1. Our Commitment
We want you to be completely satisfied with your purchase from nativecrafts.shop. If something is not right, we are here to help.
2. Right of Withdrawal (EU/EEA Customers)
If you are located in the EU or EEA, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order — no reason required.
How to request a withdrawal:
Contact us within 14 days of delivery at info@nativecrafts.shop with the following information:
- Your order number
- Your name and address
- A clear statement that you wish to withdraw
We will confirm your withdrawal by return email.
3. Returning Items
Condition of returned goods:
Items must be returned in their original condition — unused, undamaged, and in original packaging where possible.
Return shipping costs:
Unless the item is defective or incorrectly delivered, return shipping costs are the customer’s responsibility. We recommend using a tracked shipping service. We cannot be held responsible for items lost or damaged in return transit.
Return address:
Juergen Strenger
Hindenburgstrasse 89
42853 Remscheid
Germany
4. Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalised products
- Items that have been used or damaged by the customer
- Items returned more than 14 days after delivery (unless defective)
5. Refunds
Timeline:
Once we receive and inspect your return, we will process your refund within 14 days. Please allow additional time for your bank or card issuer to process the credit.
Method:
Refunds are issued to the original payment method used at checkout.
Shipping costs:
Original shipping fees are refunded only if the return is due to our error (defective or wrong item sent).
6. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 30 days of delivery at info@nativecrafts.shop. Please include:
- Your order number
- A description of the issue
- Photos where possible
We will arrange a replacement or full refund at no additional cost to you, including return shipping.
7. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.
8. Damaged in Transit
If your order arrives damaged, please contact us within 7 days of delivery with photos of the damaged item and packaging. We will work with you to resolve the issue promptly.
9. Contact
Juergen Strenger
Hindenburgstrasse 89
42853 Remscheid, Germany
Email: info@nativecrafts.shop
Website: https://nativecrafts.shop