Return & Refund Policy

At Hightcraft, we want you to enjoy every part of your creative journey. If something isn’t right with your order, we’re here to help.

30-Day Return Policy

We offer a 30-day return policy.

You have 30 days from the date your order is delivered to request a return.

Before sending anything back, please contact us at contact@hightcraft.com with your order number and the reason for your return. We’ll provide you with the appropriate return instructions.

Please do not send products back without contacting us first.

Return Eligibility

To be eligible for a return, your item must:

  • Be unused and in its original condition

  • Include all original components, accessories, materials, and packaging

  • Not show signs of use, assembly, alteration, or damage

  • Include proof of purchase or your Hightcraft order number

For craft kits, all included materials and components must be returned together.

Items that have been substantially used, assembled, cut, altered, or damaged after delivery may not be eligible for return.

Changed Your Mind?

We understand that sometimes a project simply isn’t the right fit.

For returns due to a change of mind, ordering the wrong item, or no longer needing the product:

  • You may request a return within 30 days of delivery

  • The item must meet our return eligibility requirements

  • Return shipping costs are the responsibility of the customer

  • Original shipping charges, if any, are non-refundable

Once your return is received and approved, we’ll issue the applicable refund to your original payment method.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

Email contact@hightcraft.com with:

  • Your order number

  • A brief description of the issue

  • Clear photos or video showing the problem

Depending on the situation, we may offer:

  • Replacement parts or missing materials

  • A replacement item

  • A partial refund

  • A full refund

For minor issues such as a missing component from a craft kit, we may be able to send the replacement component instead of requiring the entire kit to be returned.

We’ll work with you to find the simplest and most practical solution.

Non-Returnable Items

Certain products cannot be returned unless they arrive damaged, defective, or incorrect.

These may include:

  • Personalized or custom-made products

  • Items that have been used or assembled

  • Materials that have been cut, altered, or consumed

  • Products damaged through improper use after delivery

  • Gift cards or digital products, where applicable

If you’re unsure whether your item is eligible for return, please contact us before sending it back.

How to Start a Return

To request a return:

  1. Email contact@hightcraft.com

  2. Include your order number and reason for the return

  3. Include photos if the item is damaged, defective, incomplete, or incorrect

  4. Wait for our return instructions

  5. Pack the item securely with all original components

  6. Send the package to the return address provided by our support team

Please do not return products to the address shown on the shipping package without contacting us first.

Returns sent without prior authorization may be delayed or may not be accepted.

Return Shipping

If the return is due to a change of mind, incorrect selection, or another reason unrelated to a product problem, the customer is responsible for return shipping costs.

If the product is defective, damaged in transit, incomplete, or we sent the wrong item, please contact us first. We will review the situation and provide the most appropriate solution.

Please do not pay for return shipping for a damaged or incorrect item before contacting us.

Refunds

Once we receive and inspect your return, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued automatically to your original payment method, normally within 7–10 business days.

Your bank, credit card provider, PayPal, or other payment provider may require additional time to post the refund to your account.

Original shipping charges are generally non-refundable unless the return is due to an error on our part.

Exchanges

The fastest way to receive a different product is usually to return the eligible item and place a new order.

If your item arrived damaged, defective, incomplete, or incorrect, please contact us before placing another order so we can determine the best solution.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible at contact@hightcraft.com.

We’ll do our best to help, but once an order has entered processing or has been shipped, we may no longer be able to cancel or modify it.

Need Help?

Have a question about a return, refund, or problem with your order?

Contact us at:

Email: contact@hightcraft.com

We aim to respond within 24–48 business hours.

At Hightcraft, we want your focus to stay on making something you’ll enjoy—not worrying about your order.