Refund policy

Last updated: 2 November 2026

This policy explains your rights to cancel, return and get refunds when you buy from CRAFO. It does not affect your statutory rights under UK law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Changed your mind? 14-day right to cancel

You can cancel your order for any reason within 14 days of the day you receive it (or the last item, if your order arrives in more than one parcel).
To cancel, email mindrute@gmail.com with your order number and the items you want to return. A clear statement is enough; you can also use the model cancellation form below.
After telling us, you have a further 14 days to send the items back. We'll email you the return address.
You pay the cost of returning items you've changed your mind about. Please use a tracked service and keep proof of postage.

2. Your refund

We'll refund the price of the items and the standard delivery charge you paid. If you chose a more expensive delivery option, we only refund the standard delivery cost.
We'll refund you within 14 days of receiving the items back, or of you giving us proof you've sent them, whichever is sooner.
Refunds go back to your original payment method. We don't charge any fee for refunds.
Please handle items only as you would in a shop. If an item has been used or damaged beyond what's needed to check it, we may reduce your refund to reflect the loss in value.

3. Items you can't cancel

Items made to your specifications or clearly personalised.
Sealed hygiene or health items (for example shavers, trimmers and beauty tools) once unsealed after delivery.
Perishable goods.

These exceptions don't affect your rights if an item is faulty.

4. Faulty, damaged or wrong items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If it isn't:

Within 30 days of delivery you can reject it for a full refund.
After 30 days (up to 6 months), we'll repair or replace it; if that isn't possible or doesn't fix the problem, you can have a refund (which may be reduced after 6 months to reflect the use you've had).
You may have further rights for up to 6 years in England and Wales (5 years in Scotland).
We cover the cost of returning faulty, damaged or incorrect items. Please email us with your order number and a photo of the problem so we can sort it quickly.

5. Model cancellation form

To CRAFO, 180-190 Clydeholm Road, Glasgow, G14 0QQ, United Kingdom, mindrute@gmail.com:
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on / received on: [dates]
Name: [your name]
Address: [your address]
Date: [date]