Return & Refund Policy
Last Updated: September 3, 2026
About Our Business
CRAFTNIVO and craftnivo.com are operated by Chengdu Weilian Xinchuang Network Technology Co., Ltd.
Chengdu Weilian Xinchuang Network Technology Co., Ltd. is the legal business entity responsible for products sold through craftnivo.com, including product sales, order processing, customer support, returns, refunds, and other customer-related transactions.
When you place an order through craftnivo.com, you enter into a purchase transaction with Chengdu Weilian Xinchuang Network Technology Co., Ltd., subject to the terms and policies published on our website.
30-Day Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
Before returning any product, please contact:
You must receive return approval, instructions, and the correct return address before sending anything back.
Please do not return products before receiving authorization.
Purchasing and Receiving Your Order
- Purchasing: Select your products, add them to your cart, and complete checkout using an available payment method. An order confirmation will be sent to the email address provided during checkout.
- Receiving: Orders will be delivered to the shipping address provided during checkout. Tracking information will be emailed when available.
Please review our Shipping Policy for additional information regarding processing times, delivery estimates, shipping costs, and tracking details.
Return Eligibility
To qualify for a return, the product must be:
- Unused and unopened
- In its original condition
- Returned with the original packaging where applicable
- Accompanied by proof of purchase
- Free from damage caused after delivery
For hygiene and safety reasons, opened or used skincare, body-care, and personal-care products generally cannot be returned unless they arrive damaged, defective, or incorrect.
Non-Returnable Items
The following items are generally not eligible for return:
- Used or opened skincare products
- Products damaged after delivery due to customer use
- Personalized or customized products
- Gift cards
- Products marked as final sale before purchase
- Items missing original packaging or accessories
- Products returned without authorization
These exclusions do not limit any mandatory consumer rights provided by applicable law.
How to Request a Return
To request a return, please email:
Please provide:
- Your order number
- The email address used during checkout
- The product name
- The reason for the return
- Photos or videos if the product has an issue
Our customer-support team will review your request and provide the appropriate return instructions.
Return Address
Do not send returns to our business registration address.
After your return request has been approved, our customer-support team will provide the appropriate return warehouse address and shipping instructions.
Returns sent without authorization or to an address not provided by our team may not be accepted.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos of the product
- Photos of the packaging
- A photo of the shipping label, if available
After reviewing your request, we will provide an appropriate solution, which may include:
- Replacement
- Refund
- Another reasonable resolution
Please keep the product and its original packaging until our team provides further instructions.
Return Shipping Costs
- Preference-based returns: Customers are responsible for return shipping costs when a return is caused by a change of mind, incorrect selection, or personal preference.
- Damaged, defective, incorrect, or incomplete products: CRAFTNIVO will provide an appropriate resolution without requiring the customer to bear related return costs where applicable.
We do not charge cancellation fees or restocking fees for eligible returns.
Refunds
After an authorized return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 5–10 business days after approval.
Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
Original shipping charges are generally non-refundable for preference-based returns.
If the return is related to a damaged, defective, incomplete, or incorrect product, an appropriate refund or other resolution will be provided.
Exchanges
Exchanges depend on product availability.
In some cases, you may need to return the original eligible product and place a new order.
Please contact:
before requesting an exchange.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We do not charge cancellation fees.
However, cancellation cannot be guaranteed after:
- Order processing has started
- Products have been packed
- Shipment preparation has begun
- The order has already been shipped
If the order has already shipped, the applicable return procedure must be followed.
Contact Us
For purchasing, delivery, returns, refunds, exchanges, cancellations, or product-related concerns, please contact:
Brand Name:
CRAFTNIVO
Website:
craftnivo.com
Company Name:
Chengdu Weilian Xinchuang Network Technology Co., Ltd.
Registered Address:
Room 2307, Unit 1, Building 1, No. 88, Section 1, Jiefang Road, Jinniu District, Chengdu, Sichuan, China.
Email:
service@craftnivo.com
Customer Service Hours:
Monday–Saturday, 9:00 AM–6:00 PM EST
When contacting us about an existing order, please include:
- Your order number
- The email address used during checkout
This will help us process your request more efficiently.