Refund and Returns Policy
Last Updated: October 2026
At Craftinnov (owned and globally operated by YEEDA INDUSTRIAL LIMITED), we are committed to providing exceptional quality across our bespoke, engineered custom awards and illuminated signage. Because all our products are custom-manufactured to customer specifications, this policy outlines our return, replacement, and refund terms tailored specifically for custom-engineered orders.
1. Return & Refund Policy for Custom & Personalised Products
Because our trophies, awards, and signage products are custom-manufactured to your specific designs and text approvals, we generally do not accept standard returns or exchanges for non-defective custom items once production is complete.
However, we stand behind the quality of our craftsmanship:
1. Manufacturing Errors & Transit Damage (100% Guaranteed)
If your order arrives damaged, defective, or fails to match your final approved design proof due to our manufacturing error, please contact us at seller@craftinnov.com within 14 days of delivery with photos of the issue. We will immediately arrange a free replacement or issue a full refund.
2. Order Cancellation
Custom orders can be canceled for a full refund at any time PRIOR to design proof approval or the start of manufacturing. Once production has commenced, custom orders cannot be canceled or refunded.
2. Bespoke & Custom-Engineered Orders (B2C & B2B Customizations)
Because custom crystal awards, 3D laser-engraved trophies, and bespoke signage are manufactured to individual specifications, specialized rules apply:
• Proof Approval Guarantee: Prior to production, our Shenzhen engineering team provides digital 3D proofs or CAD mockups for your explicit review. Production commences only after you approve the final proof, text, dimensions, and layout.
• Cancellation Before Approval: If you request cancellation before approving the final design proof, a full refund will be issued minus any non-refundable payment processing fees.
• Non-Returnable After Production: Once a custom proof is approved and production begins, custom orders are non-refundable and non-returnable for change-of-mind or customer-submitted spelling/design errors.
• Manufacturer Guarantee & Remake: If the delivered custom product differs structurally or visually from the approved proof due to a manufacturing defect, Craftinnov will immediately remanufacture and ship a replacement at 100% free of charge.
3. Damaged or Defective Items Upon Delivery
All orders are rigorously inspected and padded in protective international shipping cases before dispatch.
* Reporting Window: If your shipment arrives damaged or has a manufacturing defect, please notify us within 14 days of delivery by emailing seller@craftinnov.com. (We recommend inspecting your package within 48 hours of arrival for expedited replacement processing).
* Required Proof: Please include your Order ID along with clear photos/videos of both the outer packaging (showing the shipping label) and the damaged item.
* Resolution: Upon verification, we will immediately process a priority free replacement or issue a full refund to your original payment method.
4. How to Initiate a Return & Return Address
To initiate a return or request a replacement, please follow these steps:
1. Contact our support team at seller@craftinnov.com with your order number.
2. Our customer service team will review your request and issue a Return Merchandise Authorization (RMA) along with specific return instructions.
3. Return Receiving Warehouse: Because all custom craftsmanship and product quality inspections are managed at our primary manufacturing facility, authorized physical returns must be shipped to our designated Shenzhen warehouse:
Craftinnov Returns & Inspection Center (R&D Studio)
Authorized Return Address:
Please note that to ensure rigorous technical inspection and direct manufacturer verification, all authorized returns must be sent to our dedicated manufacturing & quality assurance studio:
* Recipient: Craftinnov Return & Quality Department
* Return Address: Room 426, Changan Building, No. 56, Second Industrial Zone, Houting Community, Shajing Street, Baoan District, Shenzhen, China
* Customer Service Contact (HK Office): +852 5479 3580
* Email Support: seller@craftinnov.com
* Defective, Damaged, or Incorrect Items: If you receive a damaged, defective, or incorrectly engraved product due to our operational or manufacturing error, Craftinnov will bear 100% of the international shipping costs for replacements. We will provide a priority free replacement or fully refund your order.
* Customer Change of Mind / Cancelled Orders: Because all items on craftinnov.com are 100% custom-manufactured bespoke products, we do not accept returns or refunds for customer change of mind once production has commenced. If an order is cancelled prior to design proof approval, a full refund will be processed with zero shipping fees charged.
5. Refund Processing Timeline
• Once your returned package is received and inspected at our warehouse, we will notify you via email regarding the approval status of your refund.
• Approved refunds will be automatically credited back to your original method of payment (PayPal or credit card) within 3 to 5 business days.
• Original shipping costs are non-refundable unless the return is due to our error.
6. Contact Us
If you have any questions regarding our Refund and Returns Policy, please reach out via our official details:
Operating Entity: YEEDA INDUSTRIAL LIMITED
Registered Business Address (Headquarters): RM 1316A, 13/F, SUNBEAM CTR, NO.27 SHING YIP ST, KWUN TONG, KOWLOON, HK
R&D & Manufacturing Studio: Room 426, Changan Building, No. 56, Second Industrial Zone, Houting Community, Shajing Street, Baoan District, Shenzhen, China
Customer Support Email: seller@craftinnov.com
Customer Support Phone: +852 5479 3580
Customer Support Hours: Mon – Fri, 9:00 AM – 6:00 PM (HKT)
Governing Law: Laws of Hong Kong