1. Purpose

At KraftedKey, we are committed to providing our customers with premium, meticulously crafted jewelry and an exceptional shopping experience. We understand that occasionally, issues may arise during transit. This policy is designed to provide a transparent, fair, and efficient process for handling replacements and exchanges to ensure absolute satisfaction while protecting the bespoke nature of our products.

2. Scope

This policy applies to all products purchased directly through the KraftedKey website or official sales channels. It governs the interactions between KraftedKey and the customer regarding product discrepancies, damages, or defects discovered immediately upon delivery.

3. Definitions

• Replacement: Providing the customer with the exact same item originally ordered to replace a faulty, damaged, or incorrect one.
• Exchange: Providing a different product of equal value (subject to availability) in place of the original item.
• Refund: Reversal of funds to the original payment method, processed only under exceptional circumstances.
• Unboxing Video: A continuous, unedited video recording starting from the sealed package, clearly showing the shipping label, and documenting the entire process of opening the box and inspecting the jewelry.

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4. Policy Guidelines & Eligibility

4.1 Timeline

The window for raising a request for a Replacement or Exchange is three (3) days (72 hours) from the date of delivery. Requests initiated after this window will strictly not be entertained.

4.2 Customized & Personalized Jewelry Exception

Due to the bespoke nature of our personalized items (including custom name pendants, engraved pieces, and specific plating selections), these products are crafted specifically for you and cannot be resold. Therefore, all personalized jewelry is strictly non-returnable and non-refundable unless it falls under one of the qualifying circumstances below.

4.3 Qualifying Circumstances

Customers may request a replacement or exchange under the following specific conditions:

• Missing Product: The package arrived with one or more items from the order missing.
• Wrong Product / Spelling Error: The item received does not match the item ordered (e.g., incorrect chain length, wrong plating color, or a spelling error made by our production team).
• Damaged Product: The jewelry was physically bent, broken, or damaged during the shipping and transit process.

4.4 Mandatory Requirement: Unboxing Video

To maintain the integrity of our quality control process, an unboxing video is mandatory for all claims.

• The video must be clear, well-lit, and show the sealed package from all sides before opening.
• The video must be continuous (no cuts, pauses, or edits).
• Failure to provide a valid, unedited unboxing video gives KraftedKey the absolute right to reject the request.

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5. Procedures and Process

Step 1: Raising a Request

To initiate a request, the customer must email our support team at return@kraftedkey.com within 3 days of delivery. The email must include:

1. Order Number
2. Clear description of the issue
3. The mandatory Unboxing Video (attached or provided via a secure link)

Step 2: Verification

Our quality assurance team will review the request and the provided video evidence. We aim to verify and revert with a solution within 72 hours of receiving the email.

Step 3: Resolution

Once the request is approved, KraftedKey will prioritize crafting and shipping a Replacement for the item at no additional cost to the customer.

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6. Refund Policy

KraftedKey operates primarily on a replacement model to ensure you receive the exact piece you envisioned. Refunds are only processed under the following exceptional circumstances:

1. Out of Stock: The specific materials required for your product are no longer available, and a suitable exchange cannot be agreed upon.
2. Resolution Delay: KraftedKey is unable to provide a resolution (shipment of a replacement) within 7 business days of the request approval.

*Approved refunds will be credited back to the original payment method or issued via store credit, as determined during the resolution process.

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7. Compliance and Non-Compliance

• Strict Adherence: Customers must adhere to the 3-day notification window. Requests made on the 4th day or later will be automatically disqualified.
• Condition of Goods: For exchanges, products must be returned in their original KraftedKey packaging with all accessories included, showing no signs of wear.
• Fraud Prevention: KraftedKey reserves the right to blacklist accounts that demonstrate a pattern of fraudulent claims or submit tampered video evidence.

8. Disclaimers & Legal Considerations

• Handcrafted Variations: Minor variations in texture or finish are natural characteristics of handcrafted jewelry and do not qualify as a "Defective Product."
• Plating & Wear: Our jewelry features premium silver, gold, and rose gold plating. Natural tarnishing or fading due to exposure to water, perfumes, harsh chemicals, or individual skin acidity is not considered a manufacturing defect and is not eligible for a replacement.
• Limitation of Liability: KraftedKey’s maximum liability is strictly limited to the purchase price of the product in question.

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9. Approval & Revision History

Approved By: KraftedKey Management Team
Policy Owner: Customer Success Department
For any further clarifications regarding this policy, please contact us at return@kraftedkey.com.