Adelaide
Categories

Returns and Exchanges

Crafted Kin Returns and Exchanges Policy

Last updated: 15/09/2024

At Crafted Kin, we strive to ensure your satisfaction with every purchase from our talented artisans and makers. Throughout our platform, these vendors are referred to as 'Verified Kin' or simply 'Kin'. As a multi-vendor platform, our returns and exchanges processes are managed individually by each vendor. This policy outlines how returns and exchanges work on our platform.

Key Principle

All returns and exchanges policies, including eligibility, timeframes, and processes, are determined and managed by our individual vendors. This approach allows our vendors to tailor their policies to best suit their unique products and business models.

Important Points to Remember:

  1. Policy Variations: Each vendor sets their own returns and exchanges policy. These may vary from one vendor to another.
  2. Eligibility: Conditions for returns or exchanges (e.g., unopened items, within a specific timeframe) are determined by each vendor.
  3. Timeframes: The period within which returns or exchanges are accepted is set by individual vendors.
  4. Process: The steps for initiating and completing a return or exchange are specified by each vendor.
  5. Refunds: The method and timing of refunds are determined by the vendor's policy.
  6. Exchange Options: The availability and terms of exchanges are at the discretion of each vendor.
  7. Shipping Costs: Responsibility for return shipping costs is specified in each vendor's policy.

Recommended Default Policy

If a vendor has not set a specific returns and exchanges policy, the following recommended default policy will apply:

  1. Eligibility: Returns or exchanges are accepted for items in their original condition, unused, and with all original packaging and tags intact.
  2. Timeframe: Returns or exchange requests must be initiated within 14 days of receiving the item.
  3. Process: Contact the vendor directly through our platform's messaging system to initiate a return or exchange.
  4. Refunds: Refunds will be processed within 7 business days of the vendor receiving the returned item.
  5. Exchanges: Exchanges are subject to product availability and may be offered at the vendor's discretion.
  6. Shipping Costs: The customer is responsible for return shipping costs unless the item is faulty or not as described.
  7. Custom or Personalized Items: Due to the nature of handmade and custom items, returns or exchanges may not be possible unless the item is faulty or significantly not as described.
  8. Processing Time: Please allow up to 14 business days for returns or exchanges to be processed, given the handmade nature of products.
  9. Change of Mind Policy: While we strive for customer satisfaction, it's important to note that this default policy does not include a "change of mind" provision. As per Australian Consumer Law, vendors are not required to provide refunds or exchanges if a customer simply changes their mind about a purchase. However, individual vendors may choose to offer more generous terms at their discretion. We encourage customers to carefully consider their purchases, especially for handmade or custom items.

This recommended policy aims to balance customer satisfaction with the unique challenges faced by small businesses creating handmade items. It also aligns with Australian Consumer Law regarding change of mind situations, while still allowing individual vendors the flexibility to offer more generous terms if they choose to do so.

How This Benefits You:

By allowing our vendors to manage their own returns and exchanges processes, we ensure that:

  • Policies are tailored to the specific nature of each product.
  • Vendors can provide personalised solutions for customer satisfaction.
  • You receive clear, product-specific information about returns and exchanges.

Important Note:

When making a purchase, please review the returns and exchanges policy provided by the vendor carefully. This information can be found on the product page and is typically reiterated during the checkout process. If you have any questions about returns or exchanges for a specific item, we strongly encourage you to contact the vendor directly through our platform's messaging system before making your purchase.

Our Commitment:

While returns and exchanges are managed by our vendors, Crafted Kin is committed to ensuring fair and transparent practices across our platform. We require all our vendors to clearly communicate their policies and adhere to them consistently.

We strongly encourage direct communication between customers and vendors to resolve any issues related to returns and exchanges. This approach ensures the quickest response and the most accurate information regarding your specific order.

If you encounter any issues with returns or exchanges, or if you believe a vendor is not adhering to their stated policy, please first contact the vendor directly through our platform's messaging system. This is the most efficient and effective way to address your concerns.

Crafted Kin will only step in to facilitate if direct conversations with the vendors are not yielding satisfactory results. If you have made a genuine effort to resolve issues directly with the vendor and have not reached a resolution, please don't hesitate to contact our customer support team. We're here as a last resort to facilitate communication between you and our vendors and to help resolve any persistent concerns.

Remember, our role is to support both our customers and vendors in maintaining a positive experience on our platform. We appreciate your understanding in first working directly with the vendor to address any issues that may arise.

Consumer Rights:

Please note that this policy does not affect your statutory rights as a consumer under Australian Consumer Law. If a product is faulty, not fit for purpose, or doesn't match the description, you may be entitled to a repair, replacement, or refund regardless of the individual vendor's policy.