Buyer Protection Policy.

§011. Purpose

• ▪Effective date: On production launch (date set at go-live).
• ▪Last updated: 2026-06-30. Version 1.0.
• ▪Explain how Crafters Market assists Buyers and Makers when issues arise with an Order.
• ▪Outline responsibilities of each party and the circumstances under which Marketplace Assistance is engaged.

§022. Marketplace Role

Crafters Market is an online marketplace connecting Buyers with independent Makers. Unless expressly stated otherwise:

• ▪Makers are responsible for producing, packaging, shipping, and fulfilling Orders.
• ▪Buyers purchase directly from the Maker.
• ▪Crafters Market is not the manufacturer or seller of listed products.
• ▪Crafters Market may facilitate communication and investigate disputes but does not guarantee refunds or specific outcomes.

§033. What Buyer Protection Covers

Buyer Protection may apply when an Order involves one or more of:

• ▪The item never arrives.
• ▪The wrong item is received.
• ▪The item arrives materially different from the Listing description.
• ▪The item arrives significantly damaged during shipping.
• ▪A verified Custom Order does not match the final approved design.
• ▪The Maker stops responding after payment and fails to fulfill the Order.

§04Not covered by Buyer Protection

• ▪Buyer’s remorse (“changed my mind”).
• ▪Minor differences resulting from handmade craftsmanship (grain variation, brush strokes, weave, glaze pooling).
• ▪Variations in natural materials such as wood, leather, fabric, stone, or metal.
• ▪Delays caused by weather, customs, carrier disruptions, or other events beyond reasonable control (see Shipping §14 Force Majeure).
• ▪Issues already disclosed in the Listing or the Maker’s Shop Policy.

§054. Buyer Responsibilities

To receive assistance, Buyers should:

• ▪Review the Maker’s Shop Policy before purchasing.
• ▪Read the product description and options carefully.
• ▪Review photographs and customization details.
• ▪Provide accurate shipping information at checkout.
• ▪Inspect deliveries promptly.
• ▪Contact the Maker before escalating whenever practical.
• ▪Cooperate by providing requested documentation.

§065. Maker Responsibilities

Makers are expected to:

• ▪Accurately describe products.
• ▪Honor published Shop Policies and the Maker Agreement.
• ▪Ship within stated processing times.
• ▪Respond to Buyer inquiries within a reasonable time — generally within two business days.
• ▪Make good-faith efforts to resolve legitimate issues.
• ▪Cooperate during investigations.

§076. Reporting an Issue

If a problem occurs, Buyers should first contact the Maker through the Crafters Market messaging system. If the issue cannot be resolved directly, Buyers may request Marketplace Assistance. When submitting a request, Buyers may be asked to provide:

• ▪Order number.
• ▪Description of the issue.
• ▪Photographs of the item and packaging (when applicable).
• ▪Tracking information (if available).
• ▪Copies of relevant communications with the Maker.
• ▪Any additional documentation reasonably requested.

§087. Marketplace Review Process

When Marketplace Assistance is requested, Crafters Market may:

• ▪Review the Listing.
• ▪Review communications between Buyer and Maker.
• ▪Request additional information from either party.
• ▪Review shipping or tracking information.
• ▪Evaluate available evidence in aggregate.
• ▪Facilitate communication between the parties.
• ▪Assist with payment-processor dispute procedures where appropriate.
• ▪Each case is reviewed individually based on the available information.

§098. Resolution Options

Depending on circumstances, possible outcomes may include:

• ▪Encouraging the Maker to complete the Order.
• ▪Replacement of damaged or incorrect items.
• ▪Repair where appropriate.
• ▪Partial refund.
• ▪Full refund.
• ▪Cancellation before fulfillment.
• ▪No action if the evidence does not support the claim.
• ▪Crafters Market reserves the right to determine whether Marketplace Assistance is appropriate based on the facts presented.

§109. Custom Orders

Custom and personalized items require special consideration.

• ▪Buyer Protection MAY apply when: the final product materially differs from the approved proof; the wrong customization is produced; or the Maker fails to deliver the agreed custom work.
• ▪Buyer Protection generally does NOT apply when: the Buyer approved the final proof; the Buyer requests changes after production began; or differences are consistent with handmade craftsmanship and the approved design.
• ▪See the Returns & Refunds Policy §4 and the Maker Agreement §16 for the underlying rules.

§1110. Digital Products

Digital Products are generally considered delivered once the Buyer has received access to the purchased files.

• ▪Buyer Protection MAY apply if files cannot be accessed, files are materially different from the Listing, or files are corrupted or unusable.
• ▪Digital Products are generally not refundable solely because the Buyer changes their mind after delivery.
• ▪See the Returns & Refunds Policy §5 for the underlying rules.

§1211. Shipping Issues

When shipping problems occur:

• ▪Maker should: provide shipment information, assist with carrier investigations, and work with the Buyer in good faith.
• ▪Buyer should: verify the shipping address provided, monitor tracking notifications, and report delivery problems promptly.
• ▪Crafters Market: may facilitate communication but is generally not responsible for carrier performance or shipping delays.

§1312. Chargebacks

• ▪If a Buyer initiates a payment dispute or chargeback through their payment provider, Crafters Market’s internal review may be paused while the payment processor completes its investigation.
• ▪Both Buyers and Makers are expected to cooperate during this process.
• ▪See the Returns & Refunds Policy §14 for detailed chargeback mechanics.

§1413. Fraud Prevention

To protect the marketplace, Crafters Market reserves the right to investigate suspected:

• ▪Fraudulent claims.
• ▪Return abuse.
• ▪Payment fraud.
• ▪False damage reports.
• ▪Manipulated evidence.
• ▪Abusive dispute activity.
• ▪Knowingly submitting false claims may result in account restrictions or other enforcement actions.

§1514. Marketplace Enforcement

When investigations reveal repeated or serious policy violations, Crafters Market may take actions including:

• ▪Educational warnings.
• ▪Listing removal.
• ▪Temporary account suspension.
• ▪Permanent account termination.
• ▪Additional account review.
• ▪Payout restrictions where permitted by law.
• ▪See the Prohibited Items Policy §18 and the Maker Agreement §21 for the enforcement escalation ladder.

§1615. Limitations

• ▪Buyer Protection is intended to support fair marketplace transactions but does not constitute an insurance program or guarantee.
• ▪Nothing in this Policy modifies the legal relationship established in the Terms of Service or overrides applicable consumer-protection law.
• ▪Non-waivable rights. Nothing in this Policy limits any non-waivable rights or protections provided under applicable law, including mandatory consumer-protection statutes in the Buyer's home jurisdiction. Where this Policy and applicable law conflict on a right that cannot be waived, the applicable law controls.

§1716. Policy Updates

• ▪We may update this Policy from time to time. Material changes will be communicated by posting the updated Policy to the Platform, by email, and / or by in-product notice prior to taking effect.
• ▪The Effective Date and Last Updated values reflect the current version.
• ▪Continued use of the Platform after the effective date of an update constitutes acceptance.
• ▪This Policy is incorporated into the Terms of Service.