Refund policy

RETURNS, REPLACEMENTS & REFUND POLICY

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At Crochello, every creation is thoughtfully handcrafted and made with care. Many of our products are handmade, customized, or made to order, which means no two pieces will ever be exactly alike.

Slight variations in colour, size, arrangement, wrapping, finishing, stitching, flower placement, or design may occur across crochet items, plushies, bouquets, gift hampers, hair accessories, and other handmade creations. These variations are a natural part of handcrafted products and are not considered defects.

RETURN & REPLACEMENT ELIGIBILITY

We take great pride in the quality of our products and carefully inspect every order before dispatch.

Returns or replacements may be considered only if:

• The product arrives damaged during transit
• You receive an incorrect item
• An item is missing from your order
• There is a significant manufacturing defect

Any issue must be reported within 24 hours of delivery.

To be eligible for review, customers must provide:

• A clear and uninterrupted unboxing video
• The sealed package visible before opening
• The shipping label and order details clearly visible
• The entire opening process recorded without cuts, edits, or pauses
• Clear photographs of the issue, if requested

Claims submitted without a valid unboxing video may not be eligible for review.

CUSTOMIZED & PERSONALIZED PRODUCTS

As most Crochello products are handmade and often customized specifically for each customer, customized and personalized orders are non-returnable and non-refundable.

Exceptions may be made only if the product arrives damaged, defective, or materially different from the approved order.

If incorrect personalization details, names, dates, messages, addresses, or customization instructions are provided by the customer at the time of ordering, requests for refunds or replacements will be reviewed on a case-by-case basis.

NON-RETURNABLE ITEMS

We do not accept returns, refunds, or replacements for:

• Change of mind
• Personal preference
• Minor handmade variations
• Delays caused by courier partners
• Incorrect information provided during checkout
• Products that have been used, altered, or damaged after delivery

REPLACEMENTS

Where applicable, Crochello may offer a replacement instead of a refund.

Replacement requests are reviewed individually depending on product availability, customization requirements, and the nature of the issue reported.

RETURN PROCESS

To initiate a claim, please contact us within 24 hours of receiving your order at:

[crochello.enquiries@gmail.com](mailto:crochello.enquiries@gmail.com)

Please include:

• Order number
• Full name
• Description of the issue
• Unboxing video
• Relevant photographs (if applicable)

Once your request has been reviewed and approved, return instructions and the return address will be shared with you.

Customers will be required to self-ship approved return items. Reasonable return shipping charges for approved claims will be reimbursed or covered by Crochello.

Please do not ship any item back without receiving confirmation from our team.

LOST SHIPMENTS

In the rare event that an order is lost in transit, Crochello will investigate the matter with the courier partner and determine an appropriate resolution on a case-by-case basis.

REFUNDS

Once the returned product is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be processed to the original payment method used during checkout.

Depending on your payment provider, it may take additional time for the refunded amount to reflect in your account.

In certain situations, Crochello may offer store credit instead of a monetary refund, depending on the nature of the claim.

If you have any questions regarding returns, replacements, refunds, bulk orders, or your purchase, please contact us:

Email: [crochello.enquiries@gmail.com](mailto:crochello.enquiries@gmail.com)

Location:
Bhayandar, Mumbai,
Maharashtra, India