After-Sales Policy

Scope

This After-Sales Policy applies to all custom orders placed on procraftory.com. It works together with our Returns and Refunds policy and our Quality Reprint and Remake policy. By placing an order you agree to these terms.

Custom-made, no returns without cause

Every item is produced to your design after you order. We do not accept cancellations once production begins, and we do not accept returns or refunds for change of mind.

Claim window

Contact us within 30 days of delivery to start a claim. Members of our official community may be granted an extended window where offered.

Eligible cases

  • Quality defects — physical failure or damage sustained in transit.
  • Order discrepancies — wrong item, wrong quantity, or missing parts.
  • Non-delivery — carrier-confirmed loss, return to sender by carrier error, or a shipment frozen in transit for more than 30 days.

Exclusions

  • Subjective dissatisfaction when the product matches your order specifications
  • Change of mind after confirming the online preview and completing payment
  • Wrong size, craft, or variant selected by the customer
  • Design-file issues: insufficient bleed, low resolution, thin lines, or unauthorized or unlawful content
  • Normal color variance; the online preview is a rendered simulation for reference only
  • Recipient negligence: refused parcels, wrong address, or carrier unable to make contact
  • Theft after the carrier confirms delivery
  • Refusal to pay mandatory duties or taxes

Resolution

For confirmed issues that are our responsibility, we prioritize a free reprint or remake; a refund may be offered where a remake is not practical. Approved refunds return to the original payment method within 3-7 business days.

Claims procedure

  • Provide your order number, clear photos of the issue, and an unboxing video when available.
  • Submit through contact@procraftory.com or the help center in your account.
  • Do not ship anything back without written instruction from our team.
  • Claims are reviewed within 24 hours on business days (Monday to Friday, GMT+8).
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