At CRAFTSMM, we create high-end original handmade wooden art, gifts, and home decor products for retailers, galleries, gift shops, distributors, and business buyers.
Because our products are handcrafted, prepared in small batches, and often produced or packed for wholesale orders, our B2B after-sales policy is different from a standard retail return policy.
For B2B and wholesale orders, returns are generally not our primary solution. If there is any product issue, please contact us first. We will review the case and provide a reasonable after-sales solution based on the actual situation.
After-Sales Eligibility
If you receive a product with an issue, please contact us within 7 days after delivery.
After-sales support may apply if one of the following situations occurs:
1. The item arrives defective.
2. The item is damaged during delivery.
3. The wrong item is shipped.
4. The item has a confirmed functional issue that was not caused by improper use, installation, storage, handling, or modification.
To help us evaluate the issue, please provide:
- Your order number
- Clear photos or videos showing the product issue
- Photos of the outer packaging and inner packaging
- Photos of the shipping label
- A brief description of the problem
Our Standard B2B Solution
For B2B customers, our standard solution is usually not a return.
If the product issue is confirmed and the issue is caused by CRAFTSMM, we will generally arrange a replacement, replacement parts, or other suitable compensation with your next restock order or next replenishment shipment.
This allows both parties to reduce unnecessary international return costs, customs complications, and shipping delays.
Refunds
If the issue is confirmed to be caused by CRAFTSMM and the customer no longer needs the affected product, we may provide a refund for the affected item, depending on the specific situation.
Refunds are generally limited to the confirmed affected item only and do not automatically apply to the entire order.
Original shipping fees, customs duties, import taxes, payment processing fees, handling fees, and other third-party charges are generally non-refundable unless otherwise required by law.
Pre-Shipment Inspection Records
To protect the legitimate rights and interests of both parties, CRAFTSMM conducts product checks before shipment.
Before dispatch, we may keep photos, videos, packaging records, and normal operation records of the products. These records may be used as part of the after-sales review process if a dispute, damage claim, or product issue occurs after delivery.
These records help us verify whether the product was functioning normally before shipment and whether the issue may have occurred during transportation, handling, installation, or use.
Handmade Product Notice
CRAFTSMM products are handmade using natural wood materials. Variations in wood grain, color, texture, small marks, and minor handcraft differences are normal characteristics of handmade wooden products and are not considered defects.
The following are not considered product defects:
- Natural wood grain or color variation
- Slight differences between handmade items
- Minor size differences caused by handcrafting
- Normal marks or textures of natural wood
- Damage caused by incorrect use, installation, storage, or handling
- Damage caused by unauthorized repair or modification
- Minor differences between product photos and handmade finished products
Non-Returnable Items
The following items cannot be returned or refunded unless they arrive defective, damaged, or incorrect due to a confirmed issue caused by CRAFTSMM:
- Custom products
- Personalized products
- Made-to-order products
- Special wholesale orders
- Products with custom logos, packaging, colors, materials, or designs
- Clearance or final sale items
- Gift cards
- Products that have been used, installed, modified, damaged, or are not in their original condition
Returns
For B2B and wholesale orders, returns are generally not accepted unless CRAFTSMM approves the return in writing.
Please do not send any item back without contacting us first. Items returned without prior approval will not be accepted.
If a return is approved, we will provide instructions on how and where to send the product. The return address will be provided only after the return request has been approved.
If a return is approved for a reason not caused by CRAFTSMM, the customer will be responsible for return shipping costs, customs duties, import taxes, brokerage fees, and any related charges.
Damages and Issues
Please inspect your order immediately upon receipt.
If the item is damaged, defective, or incorrect, please contact us within 7 days after delivery. We may request photos, videos, packaging images, and shipping label images to verify the issue.
Once the issue has been reviewed and confirmed, we will provide a suitable solution, which may include replacement parts, replacement with your next restock shipment, repair guidance, partial refund, refund for the affected item, or other reasonable after-sales support.
Exchanges
For B2B and wholesale orders, exchanges are not guaranteed. If you need an exchange, please contact us first. Exchange requests may be approved only under special circumstances and are subject to product availability, order status, and the condition of the item.
Order Cancellation
Because many CRAFTSMM products are handmade, prepared in small batches, or made to order, cancellation requests must be submitted as soon as possible.
If production, customization, packaging, or shipment preparation has already started, the order may not be cancelable.
For custom, made-to-order, or special wholesale orders, cancellation may not be accepted once production or preparation has begun.
Contact Us
If you have any questions about product issues, replacements, refunds, or after-sales support, please contact us at:
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