Returns & refunds

Draft for beta · Last updated 3 September 2026

Each seller sets their own policy

You buy from an independent seller, not from Craftly, so the return policy that applies is theirs. It is shown on every shop’s about page — read it before you order, especially for made-to-order pieces.

Because we never hold your money

You pay the seller’s UPI ID directly. That means Craftly cannot issue a refund — we never had the money to return. A refund is sent by the seller, back to the account you paid from.

If something goes wrong

• Message the seller first. Their WhatsApp is on your order page. Most problems are a delay or a mix-up and get sorted in one message.
• Keep your order link. It shows exactly what you ordered, what you paid and when — which is usually all that is needed to resolve a dispute.
• If they do not respond within a few days, write to us from the contact page. We will share the full order record with both sides and follow up with the seller. We cannot move money, but a seller who repeatedly fails to deliver does not stay on Craftly.

Payment not confirmed

If a seller says they cannot find your payment, check the reference on your UPI receipt against the one on your order. Most mismatches are a digit typed wrongly. You can send proof again from your order page — your items stay reserved while that is sorted out.

Order expired before you paid

Items are held for 90 minutes after you place an order. If payment does not arrive in that time, the hold is released so someone else can buy them, and your order is marked expired. Nothing is charged. You are welcome to order again if the item is still available.