Rules & Policy
Returns & Exchanges Policy: Your Peace of Mind
At Hibrkraft we put our heart and our pride into every handmade product we send out. We also understand completely that sometimes things do not go to plan. There may be damage in transit, or the product you receive may not be quite what you hoped for. We wrote this policy not as a set of rigid rules, but as our promise to you: that your satisfaction and your trust are our first priority.
Our commitment is to give you a returns process that is not only fair, but easy, quick and free of stress.
- Condition of the Product: The product must be returned in its original condition — unused, unaltered, and free of new damage — complete with the original packaging to protect it on the journey back.
- Time Limit: A return must be submitted within a maximum of 7 (seven) working days, counted from the date the product was received according to the courier's tracking data.
- Initial Documentation: You must complete our Online Return Form in full. For a claim of damage or a wrong delivery, please include clear photographs, or an unboxing video, showing the problem with the product.
Our Online Return Form. Fill in your order details, choose the reason for the return, and upload photo or video evidence if the product you received was damaged or incorrect. The process takes only a few minutes.
2. Wait for Verification & Instructions
Our customer service team will review your submission within 1×24 working hours. Once it is approved, we will send a confirmation email with full instructions for sending the product back, including our warehouse address.
3. Pack and Send the Product
Repack the product safely in its original packaging. Send the parcel to the address we have given you. We strongly recommend using a courier that provides a trackable consignment number.
4. Receive Your Resolution
Once the product arrives and has been inspected at our warehouse, we will process the resolution you chose straight away. A refund will be processed, or an exchange product prepared for despatch, within 3–5 working days.
Type of CostDetail
- Return Shipping Cost (To Our Warehouse)
- Covered by Hibrkraft where the return is caused by our error (a faulty product, or the wrong item sent). We will provide a prepaid shipping label, or reimburse your postage.
- Covered by the Customer where the return is due to a change of mind, or to the wrong variant being chosen.
- Shipping Cost for the Exchange Product (To Your Address)
- Free. Hibrkraft covers the cost of sending the replacement to your address.
- Refund Processing Time
- An estimated 3–5 working days after we receive and inspect the product, depending on your original payment method.
- Exchange Processing Time
- The replacement product will be sent within 1-2 working days after we receive and inspect the returned item.
- Customised Products: Because these are made personally for you (with your initials, for example), they cannot be returned or exchanged unless there is a clear manufacturing defect on our part.
- Damage by the User: Damage arising from improper use, from negligence, or from an accident after the product was received is not covered by our returns guarantee.
- Sale/Discount Products: Items bought during a promotion or a major discount period may carry a final-sale policy (not returnable). This will always be stated clearly on the product page.
For an exchange for the same item (because of a defect): simply follow the standard return procedure and choose “Exchange” on the form. We will send you a new, perfect unit.
For an exchange for a different item: the easiest and quickest route is to return your original product (and take the refund), then place a new order for the one you want. That makes sure the new product does not go out of stock while you wait for the return to be completed. Our team is ready to help. Do not hesitate to start the process, or to contact us if you have any questions.
