Refunds and Returns
Oliver's Craft accepts refund and return requests, but the commercial treatment depends on whether the case is seller-fault, transit damage, advertised-performance shortfall, or a customer-initiated cancellation or change of mind.
30-Day Advertised Performance Guarantee
If an Oliver's Craft product does not perform in line with the output capability or core performance claims we advertise for that product, contact us within 30 days of delivery. We will review the setup, usage conditions, fuel or power supply, accessories, and operating method with you directly. If the product still does not meet the advertised performance after reasonable setup and usage checks, Oliver's Craft will provide a full money-back refund.
Defective, Damaged, or Incorrect Products
If a product is defective, damaged in transit, or materially incorrect, contact support within 2 days of delivery with your order details, a clear description of the issue, and supporting photos. Valid seller-fault cases are handled at our cost, including return logistics where required, and we will confirm whether repair, replacement, or refund is the appropriate remedy.
Non-Defective Cancellations and Buyer's-Remorse Returns
If a customer requests cancellation or refund after payment has been captured for a non-defective order, and the request is not covered by the 30-Day Advertised Performance Guarantee above, the customer remains liable for third-party costs already incurred for that order. These may include committed outbound courier or export charges, return courier charges where applicable, and payment processing fees (typically 5-10%, depending on provider and payment method). These costs are charged by third parties to facilitate the order and are not absorbed by Oliver's Craft.
Refund Settlement
Where a valid 30-Day Advertised Performance Guarantee claim is approved, Oliver's Craft will provide a full money-back refund. Where a separate non-defective cancellation or return is approved outside that guarantee, the refund is calculated as the amount paid less any third-party costs already incurred for that order. The remaining net balance is then refunded to the original payment method. Banking and payment-provider timelines may affect when the refund reflects.
Return Conditions
Advertised-performance guarantee requests must be initiated within 30 days of delivery. Defective, damaged, or materially incorrect product claims should be raised within 2 days of delivery so we can act quickly with the courier, supplier, or support team. Returned items must include all supplied parts and accessories where applicable. Faulty or performance-related items must not be repaired, modified, or dismantled before assessment. Non-defective returns outside the advertised-performance guarantee must be unused, clean, and packed securely to avoid transit damage.
Long-Term Support and Spares
Every Oliver's Craft machine includes a 1-year warranty, but our support does not end there. We continue to assist clients with servicing, wear-and-tear spare parts, fitting guidance, and long-term aftercare directly through Oliver's Craft so equipment remains supported beyond the warranty term.
How to Start a Return
Contact support with your order details, reason for return, and relevant photos or videos if there is a fault, transit issue, or advertised-performance concern. We will confirm the next step, including setup review, collection, return routing, inspection, and whether the outcome is a repair, replacement, full money-back refund, or net refund.