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, or a customer-initiated cancellation or change of mind.

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, 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 non-defective cancellation or return is approved, 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

Return requests must be initiated within 2 days of delivery. Items must be returned in original condition with all supplied parts and accessories where applicable. Faulty items must not be repaired, modified, or dismantled before assessment. Non-defective returns 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 if there is a fault or transit issue. We will confirm the next step, including collection, return routing, inspection, and whether the outcome is a repair, replacement, or net refund.