Returns and Refund Policy

Effective Date: 07.12.2024

At Urban Crafts, each item is proudly crafted on a made-to-order basis to meet your specific needs. We are committed to quality and customer satisfaction, and our return and refund policy reflects the care and customization that goes into every order.

1. Made-to-Order Production

All our furniture is made-to-order and begins production only after receiving your confirmed order and payment. As each piece is uniquely crafted for you:

  • Once production begins, cancellations or refunds are not permitted unless there is a manufacturing defect or error on our part.

2. Defective or Incorrect Items

If your item arrives damaged, defective, or not as described, please:

  • Notify us within 24 hours of receiving the product.

  • Email admin@urbancrafts.co.za with your order number, a description of the issue, and clear photos showing the defect or error.

Once reviewed, we may offer a repair, replacement, or refund, depending on the nature of the issue.

3. Return Process for Approved Cases

If your return request is approved:

  • The product must be returned in its original condition.

  • Return address:
    3 Vink Street, Fauna, Bloemfontein, 9301

  • We may cover return shipping only if the item was defective or incorrectly made/delivered.

4. Non-Refundable Items

We do not accept returns or refunds for:

  • Buyer’s remorse or change of mind after production has started.

  • Minor variations in product colour or grain, due to natural materials or screen/display settings.

  • Products returned without prior approval.

5. Colour Representation

Please note that colours shown in product images may vary slightly from actual materials due to lighting or screen settings. For a more accurate reference, please refer to the colour cards provided in the image gallery for each product.

6. Local Delivery and Inspection

For deliveries in Bloemfontein and nearby areas:

  • Inspect your order upon delivery.

  • Report any issues to our team immediately.

7. Refund Timelines and Processing Fees

  • If a refund is approved and Urban Crafts is not at fault (i.e., the item is not defective, damaged, or misrepresented), any payment processing fees charged by third-party payment gateways will be deducted from the refund amount.

  • We will initiate the refund process within 3 business days of approving your request.

  • Please allow up to 12 additional business days for the payment gateway to process and reflect the funds, depending on your bank or payment provider.

8. Contact Information

If you have questions or need assistance:

Email: Admin@urbancrafts.co.za
Returns Address: 3 Vink Street, Fauna, Bloemfontein, 9301

We appreciate your understanding and support for locally made custom-built furniture. Your satisfaction is important to us, and we are here to assist with any genuine concerns.