Refund & Returns Policy

Last Updated: 30 August 2026

At VillageCraftHub, we carefully inspect and securely pack our products before dispatch. We want you to receive your order in the best possible condition.

Please read the following policy carefully before placing your order.

1. Change-of-Mind Returns

We encourage customers to carefully review the product description, photographs, dimensions, colours, materials and other product details before placing an order.

Returns or refunds due to change of mind, personal preference, incorrect selection, or simply not liking the product may not be accepted, except where a return or refund is required under applicable consumer law.

This policy does not affect any statutory rights you may have under applicable law.

2. Damaged Products

If your order arrives damaged, please contact us as soon as possible after delivery.

To help us investigate damage that may have occurred during shipping, we strongly recommend recording a continuous, unedited video while opening the parcel.

The video should clearly show:

• The unopened parcel and its external condition.

• The shipping label and order details.

• The packaging from all relevant sides.

• The process of opening the parcel.

• The product immediately after removing it from the packaging.

• Any visible damage or defects.

Please keep the original product, packaging and shipping materials until the matter has been resolved.

When contacting us, please provide:

· Your order number.

· Clear photographs of the damaged product and packaging.

· The unedited unboxing video.

· A brief description of the damage.

The video and photographs help us verify the condition of the parcel and product and assist us in raising a claim with the shipping provider where applicable.

3. Reporting Damaged Products

Please report any damage as soon as reasonably possible after receiving your order.

We will review the information and supporting evidence provided and determine the appropriate resolution.

Where the product is confirmed to have been damaged during delivery or is defective, we may offer an appropriate remedy, which may include:

· A replacement product, where available.

· A repair, where appropriate.

· A refund, where applicable.

Any remedy will be provided in accordance with applicable consumer law.

4. Wrong or Missing Products

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible with your order number and photographs of the parcel and its contents.

We will investigate the issue and, where appropriate, arrange a replacement, refund or other suitable resolution in accordance with applicable law.

5. Products Damaged After Delivery

We are not responsible for damage caused after delivery due to:

· Incorrect handling or installation.

· Improper use or storage.

· Accidental damage.

· Normal wear and tear.

· Failure to follow product care or usage instructions.

· Any alteration or modification made to the product after delivery.

This does not affect your statutory rights where the product was already faulty or not as described when supplied.

6. Handmade Product Characteristics

Our products are handmade and may have minor natural or finishing imperfections. These are part of the handmade character of the product and should not be considered defects.

Customers may notice minor imperfections such as:

· Small holes, pores or tiny gaps.

· Minor dust particles or specks.

· Small variations in texture or surface finish.

· Slight unevenness or minor marks.

· Small variations in colour, shape or pattern.

· Minor differences between the product shown in photographs and the actual product received.

· Minor variations in weight, size, dimensions and shape may occur from one piece to another.

· The weight and dimensions mentioned in the product listing are approximate and are provided for guidance. The actual product may have a small variation from the stated weight or measurements due to the handmade production process, natural materials and finishing.

Our handmade products are not factory-manufactured or machine-perfect, and therefore may not have a 100% uniform or flawless finish.

These minor characteristics do not affect the normal use, functionality or overall appearance of the product and are considered part of the handmade craftsmanship.

However, if a product has significant damage, a major manufacturing defect, or is materially different from the product described or ordered, please contact us with your order number, photographs and relevant video evidence. We will review the issue and provide an appropriate resolution in accordance with applicable consumer law.

7. Customised or Made-to-Order Products

For customised, personalised or made-to-order products, cancellation or return conditions may differ because the product is prepared specifically according to the customer’s requirements.

Where permitted by applicable law, customised or personalised products cannot be returned simply because of a change of mind.

If a customised product arrives damaged, defective or materially different from what was ordered, please contact us with the relevant photographs and video evidence so that we can investigate and provide an appropriate resolution.

8. Refund Processing

Where a refund is approved, we will process the refund using the original payment method where possible.

The time taken for the refund to appear in your account may depend on your payment provider, bank or card issuer.

We will confirm the refund once it has been processed from our side.

9. Return Shipping

Where a return is approved, we will provide instructions regarding the return process.

Customers should not send products back to us without first contacting VillageCraftHub and receiving return instructions.

Where a return is required because the product was damaged, defective, incorrect or otherwise not as described, return arrangements will be handled in accordance with applicable consumer law.

10. Competition Cancellation

If a competition or contest organised by Village Craft Hub is cancelled due to insufficient registrations, unforeseen circumstances, technical issues, government restrictions, or any other circumstances that prevent the competition from being conducted, registered participants will be eligible for a refund of the registration fee paid.

Where applicable, refunds will be processed using the original payment method. The time taken for the refund to reflect in the participant's account may depend on the payment provider or bank.

11. Duplicate Payments

If a participant accidentally makes a duplicate payment for the same registration using the same email address and contact number, the participant may contact us and provide proof of the duplicate payment.

After verification of the registration and payment details, the excess amount paid may be refunded using the original payment method where possible.

Duplicate payments resulting from separate registrations using different email addresses or contact numbers may be treated as separate registrations and may not qualify for a refund.

10. How to Contact Us

For any issue relating to a damaged, defective, incorrect or missing product, please contact us with your order number, photographs and any relevant video evidence.

Please do not dispose of the product or packaging until we have completed our review.

We will make reasonable efforts to review reported issues and respond as quickly as possible.

11. Your Statutory Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded, restricted or limited under applicable consumer protection laws.

Where applicable law provides you with a right to cancel, return, repair, replacement or refund, those rights will continue to apply.

If you have any questions about this policy, please contact VillageCraftHub before placing your order.