Returns & Refunds Policy.

§011. Introduction

• ▪Effective date: On production launch (date set at go-live).
• ▪Last updated: 2026-06-30. Version 3.0.
• ▪This Policy describes how returns, refunds, exchanges, and cancellations work on Crafters Market.
• ▪Purchases are made from independent Makers; Crafters Market provides the marketplace, payment-processing facilitation, and dispute-resolution assistance.
• ▪This Policy supplements the Crafters Market Terms of Service and works alongside the Maker Agreement, Community Guidelines, Prohibited Items Policy, Privacy Policy, and each Maker's individual Shop Policy.

§022. Policy Hierarchy

When there is a conflict between rules, the following order of precedence applies (canonical order — matches the master hierarchy referenced across the Trust & Policy Center):

• ▪1. Applicable Law — consumer-protection rights that cannot be waived by contract always govern.
• ▪2. Terms of Service — the master agreement between you and Crafters Market.
• ▪3. Maker Agreement (seller-specific issues only) — for issues relating to Maker activity (listings, payouts, seller-side IP, exclusivity, taxes), the Maker Agreement is more specific than this Policy and controls within its subject-matter scope. For non-seller (Buyer or general) issues, this Policy controls.
• ▪4. This Returns & Refunds Policy — the marketplace-wide baseline for returns, refunds, exchanges, and cancellations.
• ▪5. Individual Maker Shop Policy — Maker-specific returns, exchanges, cancellations, custom-order, and digital-product rules.
• ▪6. Order-specific written agreement — any specific arrangement agreed in writing for a particular Order (e.g. a Custom Order quote).

• ▪Maker Shop Policies cannot override applicable law or mandatory marketplace rules. A Shop Policy that conflicts with this Policy or the Maker Agreement is unenforceable to the extent of the conflict.

§033. Standard Products

• ▪Returns and exchanges for standard (non-custom, non-digital) products are governed primarily by the Maker’s published Shop Policy.
• ▪Each Maker must clearly disclose in their Shop Policy: return window, exchange eligibility, cancellation rules, restocking fees (if any), and shipping responsibilities for returns.
• ▪Where a Maker’s Shop Policy is silent on an issue, the default rules in this Policy apply.
• ▪Default position when no Shop Policy is published: items that arrived damaged, defective, or materially different from the Listing description are eligible for return within 14 days of delivery. Items returned for any other reason are at the Maker’s discretion.

§044. Custom & Personalized Products

Custom Orders (made-to-order, commissioned, monogrammed, engraved, sized-to-buyer, or otherwise personalized) are generally non-returnable once production has begun. Limited exceptions apply:

• ▪Required by applicable consumer-protection law.
• ▪The delivered product is materially different from the proof or written specification you approved.
• ▪The product is defective in workmanship or materials.
• ▪The product was damaged in transit.
• ▪The Maker shipped the wrong item.
• ▪Makers must clearly state, before payment, the proof / approval workflow, the revision policy, the production timeline, and any non-refundability terms.
• ▪Buyers must respond to proof or approval requests promptly. Production should not begin until any required approvals are received.

§055. Digital Products

Digital Products are generally non-refundable once delivered or downloaded. Examples include SVG, DXF, STL, laser cut files, CNC files, digital patterns, print-at-home designs, and other non-physical deliverables.

• ▪Exceptions: required by applicable law; the delivered file is defective or unusable; or the Maker’s Shop Policy expressly offers refunds.
• ▪Makers must clearly state on the Listing the license granted, commercial-use status, redistribution restrictions, and any non-refundability terms.
• ▪Buyers are responsible for verifying that the file format and license are compatible with their intended use before purchase.

§066. Damaged, Defective, or Incorrect Items

When an item arrives damaged, defective, or is not what was ordered:

• ▪Buyer is encouraged to notify the Maker as soon as reasonably possible. For transit damage, a report within seven (7) days of delivery is recommended whenever reasonably possible to assist any investigation with the carrier. For latent defects (issues discovered later), a report within thirty (30) days of delivery is recommended.
• ▪These are reporting recommendations, not a shortening of any applicable return window under Section 3, the Maker's Shop Policy, the Buyer Protection Policy, or applicable consumer-protection law. A late report may make a carrier claim harder to pursue but does not by itself extinguish Buyer Protection rights or return rights that are otherwise available.
• ▪Buyer should provide clear photographs of the item, the packaging (for transit damage), and the shipping label.
• ▪Buyer should cooperate with the Maker on resolution (replacement, repair, refund, or return).
• ▪Maker should respond promptly and make reasonable efforts to resolve verified issues consistent with this Policy, the Maker Agreement, and the Maker’s Shop Policy.
• ▪Where the Maker and Buyer cannot reach a resolution, either party may request Marketplace Assistance (see Section 13).

§077. Lost Shipments

When a shipment fails to arrive, responsibilities are divided as follows:

• ▪Maker: ships the Order in line with the Listing and Shop Policy timelines, provides tracking where applicable, and assists with carrier claims.
• ▪Buyer: provides an accurate shipping address at checkout, monitors carrier tracking notifications, and reports delivery issues promptly.
• ▪Crafters Market: may facilitate communication and review evidence but is generally not responsible for carrier performance.
• ▪For tracked shipments marked delivered but not received by the Buyer, the Maker should help investigate with the carrier; resolution (refund, replacement, or carrier claim) follows the Maker’s Shop Policy and applicable law.
• ▪For untracked or untraceable shipments, the Maker bears the risk of loss in transit unless the Shop Policy and the Listing made the absence of tracking clear before purchase.
• ▪Marketplace floor — Shop Policies may not override the Buyer Protection Policy. A Shop Policy cannot disclaim marketplace protections for non-delivery, materially-not-as-described items, or damage in transit that would otherwise be covered under Buyer Protection. Where a Shop Policy conflicts with the Buyer Protection Policy or with applicable consumer-protection law, the Buyer Protection Policy or the applicable law controls.

