Refund & Dispute Policy

Last Updated: March 10, 2026

At Heritage Craft House Ltd, we take immense pride in the quality of our handcrafted decor and artisanal goods. Since our products are often handmade and shipped in bulk, we have established the following policy to ensure fair and transparent resolutions for our B2B partners.

1. Order Cancellations

• Pre-Production: Cancellations are accepted within 48 hours of order placement for a full refund.

• In-Production: Once the artisanal crafting process has begun, cancellations may be subject to a restocking fee of 30% to cover material and labor costs.

• Shipped Orders: Orders cannot be canceled once they have been handed over to the freight forwarder.

2. Damages and Shortages

Because handicrafts are delicate, we follow a strict inspection protocol. However, if items arrive damaged:

• Reporting Period: Any damage or shortage must be reported within 7 business days of delivery.

• Evidence Required: You must provide clear photographic or video evidence of the damaged items and the condition of the exterior packaging.

• Resolution: Upon verification, we will offer a choice of:

  1. A credit note for your next order.

  2. A replacement of the damaged items in your next shipment.

  3. A partial or full refund for the specific damaged units.

3. Quality Discrepancies

Handmade products naturally vary in color, texture, and size.

• Minor Variations: Slight differences from the catalog images are a hallmark of authentic craftsmanship and are not considered defects.

• Significant Defects: If a product fails to meet the agreed-upon technical specifications (e.g., wrong material or incorrect dimensions beyond a 5% margin), a dispute can be filed for a return or discount.

4. Returns (B2B Specific)

• Return Authorization: No returns will be accepted without a Return Merchandise Authorization (RMA) number issued by our team.

• Shipping Costs: Unless the return is due to our error (wrong item sent), the buyer is responsible for all return freight charges and export duties.

• Condition: Items must be returned in their original export packaging to prevent further damage during transit.

5. Dispute Resolution Process

We aim to resolve all issues through professional dialogue. The process is as follows:

1. Submit Claim: Email our support team at [Your Email Address] with your Order ID and evidence.

2. Review: Our Quality Assurance team will review the claim within 3-5 business days.

3. Mediation: We will propose a resolution (Credit, Refund, or Replacement).

4. Final Decision: If an agreement cannot be reached, the dispute shall be governed by the laws of [Your Country/State] and settled through arbitration.

6. Non-Refundable Items

• Custom-designed (Bespoke) items manufactured specifically for your brand.

• Items damaged due to improper handling or storage at the buyer’s warehouse.

• Clearance or “Final Sale” inventory.