Last updated: 20 Nov 2025
Craftcel, Vasai-Virar, Maharashtra
Email: contact@craftcel.com
OVERVIEW
All Craftcel products are handcrafted individually, which means natural variations in color, texture, and shape are normal and not considered defects. Due to the fragile nature and high shipping costs of terracotta and black pottery items, we do not accept returns or exchanges unless the product is damaged or defective upon arrival.
We encourage customers to carefully review product descriptions and images before placing an order. You may contact us if you need additional details before purchasing.
ELIGIBILITY FOR REPLACEMENT
A replacement is available only if:
• The item is damaged or defective at the time of delivery
• The issue is reported within 48 hours of delivery
• A clear unboxing video (without cuts or pauses) is provided
• The item is unused and in its original packaging
Without an unboxing video, we are unable to process damage claims due to courier insurance requirements.
WHAT CANNOT BE RETURNED
We do not accept returns or exchanges for:
• Change of mind or personal preference
• Natural handmade variations
• Products damaged after delivery
• Items without an unboxing video
• Items that are used or altered
REPLACEMENT PROCESS
To request a replacement, email contact@craftcel.com with:
• Your Order ID
• Unboxing video (mandatory)
• Clear photos of the issue
If approved, we will send a replacement.
If the same product is out of stock, we will provide an alternative item of equal value or store credit.
Refunds will only be issued in exceptional cases such as lost shipments.
REFUNDS
Refunds are provided only if:
• The product is lost in transit
• A replacement is not available due to stock unavailability
Refund method:
• Prepaid orders → Refunded to the original payment method (via Razorpay)
• COD orders → Refunded through bank transfer or UPI
Refund timelines:
• Razorpay refunds: 5–7 business days
• UPI/Bank transfer: 2–4 business days
COD ORDERS
COD orders cannot be cancelled after dispatch.
Repeated refusal of COD parcels may result in COD being disabled for future purchases.
CANCELLATIONS
Orders can be cancelled within 12 hours of placing them.
If the order is already shipped, cancellation is not possible.
Prepaid cancellations may incur a 5% processing fee.
WRONG OR MISSING ITEMS
If you receive a wrong item or your order is missing an item, contact us within 48 hours with an unboxing video and photos. We will replace it at no extra cost.
CONTACT
For any order-related concerns, email us at:
contact@craftcel.com