§088. Cancellations

Cancellation eligibility depends on production status, the Maker’s Shop Policy, and applicable law:

• ▪Standard Orders: cancellable by the Buyer before the Maker ships, subject to the Maker’s Shop Policy. Once shipped, the Buyer cancels by initiating a return per Section 3.
• ▪Custom Orders: cancellable before production begins; once materials are sourced or fabrication has started, cancellation is at the Maker’s discretion and the Buyer may forfeit deposits as disclosed in the Shop Policy.
• ▪Made-to-Order Products: same as Custom Orders.
• ▪Digital Products: cancellable before download; not cancellable after download unless the Shop Policy provides otherwise.
• ▪Where applicable consumer-protection law grants cancellation rights beyond those described above, those rights govern.

§099. Exchanges

• ▪Exchange availability is determined by the individual Maker’s Shop Policy unless otherwise required by law.
• ▪Where exchanges are offered, the Maker may require the Buyer to return the original item before the exchange is shipped, and may set a reasonable timeframe and shipping-cost arrangement.
• ▪Where exchanges are not offered, the Maker may instead offer a refund-and-repurchase path consistent with this Policy.

§1010. Refund Processing

• ▪Refunds are generally initiated by the Maker through the Platform’s payment processor (Stripe).
• ▪Approved refunds are returned to the original payment method, typically within 3 to 10 business days depending on the Buyer’s bank and card issuer.
• ▪Stripe’s payment-processing fees are generally not refunded by Stripe and are therefore not refunded by Crafters Market or by the Maker.
• ▪Platform commission on a refunded amount is refunded to the Maker per the Maker Agreement.
• ▪Crafters Market may assist with payment-dispute escalation but does not guarantee any specific refund outcome.

§1111. Buyer Responsibilities

• ▪Review the Maker’s Shop Policy before purchase — it controls the specifics of returns, exchanges, cancellations, and shipping.
• ▪Provide accurate shipping information at checkout.
• ▪Inspect items promptly upon delivery and report any issues to the Maker within the windows in this Policy or the Shop Policy, whichever is shorter where law permits.
• ▪Communicate respectfully and in good faith during any dispute-resolution process.
• ▪Do not initiate a chargeback before reasonable attempts to resolve the issue directly with the Maker have failed (see Section 14).

§1212. Maker Responsibilities

• ▪Publish a clear Shop Policy covering returns, exchanges, cancellations, custom-order rules, digital-product rules, and shipping responsibilities.
• ▪Honor your published Shop Policy and the Maker Agreement.
• ▪Communicate promptly with Buyers — generally within two (2) business days.
• ▪Process approved refunds in a timely manner using the payment processor.
• ▪Resolve verified defects and transit damage in good faith.
• ▪Cooperate with Crafters Market when Marketplace Assistance is engaged (see Section 13) and with chargeback investigations (see Section 14).

§1313. Marketplace Assistance

Crafters Market is not the seller of record but does provide assistance where a Buyer and Maker cannot resolve a dispute directly. Our role may include:

• ▪Facilitating communication between Buyer and Maker.
• ▪Requesting documentation from both parties (photos, tracking, communication history).
• ▪Reviewing evidence and recommending a resolution path.
• ▪Assisting with Stripe-side payment disputes by gathering the evidence Stripe needs.
• ▪Investigating policy violations and taking enforcement action under the Maker Agreement and the Terms of Service.
• ▪Marketplace Assistance is not a guarantee of refund or replacement. Crafters Market is not obligated to resolve every dispute or to override the Maker’s Shop Policy where it is consistent with this Policy and applicable law.

§1414. Chargebacks

• ▪Initiating a chargeback through your card issuer may pause Marketplace dispute handling while the payment processor investigates.
• ▪Buyers should attempt to resolve issues directly with the Maker and through Marketplace Assistance before initiating a chargeback.
• ▪Makers must cooperate during chargeback investigations and provide the evidence Crafters Market and Stripe request.
• ▪Chargebacks lost by the Maker may result in the chargeback amount, plus any chargeback fees, being recovered from future payouts per the Maker Agreement.
• ▪Fraudulent or bad-faith chargebacks may be reported to the payment processor and may result in restrictions on the Buyer’s account.

§1515. Fraud Prevention

Crafters Market reserves the right to investigate suspected fraud and abuse, including:

• ▪Fraudulent return claims (e.g. claiming non-receipt for delivered items).
• ▪Return abuse (e.g. wardrobing, serial returns, swap-and-return schemes).
• ▪False damage reports.
• ▪Payment fraud (stolen-card purchases, identity fraud, chargeback fraud).
• ▪Maker fraud (non-fulfillment, misrepresentation, IP infringement).
• ▪Investigations may include reviewing account history, communication records, IP/device patterns, and external fraud signals. Confirmed abuse may result in account restriction, refund denial, payout hold, or referral to law enforcement.

§1616. 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 at the top of this Policy reflect the current version.
• ▪Continued use of the Platform after the effective date of an update constitutes acceptance.
• ▪Where required by law, we will obtain affirmative re-acceptance for material changes.
• ▪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.