Every product at bitcraftart is handcrafted with genuine care and attention. Because each piece is made by hand and shipped internationally, our refund policy is different from mass-market shops — please read carefully before placing your order.
1. When We Offer Refunds or Replacements
We offer a refund or replacement in the following cases:
✅ Your product arrived damaged
If your item is damaged during shipping — broken resin, cracked base, LED not working — we will replace it at no cost.
- Report within 48 hours of delivery
- Include clear photos of the damaged product and the packaging
- Keep all original packaging until the issue is resolved
✅ Your product has a manufacturing defect
If the resin has significant visible bubbles, the flowers turned brown inside, or the product clearly doesn’t match the listed photos due to a production error, we will replace or refund it.
- Report within 14 days of delivery
- Include clear photos showing the defect
✅ We shipped the wrong item
If we accidentally shipped a different product than what you ordered, we’ll fix it immediately at our cost.
- Report within 14 days of delivery
2. When We Cannot Offer Refunds
❌ Change of mind or “not what I expected”
Because every product is handmade to order and shipped internationally from Vietnam, we are unable to accept returns for change-of-mind purchases. We recommend reviewing product photos, descriptions, and size guides carefully before ordering — and feel free to ask us any questions first.
❌ Custom orders
Custom-made products are produced specifically for you and cannot be resold. We don’t accept returns or refunds on custom orders unless they arrive damaged or with a manufacturing defect.
❌ Reports made after the deadline
- After 48 hours for damaged items
- After 14 days for manufacturing defects
❌ Damage caused after delivery
We are not responsible for damage caused by drops, impacts, exposure to high heat or direct sunlight, or improper care after the product has been delivered.
❌ Customs delays or duties
Import duties, customs fees, or delays caused by your country’s customs authority are outside our control and are not eligible for refund. Most US orders under $800 clear customs without additional charges, but we recommend checking your local rules before ordering.
3. How to Request a Refund or Replacement
Step 1 — Email us
Send an email to [info@bitcraftart.com] with:
- Your order number
- A clear description of the issue
- Photos of the product and packaging (if damaged)
Step 2 — We confirm
We will review your request and respond within 1–2 business days to confirm next steps.
Step 3 — We resolve
Depending on the situation, we will:
- Send a replacement product at no cost to you, or
- Issue a full refund to your original payment method, or
- Offer a repair if possible
Step 4 — You receive the refund
Refunds are processed within 5–10 business days after we confirm. The time it takes for funds to appear in your account depends on your bank or PayPal.
4. Return Shipping
In most cases, we will not ask you to ship the item back to us — photos are usually enough to process your refund or replacement.
If a physical return is required:
- If the fault is ours (damage in shipping, defect, wrong item): we cover all return shipping costs
- Other reasons: the customer covers return shipping, which we generally don’t recommend due to high international shipping fees
5. Partial Refunds
In some cases we may offer a partial refund:
- The product has a minor cosmetic issue that doesn’t significantly affect its use or appearance
- You prefer to keep the item with a negotiated discount instead of a full return
6. Order Cancellations
| Order Type | Cancellation Window | Refund |
|---|---|---|
| Standard order | Within 24 hours of purchase | Full refund |
| Custom order | Before we confirm your design | Full refund |
| After production starts | Not eligible | — |
7. Late or Missing Refunds
If you haven’t received your refund within 10 business days after we’ve confirmed it:
- Check your bank account or PayPal balance again
- Contact your credit card company — it may take time before the refund is officially posted
- Contact your bank — there is often processing time before a refund posts
- If you’ve done all of this and still haven’t received your refund, please email us at [info@bitcraftart.com]
8. Contact
For any questions about refunds, returns, or replacements:
- Email: [info@bitcraftart.com]
- Response time: Within 24 hours
- Website: bitcraftart.com
This policy applies to all purchases made on bitcraftart.com. For our full terms, please see our Terms of Service and Privacy Policy.