Refund policy

If something arrives broken

Ceramics travel badly sometimes. If a piece arrives damaged, send us a photo on WhatsApp at +92 339 111 3 666, or email support@craftan.net, within 24 hours of the courier marking your order delivered.

You do not need to send the broken piece back. Keep it or throw it, up to you.

Once we have the photo, you choose: a replacement or a refund. Many of our pieces are one-off, so if that exact design is finished we will either find you something close or refund you in full.

If you change your mind

You can exchange any piece within 7 days of delivery, as long as it is unused and back in its original packing. Return shipping is paid by you. The piece has to reach us unbroken, so pack it properly. You are choosing the courier on the way back, so anything that breaks in transit to us is not something we can cover.

If you are in Islamabad, bring it to the shop instead. Exchanges in person are free and there is no courier to worry about. Shop 10, Sheikh's Mall 3, Sector H, Bahria Enclave.

For change of mind we exchange, we do not refund.

Cancelling an order

Any time before it is dispatched. Message us on WhatsApp and we will cancel it.

How refunds are paid

Bank transfer, Easypaisa or JazzCash, whichever suits you. The money goes out within 2 to 3 business days of the refund being agreed.

Questions

WhatsApp +92 339 111 3 666 or email support@craftan.net.