a different size or color, please return the item and place a new order.
GDPR Compliance – How We Handle Your Data
- Your personal data (e.g., name, address, email) is processed only for managing returns and refunds.
- We do not share your data with third parties except as required by law or payment processors.
- Under GDPR, you have the right to access, modify, or delete your data related to your purchase.
For data-related inquiries, contact at hello@customcraft.dk.
Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
📧 Email: hello@customcraft.dk
📍 Address: Tinghøjparken 23, 2860 Søborg-DK
Thank you for shopping at CustomCarft – crafted by you! 🎨✨