Return & Refund Policy

Return Period

At Craftqeno, eligible products may be returned within 30 days from the date your order is confirmed as delivered.

Before sending any product back, please contact our customer service team. We will review your request, confirm whether the item qualifies for return, and provide you with the applicable return instructions and return address.

Please do not send products back without receiving return 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 and packaging included where applicable.

For kitchen and dining products, this means items such as cutlery, plates, tableware, utensils, and kitchen accessories should not show signs of use unless you are contacting us because the product arrived damaged, defective, incorrect, or otherwise qualifies 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 items, products that have been used in contact with food where return would create a hygiene concern, opened hygiene-sensitive products, gift cards, final-sale merchandise, and other products specifically identified as non-returnable.

Any product-specific return restrictions will be stated on the applicable product page or communicated to you when your return request is reviewed.

Damaged, Defective, Missing or Incorrect Items

Please inspect your package shortly after delivery. If you receive an item that is damaged, defective, different from what you ordered, or if part of your order is missing, contact us promptly.

To help us investigate the issue, please provide your order number and clear photographs of the affected product. We may also request photographs of the packaging and shipping label where relevant.

After reviewing the information provided, our team will determine the appropriate next steps and, where applicable, offer a replacement, refund, return arrangement, or another appropriate resolution in accordance with our policies and applicable law.

Return Shipping Costs

For returns based on personal preference, ordering the wrong item, selecting an incorrect option, or other circumstances not caused by an error on our part, the customer will generally be responsible for the cost of returning the product.

If Craftqeno determines that the item arrived damaged or defective, or that we sent an incorrect product, we will provide appropriate instructions regarding the return or other available resolution.

Original shipping charges are generally non-refundable unless otherwise stated by us or required under applicable law.

Refund Processing

Once an authorized return reaches the designated return location, the product may be inspected to confirm its condition and return eligibility.

If the refund is approved, it will generally be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in your account can vary depending on your bank, card issuer, or payment provider. Processing times controlled by those institutions are outside Craftqeno's direct control.

Where permitted by applicable law and appropriate to the circumstances, deductions may be made for missing components, excessive use, damage, alteration, or a reduction in value caused after delivery.

Exchanges

Exchange options depend on product availability and current inventory.

If you would like a different kitchen or dining item, size, style, or other available variation, please contact us first. Depending on the circumstances, we may recommend returning the eligible original product and placing a separate order for the replacement item.

Cancelling an Order

If you need to cancel an order, 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 a return in accordance with this policy.

Contact Us

For questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact:

Craftqeno
Email: service@craftqeno.com
Customer support provided by: Dongping County Wanshang Trading Co., Ltd.

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.