At CaptureCraft, our priority is to ensure that every customer feels confident, safe, and satisfied when purchasing from us. We create and deliver photo albums, cases, and boxes that are carefully crafted and securely packaged for worldwide shipping. Each product is designed to preserve your memories for years to come. Because we value your trust, we have established a transparent and fair Refund and Returns Policy that applies to all orders, no matter where you are located.
General Principles
We believe in honesty and clarity. If a product does not meet your expectations or arrives in less-than-perfect condition, you have the right to request a return, exchange, or refund under the terms outlined below. Please note that handmade and personalized items are produced individually, which means small variations in texture, color, or finish may occur. These are not considered defects but rather natural features that make each piece unique.
Return Period and Conditions
- Customers may request a return within 30 days of receiving their order. After this period, we cannot guarantee acceptance of returns.
- All returned items must be in their original condition, unused, and without signs of wear or damage. Packaging (boxes, protective wrapping, accessories) must also be intact.
- To initiate a return, you must contact us before sending the product back. Unauthorized returns cannot be processed.
- Please note: customized or personalized products (for example, albums with engraved names, dates, or custom inscriptions inside) cannot be returned unless the product arrives defective, damaged, or incorrect.
Refund Process
- Once we receive your returned item, it will be carefully inspected within 5 business days.
- If the return is approved, we will issue a refund to the original payment method used at checkout. Refunds usually take 5–10 business days to appear, depending on your bank or payment provider.
- Refunds cover the value of the product only. Initial shipping costs are non-refundable, unless the return is due to our error (e.g., incorrect product sent, faulty item).
- If the product shows signs of use, missing parts, or damage caused after delivery, we may issue a partial refund or decline the request.
Exchanges and Replacements
- If your item arrives damaged or defective, we will gladly send you a replacement at no extra cost.
- Exchanges are limited to the same product type. If you wish to receive a different model, size, or design, a standard return and new order will be required.
- To process an exchange, we may ask for photo evidence of the damage before authorizing the return shipment.
International Shipping and Returns
As CaptureCraft ships worldwide, return logistics may differ depending on your country of residence:
- Return shipping costs are the responsibility of the customer, unless the product was faulty or incorrect.
- We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.
- Customs duties, import taxes, or other fees paid at the time of delivery are non-refundable, as these are handled by local authorities.
- In some regions, return shipping may be expensive. We recommend contacting us first so we can advise on the most efficient and cost-effective solution.
Damaged, Incorrect, or Missing Items
If your order arrives in poor condition, with missing components, or is not the item you ordered, please notify us within 7 days of delivery.
- We will arrange a replacement or refund immediately.
- Customers will not be responsible for return shipping costs in cases of incorrect or damaged deliveries.
- In some situations, we may request photos of the packaging and product to process a claim with the shipping carrier.
Exceptions and Additional Notes
- Handmade variations: Slight differences in texture, stitching, or color are part of the handmade process and are not considered defects.
- Gift returns: If you received a CaptureCraft product as a gift, refunds will be credited to the original purchaser’s payment method. Exchanges may still be arranged.
- Delayed shipments: Refunds cannot be granted for delays caused by customs clearance or local postal services, as these are outside of our control.
Our Commitment
We understand that ordering internationally can feel uncertain, especially when it comes to returns. That’s why we commit to handling every case fairly, with empathy and respect. Our goal is not just to sell products, but to build long-term relationships with our customers worldwide. We want you to feel confident that every order is backed by a clear guarantee and our ongoing support.
