Rules & Policy
Returns & Refunds Policy
We stand behind the quality of our work. If something is not as you expected, we will work with you to put it right. Your satisfaction is a reflection of our own dedication.
Effective: 25 April 2025
Our Promise to You
At Hibrkraft every product is the work of hands and heart. We understand that buying something handmade is a matter of trust. If what you receive has a manufacturing defect, or is not what you ordered, putting it right is entirely our responsibility. This policy exists to give you peace of mind, through a process that is fair and transparent.
When a Return Applies
You may request a return or an exchange if the product you received meets any one of the following:
- Manufacturing Defect: Loose stitching, torn pages that were not caused in transit, or any other functional fault arising from how we made it.
- Wrong Item Sent: You received a product different from the one you ordered (the wrong size, colour or design, for example).
- Damage in Transit: The product was damaged on arrival (an unboxing video is required as evidence).
How to Submit a Return
- Contact Us: Get in touch with our team by email at legal@hibrkraft.com or on WhatsApp at +62 815 1119 0336, no later than 7 (seven) days after you receive the product.
- Include Evidence: Attach clear photographs or video showing the defect or the discrepancy, along with your order number. For damage in transit, an unboxing video with no cuts is an absolute requirement.
- Wait for Confirmation: Our team will review your submission within 2×24 working hours and send you further instructions.
- Send the Product Back: If approved, return the product unused and complete with its original packaging.
The Remedies We Offer
Once we have received and verified the product, you may choose one of the following:
- Replacement: We will send a correct new product at no extra cost.
- Refund: We will refund you in full (not including the original shipping cost) within a maximum of 14 working days.
Return Shipping Costs
- Covered by Hibrkraft: Where the fault is shown to be ours (a manufacturing defect, or the wrong item sent).
- Covered by the Customer: Where the return is for any other reason that is not our fault (a change of mind on a non-customised product, for example), and only where agreed beforehand.
A Note About Handmade Work
Hibrkraft products are made by human hands, not by machine. Every mark in the leather, every slight difference in colour, every trace of the stitching is a sign of authenticity — not a defect. These characteristics are what make each piece unique, with a story of its own.
Products That Cannot Be Returned:
- Customised Products: Items personalised with a name, a logo or a bespoke design cannot be returned unless there is a manufacturing defect.
- Natural Variation in the Material: Minor differences in the texture or the colour of the leather are normal, and are not a defect.
- “Final Sale” Items: Products bought in a special discount or clearance programme cannot be returned.
Common Questions About Returns
How long do I have to submit a return?
You have a maximum of 7 (seven) calendar days from the date you receive the product to contact us and begin the return process.
NEED TO START A RETURN?
Our team is ready to help. Have your order number and your photo or video evidence to hand, then get in touch to begin.
