Refund policy
RETURN AND REFUND POLICY FOR CRAFT
At Craft, each product is meticulosity handled and customized to the highest quality standard, we aim to provide you with a gadget that retains its complete functionality whilst adds a style quotient which is an extension of your personality.
We understand that sometimes a product may not meet your expectations or work as intended. We welcome your views on how we can improve ourselves and aim to provide our customers with the best shopping experience.
Our return and refund policy ensures that you can shop with confidence, knowing that we stand behind our products. Below is our detailed policy for returns, exchanges, and refunds:
1. General Return Policy
Return Period: Customers can return or exchange items within 15 days of the purchase date
Eligibility: To be eligible for a return, the product must be:
In original packaging and in sealed condition: Basically, the same way as it was received by you.
Original bill [if purchased at a retailer] or Order number if purchased online – in other words “Your Proof of Purchase document is a must-have”
Without any signs of use, repackaged, damage to the box.
Non-Returnable Items: Certain items are non-returnable, including:
Gift cards
Opened and used products
Hyper Customized items; if you have asked us to add a name, initial, logo, image or any other type of customization which is not available on our website as a normal sale product.
Items marked as “AS IS” at the time of purchase
2. Order Acceptance & Pricing Policy
At Craft by Merlin, we strive to ensure all orders are processed smoothly. However, in certain cases, we may be unable to process an order due to various reasons. We reserve the right to refuse or cancel any order at our sole discretion, at any time. This may include situations where additional verification is required—such as confirming your phone number or address—before finalizing your order.
We are committed to displaying the most accurate pricing on our website. Despite our efforts, pricing errors may occasionally occur. If a product is listed at an incorrect price, we reserve the right to cancel or refuse the order, even if it has already been confirmed or your payment has been processed. In such cases, we may contact you for further instructions or notify you of the cancellation.
Note: You can request a color change on your purchased product within 24 hours of placing the order. Any color change requests made after 24 hours will incur a 25% restocking fee.
3. Return Methods
Customers have two options to return or exchange their items:
In-Store Returns: Return your product to our own store location. Please bring the item, its packaging, and proof of purchase.
Mail Returns: For online purchases, you can return the item by courier. To initiate a mail return, please contact our customer service team to receive a prepaid return label.
Shipping fees for returns may apply unless the product is defective or the wrong item was sent. This will be deducted from your refund amount.
4. Refunds
Refund Method: Refunds will be issued in the original form of payment.
Credit/Debit Card Purchases: Refunds will be credited back to the card used during the purchase.
Gift Purchases: Refunds for gift purchases will be issued as store credit or a gift card.
Processing Time: Once we receive and inspect the returned item, refunds are processed within 10-15 business days.
You will receive an email notification once the refund is processed.
5. Exchanges
Exchange Process: If you'd like to exchange your item for a different one, simply follow the return process. Once the item is returned, we will issue an exchange or help you select a different product of equal or higher value.
If exchanging for a higher-priced item, the difference must be paid at the time of exchange.
Damaged or Defective Products: If your product is defective or damaged upon arrival, we will cover return shipping costs and offer a full refund or exchange. Please report any issues within 15 days of receiving the item.
We have a strict Quality Control process where each item is packed carefully after checks. There are CCTV recordings which serve as proof that your product was packed and shipped in perfect condition
6. Restocking Fees
Restocking Fee: If you have opened the box and misplaced the accessories or the box and would still like to return the item within 15 days of purchase then such opened electronics, may incur a 25% to 40% restocking fee if returned. The exact percentage depends on the use of product and the missing components.
Note:
- You can request a color change on your purchased product within 24 hours of placing the order. Any color change requests made after 24 hours will incur a 25% restocking fee.
- No restocking fees will be applied if the product is returned due to a defect or an error on our part.
7. Online Return Exceptions
Third-Party Sellers: Items purchased from third-party websites or sellers may have different return policies. Please check the specific seller's return and refund policy before purchasing.
Bundled Products: If you return a product that was part of a bundle, all items from the bundle must be returned. If any item from the bundle is missing, your refund may be adjusted accordingly.
8. Price Adjustments
Price Match Guarantee: If the price of an item you purchased drops within 15 days of your purchase, we will refund you the difference upon request.
Price match exclusions will apply to clearance or limited-time offers.
9. Return Policy for International Customers
International customers must initiate their return within the same 15-day return window.
Customers are responsible for all return shipping fees unless the product is defective or an error occurred during shipping.
10. Contact Information
If you have any questions regarding your return or refund, please contact our customer service team at:
Phone: +971 505373740
Email: craftorders@merlin-me.com / craftsupport@merlin-me.com
Live Chat: Whatsapp +971 505373740
Craft reserves the right to amend this policy at any time without notice. For the latest updates, please visit our website www.craftbymerlin.com
This policy ensures a smooth and hassle-free return experience for our customers, reflecting the values of transparency, fairness, and customer satisfaction.
