Refund and Returns Policy

Hi there! At CraftArts Lab, we’re an online store specializing in digital products only – no physical items or storefront. We want your experience with us to be the best it can be, so please read the information below carefully before making a purchase!

Overview

Since our products are digital, once the file is sent , we do not offer refunds or exchanges unless there’s an error on our part (e.g., sending the wrong or corrupted file). Our goal is to ensure you have all the necessary information before purchasing to avoid any surprises. So, read everything carefully and only place your order when you’re 100% sure!

Conditions for Returns

Because our products are digital and delivered via email, we cannot accept returns or exchanges after the file has been sent, as you’ll already have access to the content. The only exception is if we make a mistake, such as sending a defective or incorrect file. Always double-check the product description and images before completing your order. If you have any questions, feel free to ask via the chat feature on our Platform before purchasing!

Products That Cannot Be Returned or Exchanged

Customized digital products (created specifically for each customer).
Files already sent to the email address provided (e.g., templates, projects, or downloadable software).
Any item that, by its digital nature, has already been accessed or downloaded.

That’s why we emphasize: read the product descriptions and images carefully before purchasing. If you’re unsure about anything, ask us via the chat feature on our Platform before finalizing your order!

Proof of Purchase

If an issue arises due to our error, we’ll need you to provide proof of purchase made through our Platform. Please do not send complaints directly via email or WhatsApp – all communication must go through our Platform to ensure the security of your order.

Situations Eligible for Refunds

Refunds will only be considered in specific cases, such as:

A digital product sent with errors or defects due to our responsibility (e.g., corrupted or incorrect file).
Any issue that is clearly our fault.

Refunds will not be issued in cases such as:

“I thought it was a physical product” or “I thought it came ready-made” – this information is clearly stated in the product description!
Orders accidentally placed by children, grandchildren, nephews, etc. – the buyer assumes full responsibility.
Claims of “I didn’t read the description” after the file has already been sent.

How Refunds Work

If a refund is approved (only in cases of our error, such as sending the wrong file), you’ll be notified via email after our review. The amount will be credited back to the original payment method within a few business days, depending on processing times by our Platform and payment providers.

Delayed or Unreceived Refunds?

Check your bank account first.
Contact your card issuer or bank, as there may be a processing delay.
If you still haven’t received it, reach out to us via the chat feature on our Platform (no direct emails before purchase, please!).

Sale Items

Digital products purchased during a promotion are non-refundable, just like regular-priced items, unless the issue is our fault.

Exchanges

We only exchange digital products if there’s a defect or error in the file sent (e.g., corrupted or incorrect file). In such cases, submit your request via the chat feature on our Platform, and we’ll correct the issue by sending the correct file to the same email address used during purchase.

Gifts

If the product was purchased as a gift and sent to your email, any adjustments or refunds will follow the same rules outlined above. We cannot process refunds to third parties without an order registered on our Platform.

Product Delivery

Our products are digital and sent exclusively via email after payment confirmation. Therefore:

Make sure to enter your email address correctly when placing an order on our Platform. Without the correct email, we cannot send the file!
We are not responsible for incorrectly entered email addresses or server issues. Double-check everything before finalizing your order!
Production timelines are listed on each product page and begin counting in business days after payment confirmation.

Shipping Costs

Since our products are digital, there are no physical shipping costs. Any issues with receiving the file should be reported via the chat feature on our Platform.

What Consumer Protection Laws Say About Returns

Brazil

Under Articles 6 and 7 of the Brazilian Consumer Defense Code (CDC), we are required to provide clear and accurate information about our digital products before purchase – and we do! All features, timelines, and conditions are included in the product descriptions. If you claim you “didn’t read” or “didn’t understand” and request a refund after receiving the file, we can defend ourselves by showing that all information was available and accessible prior to purchase. Since the digital product has already been delivered to your email and you have access to the content, no refund will be issued.

United States

Under Section 5 of the Federal Trade Commission Act (15 U.S.C. § 45), which prohibits deceptive trade practices, we are required to provide clear information before purchase – and we do! If you request a refund without valid justification (e.g., claiming you “didn’t read” or “didn’t understand” the terms), we can defend ourselves by showing that information about the non-refundable nature of the digital product was available before purchase. Since the file has already been delivered to your email and you have access to the content, no refund will be granted.

European Union

The EU Consumer Rights Directive (2011/83/EU), Article 16(m), states that the 14-day withdrawal period does not apply to digital products once delivery has begun (e.g., sent to your email), provided you were informed and gave explicit consent before purchase – and we clearly inform you of this! If you request a refund without valid justification (e.g., “I didn’t read” or “I didn’t know”), we can demonstrate that the terms were accessible and that you agreed to waive your right to withdrawal. Since the digital product has already been delivered and you have access to the content, no refund will be issued.

United Kingdom

The Consumer Contracts Regulations 2013 (Regulation 28, paragraph 1, letter l) state that the 14-day withdrawal period does not apply to digital products once delivery has begun (e.g., sent to your email), provided you were informed and gave explicit consent before purchase – and we clearly state this! If you request a refund without valid justification (e.g., “I didn’t read” or “I didn’t understand”), we can prove that the terms were available and that you agreed to waive this right. Since the product has already been delivered and you have access to the content, no refund will be granted.

China

Under the Law on the Protection of Consumer Rights and Interests (LPCRI) and the E-Commerce Law, refunds are not guaranteed for digital products without valid justification after delivery. Article 25 of the LPCRI provides a 7-day return period for physical goods purchased online but does not apply to digital products (e.g., files delivered via email), especially if the no-refund policy was clearly stated beforehand – and we inform you of this! If you request a refund without valid justification (e.g., “I didn’t read” or “I didn’t know”), we can demonstrate that the information was clear before purchase. Since the digital product has already been delivered to your email and you have access to the content, no refund will be issued.

Japan

Under the Consumer Contract Act (CCA – Law No. 61 of 2000) and the Act on Specified Commercial Transactions (ASCT), there is no automatic right to a refund for digital products without valid justification. Article 4 of the CCA allows contract cancellation only in cases of misleading practices or significant omissions, which does not apply if the no-refund policy was clearly stated – and we inform you of this! If you request a refund without valid justification (e.g., “I didn’t read” or “I didn’t know”), we can prove that the information was available before purchase. Since the digital product has already been delivered to your email and you have access to the content, no refund will be granted.

Thank you for choosing CraftArts Lab! We’re here to help if you have any questions – just reach out via the chat feature on our Platform. 😊