Returns & Exchanges

Our Commitment to Quality

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At Daily Sutra × KraftedKey, we take immense pride in the craftsmanship and quality of every piece. Because we produce and ship our collections with meticulous care, and to maintain the highest hygiene standards for our customers, our general policy is no exchanges and no returns.

However, we stand firmly behind our craft. If you receive an item that is incorrect, defective, or damaged in transit, you are eligible to raise a priority complaint, and our team will review and resolve it promptly.

1. How to Report an Issue

If something isn't right with your order, please let us know immediately so we can make it right.

Step 1: Report Quickly

You must report the issue within 48 hours of delivery. Please include your order number, the item name, and a brief description of the problem. You can reach us via:

Step 2: The Mandatory Unboxing Video

Video Guidelines

To protect our customers and ensure fair resolutions, a full, unedited, uncut unboxing video is strictly mandatory for any complaint to be considered.

  • Show the Seal: Start by showing the sealed packaging from all sides so the original condition is clearly visible.
  • Show the Label: Clearly display the order label and invoice on camera.
  • Continuous Recording: Begin the unboxing on camera and record continuously until the product and all included accessories are fully visible.
  • No Edits: The video must be clear, well-lit, and completely unedited. Do not speed up, crop, or splice clips together.
  • Zoom in on the Issue: Show a clear, well-lit closeup of the defect, damage, or incorrect item so our team can accurately assess it.

2. What We Review & Typical Outcomes

Once we receive your video and details, our quality control team will carefully cross-verify the footage against our dispatch records.

What We Check

  • The packaging condition and seal integrity prior to opening.
  • Whether the unboxing video follows the mandatory guidelines above.
  • The nature and extent of the defect, damage, or mismatch.

Possible Resolutions

If your claim is approved, we will work with you to provide one of the following solutions:

  • A direct replacement of the exact same item (subject to availability).
  • A professional repair, where feasible and appropriate.
  • A refund or store credit at our discretion, strictly in cases where a replacement or repair is not possible.

3. Timelines & Communication

  • After you submit the required video, our team will respond within 48–72 hours with the outcome and next steps.
  • If a return is approved, we will provide specific packaging instructions and, where applicable, a prepaid return shipping label or reimbursement details.
  • The estimated resolution time after approval will depend on your chosen remedy and standard shipping transit times.

4. When a Claim May Be Denied

To protect the integrity of our brand and prevent fraudulent claims, Daily Sutra × KraftedKey reserves the right to deny a return or refund request if any of the following apply:

  • The unboxing video is missing, edited, incomplete, or too blurry to assess.
  • The product shows obvious signs of use, wear, or tampering after delivery.
  • The packaging or product shown in the video does not match our dispatch records or order details.
  • Evidence suggests the claim is fraudulent, suspicious, or an attempt at policy abuse.

If a claim is denied, we value transparency. We will clearly explain the reason for the denial and provide any evidence used in our assessment.

5. Helpful Tips for a Smooth Process

  • Always keep the original packaging, tags, and invoices intact until your claim is fully resolved.
  • Record your unboxing in a quiet, well-lit space—even if you don't suspect an issue, it's a great habit for online shopping!
  • Keep the video file safe on your phone until the issue is officially closed.

Thank you for choosing Daily Sutra × KraftedKey. Our ultimate goal is to resolve genuine issues fairly and quickly while protecting the craft we care so deeply about.