Return & Refund Policy
Latest date of clause update: September 20, 2026
Return Period
At Craftqeno, eligible products may be returned within 30 calendar days from the date your order is confirmed as delivered.
Before sending any product back, please contact our customer service team at service@craftqeno.com. We will review your request, confirm whether the product qualifies for return, and provide the applicable return instructions.
Please do not send products back without receiving return authorization and instructions from us first.
Conditions for Returns
To qualify for a standard return, products should generally be in the same condition in which they were received. Items should be unused, unwashed, undamaged, and unaltered, with all original components, accessories, and packaging included where applicable.
For kitchen and dining products, items such as cutlery, tableware, cooking utensils, serving tools, and kitchen accessories should not show signs of use unless you are contacting us because the product arrived damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law.
Proof of purchase or sufficient order information may be required before we can process a return request.
Items That May Not Be Returned
Certain products may not qualify for return due to hygiene, health and safety, customization, or product-condition considerations.
Depending on the product, exclusions may include:
- Personalized or made-to-order products
- Products that have been used in contact with food where accepting a return would create a hygiene concern
- Opened hygiene-sensitive products
- Gift cards
- Final-sale or clearance products specifically identified as non-returnable
- Products damaged, altered, or excessively used after delivery
Any product-specific return restrictions will be stated on the applicable product page or communicated to you when your return request is reviewed.
Nothing in this policy is intended to exclude or restrict rights or remedies that cannot legally be excluded under applicable consumer protection laws.
How to Request a Return
To request a return, please contact us at service@craftqeno.com before sending the product back.
When submitting your request, please provide:
- Your order number
- The email address used when placing the order
- The product you would like to return
- The reason for the return
- Photographs or other relevant information where the product is damaged, defective, incorrect, or otherwise affected by an issue
Our customer service team will review your request and provide the applicable return instructions if the product is eligible.
Return Address
Please do not send returns directly to our registered business address unless our customer service team specifically instructs you to do so.
Once your return request has been reviewed and approved, our customer service team will provide the appropriate return address and return instructions applicable to your order.
Returns sent without prior authorization, or to an address other than the return address provided by our customer service team, may result in delays or difficulties in processing the return.
Damaged, Defective, Missing or Incorrect Items
Please inspect your package shortly after delivery.
If you receive a product that is damaged, defective, incorrect, materially different from what you ordered, or if part of your order is missing, please contact us promptly at service@craftqeno.com.
To help us review the issue, please provide your order number and clear photographs of the affected product. Where relevant, we may also request photographs of the packaging and shipping label.
After reviewing the information provided, we will determine the appropriate resolution. Depending on the circumstances, this may include a replacement, refund, return arrangement, or another appropriate remedy.
Where Craftqeno confirms that the product arrived damaged or defective, or that an incorrect product was sent due to an error on our part, we will provide the appropriate resolution without requiring the customer to bear return shipping costs where a return is required, subject to applicable law.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
For preference-based returns, including situations where a customer changes their mind, orders the wrong product, or selects an incorrect option and the issue was not caused by Craftqeno, the customer will generally be responsible for the applicable return shipping costs.
For a product that Craftqeno confirms was damaged, defective, incorrect, or materially different from the product ordered due to an error on our part, we will provide appropriate return instructions and, where a return is required, arrange or cover the applicable return shipping cost.
Original shipping charges are generally non-refundable for preference-based returns unless otherwise stated by us or required under applicable law.
We do not charge an additional restocking fee for an eligible standard return unless a specific charge was clearly disclosed before purchase and is permitted by applicable law.
Refund Processing
Once an authorized returned product reaches the designated return location, we may inspect it to confirm its condition and return eligibility.
After we receive the returned product, please allow 5–10 business days for us to inspect and process the return.
If the refund is approved, it will generally be issued to the original payment method used for the purchase within this processing period.
After Craftqeno issues the refund, the time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider. Any additional processing time required by those institutions is outside Craftqeno's direct control.
Where permitted by applicable law and appropriate to the circumstances, a refund may be adjusted if a returned product is missing components or has experienced damage, alteration, excessive use, or a reduction in value after delivery.
Any applicable adjustment will depend on the condition of the returned product and the circumstances of the return.
Exchanges
Exchange options depend on product availability and current inventory.
If you would like a different kitchen or dining product, size, style, or other available variation, please contact us first.
Depending on the circumstances, we may recommend returning the eligible original product in accordance with this policy and placing a separate order for the replacement product.
Cancelling an Order
If you need to cancel an order, please contact us as soon as possible after completing your purchase.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins.
However, once an order has entered processing, packing, fulfillment, or shipment, cancellation may no longer be possible.
If the order has already shipped, you may need to wait until delivery and then request an eligible return in accordance with this policy.
We do not charge a cancellation fee for an order successfully cancelled before fulfillment unless a specific charge was clearly disclosed before purchase and is permitted by applicable law.
Contact Us
For questions about returns, refunds, exchanges, damaged products, incorrect products, missing items, or order cancellations, please contact:
Brand Name: Craftqeno
Legal Company Name: Dongping County Wanshang Trading Co., Ltd.
Business Address: No. 922 Daoxiang Street, Dongping Subdistrict, Dongping County, Tai'an City, Shandong Province, China
Customer Support Email: service@craftqeno.com
When contacting us about an order, please include your order number and the email address used at checkout so we can locate the purchase and assist you more efficiently.
We aim to respond to customer inquiries within 1–2 business days.