Return & Refund Policy

Last Updated: July 19, 2026

At Cretzo, we strive to provide a seamless shopping experience while supporting independent artisans, creators, and sellers. Since many products on our platform are handmade, customized, or made-to-order, our Return & Refund Policy differs from that of traditional retail marketplaces.

By placing an order on Cretzo, you agree to the terms of this Return & Refund Policy.

1. Return Eligibility

You may request a return if:

• You received the wrong product.
• The product was damaged during transit.
• The product has a manufacturing defect.
• The product is significantly different from the description or images on the product page.
• The product is missing essential parts or accessories.
• The seller approves the return request in accordance with this policy.

Unless otherwise specified, return requests must be submitted within 7 days of successful delivery.

2. Non-Returnable Products

The following products are generally not eligible for return or refund, except where they arrive damaged, defective, or incorrect:

• Customized or personalized products
• Handmade products made specifically for a customer
• Made-to-order products
• Digital products
• Gift Cards or Store Credits
• Food and edible products
• Perishable goods
• Beauty, skincare, cosmetics, and personal care products after opening
• Hygiene-sensitive products
• Intimate wear
• Products marked as "Non-Returnable" on the product page

3. Chargeable Returns

To support artisans and reduce unnecessary reverse logistics costs, certain products on Cretzo may have Chargeable Returns.

Products with chargeable returns will be clearly marked on the respective product page before purchase.

By purchasing such products, you acknowledge and agree that if you request a return for eligible reasons other than seller error, manufacturing defects, damaged delivery, or incorrect product, a return handling and reverse logistics charge may apply.

The applicable return charge may be:

• Deducted from your refund amount; or
• Collected before arranging the return pickup.

The return charge may vary depending on:

• Product category
• Product size and weight
• Delivery location
• Courier charges
• Seller location
• Product value

The exact applicable return charge, if any, will be displayed during the return request process before confirmation.

4. Free Returns

No return shipping charges will apply if:

• An incorrect product was delivered.
• The product arrived damaged.
• The product has a verified manufacturing defect.
• Essential parts or accessories are missing.
• The seller or Cretzo is responsible for the issue.

In such cases, Cretzo will arrange reverse pickup through its logistics partners, where service is available, at no additional cost to the customer.

5. Return Request Process

To initiate a return:

1. Log in to your Cretzo account.
2. Navigate to My Orders.
3. Select the order.
4. Click Request Return.
5. Select the appropriate return reason.
6. Upload photographs or videos, where applicable.
7. Submit the request.

Our support team and the seller will review your request before approving or rejecting it.

6. Return Approval

Every return request is individually reviewed.

Cretzo reserves the right to:

• Approve the request.
• Request additional information or evidence.
• Reject fraudulent, abusive, or ineligible requests.

Approval depends on:

• Product condition
• Seller verification
• Supporting evidence
• Applicable marketplace policies

7. Reverse Pickup & Return Shipping

For approved returns:

• Reverse pickup may be arranged through Shiprocket or its courier partners where service is available.
• If reverse pickup is unavailable in your location, you may be requested to ship the product to the seller's designated return address.

Customers must securely package returned items to prevent transit damage.

8. Product Condition for Returns

Returned products should:

• Be unused wherever applicable.
• Be returned in their original condition.
• Include original packaging wherever possible.
• Include all accessories, manuals, certificates, warranty cards, labels, and complimentary items.

Returns may be rejected if products are damaged due to customer misuse or are returned in an unacceptable condition.

9. Refund Process

Once the returned product is received and inspected:

• The seller and Cretzo will verify the return.
• Approved refunds will be processed to the original payment method.
• Cash on Delivery (COD) refunds may be credited to your verified bank account or UPI ID.

Refunds are generally processed within 5–10 business days after approval, although the actual credit timeline depends on your bank or payment provider.

If a return is subject to applicable return shipping or handling charges, those charges will be deducted from the refund amount. A refund summary showing the deductions will be provided where applicable.

10. Partial Refunds

A partial refund may be issued if:

• Accessories or complimentary items are missing.
• The returned product is damaged due to customer handling.
• The returned item is incomplete.
• The product has been used beyond reasonable inspection.

11. Replacement Policy

Eligible products may qualify for a replacement instead of a refund.

Replacement requests are subject to:

• Seller approval
• Stock availability
• Product availability

If a replacement is unavailable, an eligible refund will be processed.

12. Order Cancellation

Before Shipment

Orders may be cancelled before they are dispatched. Eligible cancellations will receive a full refund.

After Shipment

Orders generally cannot be cancelled once dispatched.

Customers may submit a return request after delivery if the product qualifies under this policy.

Customized, personalized, or made-to-order products cannot be cancelled once production has started.

13. Refused Deliveries

Customers should not refuse delivery without a valid reason.

If a customer refuses delivery:

• Original shipping charges may not be refunded.
• Return shipping charges may be deducted.
• Chargeable return fees may still apply where applicable.
• Repeated refusal of deliveries may result in account restrictions.

14. Damaged, Defective, or Incorrect Products

If you receive:

• A damaged product
• A defective product
• An incorrect product
• An incomplete order

Please notify Cretzo within 48 hours of delivery by submitting a return request and providing clear photographs or videos.

Failure to report the issue within the specified timeframe may affect your eligibility for a refund or replacement.

15. Fraud Prevention

To protect buyers, sellers, and the integrity of the marketplace, Cretzo reserves the right to reject return or refund requests involving:

• False or misleading claims
• Product substitution
• Used products returned as unused
• Missing accessories
• Intentional product damage
• Repeated abuse of the return policy
• Fraudulent activities

Accounts found engaging in fraudulent practices may be suspended or permanently terminated.

16. Seller Responsibilities

Sellers are responsible for:

• Responding to return requests promptly.
• Reviewing customer claims fairly.
• Accepting valid returns.
• Providing refunds or replacements where applicable.
• Cooperating during dispute resolution.
• Maintaining accurate product listings.

Failure to comply may result in penalties, reduced seller ratings, or suspension from the marketplace.

17. Customer Responsibilities

Customers agree to:

• Provide accurate return information.
• Submit genuine claims only.
• Return products in acceptable condition.
• Package returned items securely.
• Cooperate during the return verification process.

Submitting false claims or abusing the return system may lead to account suspension or denial of future return requests.

18. Exceptions

Certain promotional products, clearance sale items, event-exclusive products, or special campaign purchases may have different return conditions.

Any exceptions will be clearly mentioned on the respective product page before purchase.

19. Policy Updates

Cretzo reserves the right to update or modify this Return & Refund Policy at any time to reflect changes in legal requirements, business practices, or operational processes.

Updated versions become effective immediately upon publication unless otherwise stated.

20. Contact Us

Cretzo Customer Support

Email: support@cretzo.com

Phone: +91 7290024349

Address: Gurugram, Haryana, India