Refunds & Returns
Since Gocrafti is a marketplace of independent shops, refunds, returns, and exchanges are handled differently from seller to seller. Gocrafti has it's own Return materials Authorization (RMA) system which provides buyers 100% Shopping Protection (Click here for More).
In general, each seller on sets their own policies regarding returns and refunds. These policies should be displayed in each seller's Shop Policies page. If you are not able to see Refund and Return policy at seller profile/page, Don't shop from that seller and inform the seller about this by sending him email. You can also inform us regarding this issue at firstname.lastname@example.org
Here are a few links that may help you with Returns and Refunds:
You can cancel your order in pending Status only. You need to Sign In your account and click "My order" You can now see the cancel link available along with your ordered product only if your product has not been shipped.
You can contact the seller directly via browsing the purchased/desired product. You can see a sold by label (Seller label) followed my seller name on the product page. You can contact the seller by clicking that link.
Gocrafti strongly believes in transparent shopping. Therefore we have insured every item with 100% Shopping Protection Policy (SealPay). This Policy applies if :
- Products which you received in "Damaged/Defective/Broken" condition.
- Products not as per description/photo on the website.
- Products which you may not like for quality, color and design related issues.
All the products must be returned in the original condition they were received in along with any bills and labels. Please follow the next article (Finding your Refund) to use RMA within 3 days of receipt of the product. RMA raised after after 3 days of delivery may not be entertained by sellers/. Consumable products like food and beverages, bath and beauty products and bulky items like furniture/statues/paintings/temples (mandir) can't be returned. Custom/customized/ stitched products and customized Gocrafti Exclusives products can't be returned. SealPay doesn't apply at Customized Gocrafti Exclusives products or Custom/customized/ stitched products.
The products are sent out by the sellers. We instruct & encourage the sellers to ensure that they take all measures possible to send quality products to you in a secure condition. Still, if you receive a defective/damaged item, you are requested to follow these steps
1. Create a return/replacement request online. You can replace the product bought on within 4 days of delivery.
2. Login to your Account and click RMA link (Available at My Account tab).
3. Read the Returns Policy and hit I Agree button.
4. Select the item you wish to replace and fill up the details required.
5. Once the return/replacement request is created, we will ensure that it is processed as soon as possible.
In case our Return and refund Team approved your product for return, you need to see the seller policy for returning, generally Gocrafti doesn't charge anything for return. All the refunds will be paid by Net Banking for which you need to provide us Your Bank account details when needed. All refunds will be completed in 7-10 days.
As a seller on , you are expected to clearly state your policies about Returns and Refunds in your Shop Policies page. These policies are also expected to fall in line with 's policies.
Let buyers know how you, as a shop owner, manage and run your shop--including how you’d handle any issues or problems with a transaction.
If you do have a problem with a transaction, it’s best to contact the buyer directly via Conversations. Buyers are also encouraged to contact you if they experience any issues.
Here are a few resources for Returns and Refunds on :
Please refer our Terms of Sale policy page.
We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before raising an RMA on .
For this reason, it is important that you have filled out your shop policies and regularly respond to Conversations from your buyers.
Your Obligations as a Seller
You must respond to any open cases within seven days. Please see our 100% Shopping Protection Policy for more information.
Resolving an Open Case
To view the full details of the case, go to My Account > RMA System > All RMA. Click the RMA reported and then select the applicable RMA ID number.
You will see an Add Your Comment box where you can view the RMA. Depending on the transaction, you can also take other actions, such as changing the status of the RMA or updating the shipping information.
Please direct all comments and information relating to your case--including proof of shipping or refund--to this page that lists your cases. You can upload screenshots or photos directly to the case page by clicking the Attach Image link under the text box.
Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Gocrafti. Proof of shipping could be :
A scanned copy of the delivery confirmation or departure information
A shipping service receipt
A customs form
- A tracking number and/or tracking information that shows the package was delivered to the buyer
Your case will close automatically when:
You issue the buyer a full refund through Direct Checkout.
The buyer closes the case if they are satisfied with the resolution.
- You add tracking information to the case that confirms the package was delivered to a location matching the transaction receipt (for cases of non-delivery only).
If a case isn’t resolved, buyers can send the case to us for review. In the unlikely event that a case remains unresolved for more than 90 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
Gocrafti's Involvement in a Case
Trust & Safety can review and intervene in the following types of cases:
You have provided the buyer with proof of shipment.
You have issued a refund.
- You have met ’s Seller Protection requirements for the transaction.
When necessary to resolve a case, reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Direct Checkout.
Types of Cases Buyers Can File
There are two types of cases that a buyer can open:
1) a Non-Delivery case
2) a Not as Described case
A Non-Delivery occurs when a buyer places an order and submits payment, but does not receive the item. A few examples of Non-Delivery cases:
An item was never sent.
An item was sent to an address that is not on the receipt.
- There is no proof that the item was shipped to the delivery city/state and zip code.
An item is Not as Described if it is materially different from the seller’s listing description and photos. Here are a few examples of Not as Described cases:
The item received is a different color, model, version, or size.
The item has a different design or material.
The item was advertised as authentic but is not authentic.
The seller failed to disclose the fact that an item is damaged or is missing parts.
A buyer purchased three items but only received two.
- The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used.
Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:
The item(s) were ordered for a specific date or event (Special conditions).
A deadline was agreed upon by the buyer and seller.
- The item(s) are rendered useless after that date.
If an item is materially similar to the seller’s listing description and photos, it would not be eligible for a Not as Described case. Here are a few examples of what would not qualify as Not as Described:
The defect in the item was correctly described by the seller.
The item was properly described but the buyer simply did not want it after they received it.
The item was properly described but did not meet the buyer’s expectations.
The item has signs of wear and was correctly described as used condition.
- The item was damaged during shipment.
Some transactions on Gocrafti will not qualify for the case system. Some may violate 's policies. Others may not be covered by Gocrafti’s case system. Some examples:
Items that are purchased in person
Intangible items, including services
Transactions where payment is not made via Gocrafti’s Checkout system
Items that are returned without a return agreement
Items that have been used, worn or washed after receiving
Physical or tangible items that are not available for return
Items that are received after the agreed-upon delivery date due to shipping delays
- Cost of shipping disputes
Issues with a Transaction
Please keep in mind that Gocrafti provides the marketplace, but isn’t directly involved in transactions between individual buyers and sellers.
If you have trouble with an order and can't sort it out directly with your seller or buyer, Login to your Gocrafti Account and click RMA link (Available at My Account tab).”
The RMA System
Opening a case is the best way to let a seller and Gocrafti know that you're having issues with an order.
The case system on Gocrafti is where buyers and sellers work together to resolve their issues. If necessary, Gocrafti Trust & Safety Team can help bring a dispute to a conclusion.
Please note: If a buyer does not formally file a case, Gocrafti cannot get involved.