Return & refund Policy

Return & Refund Policy 

To start a return, you can contact us at return@kraftor.ca If your return is accepted, we’ll send you the return shipping information, as well as instructions on how and where to send your package. To determine if your product is eligible for a return, please reference the individual product page. If an item is eligible for a return, please note the customer will be responsible for the return shipping charges, the outbound shipping charges, and a 15% restocking fee. Items sent back to us without first requesting a return will not be accepted. Customers can always contact us for any return questions at connect@kraftor.ca or call / Text us at +1-365-833-5050. Office Address - 26 Shockley Drive Etobicoke ON M9V 4X5 OR Warehouse Address at 110 Guided Crt Etobicoke ON M9V 4K6 Canada

Damages and issues 

At Kraftor, we make it our personal goal to only deliver the best in quality, design, and craftsmanship. Your custom piece is inspected at each stage of production and must pass a final inspection before we release it for shipping. 
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right for you. Customers are responsible to check any damages upon delivery and confirm with the delivery agent on the spot. All our deliveries are scheduled as per customers' availability. Customers are responsible for the return shipment of the product back to the shipper in all customer refund requests or chargebacks.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Customers are responsible for the return shipment of the product back to the shipper in all customer refund requests or chargebacks.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Customers are responsible for the return shipment of the product back to the shipper in all customer refund requests or chargebacks.

Refunds 

A Kraftor representative will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 10 - 14 business days for your bank or credit card company to process and post the refund to your account.