Followacrafts supplies custom-made B2B goods, samples, and wholesale production orders. Because most items are made to order with client-specific materials, sizing, colors, packaging, logos, or tooling, returns are handled differently from ordinary retail products. This policy explains how we resolve quality issues, shipping damage, cancellations, and refund requests.
Scope
This policy applies to sample orders, custom production orders, and wholesale goods purchased directly from Followacrafts. If your order was placed through Alibaba Trade Assurance or another marketplace, that platform's dispute rules may also apply.
Custom-Made Goods
Customized or made-to-order goods are not returnable simply because of a change of mind, resale delay, incorrect assumptions, or design decisions that were approved before production. We strongly recommend confirming materials, artwork, colors, dimensions, packaging, and samples before bulk production starts.
Quality Issues
If products arrive with a production defect, incorrect specification, missing approved logo, material mismatch, quantity shortage, or other issue caused by our production or inspection process, contact us within 7 calendar days after delivery. Please provide the order number, clear photos or videos, carton labels, quantity affected, and a short description of the issue.
Shipping Damage
If cartons or products are damaged in transit, notify us within 7 calendar days after delivery and keep the original packaging. Please provide photos of the outer cartons, inner packaging, shipping label, damaged items, and delivery receipt. We will help review the issue with the courier or freight partner and propose a fair resolution based on the shipping terms used for the order.
Resolution Options
After verification, we may offer one or more of the following solutions: remake the affected items, repair or replace defective units, provide replacement parts, issue a partial refund or credit, refund confirmed defective units, or help file a courier claim. The final solution depends on the confirmed cause, affected quantity, order value, and whether the goods can be reasonably repaired or used.
Refund Timing
Approved refunds are normally processed to the original payment method within 5 to 10 business days after the resolution is confirmed. Bank transfer timing, card processing, PayPal, Alibaba Trade Assurance, and international banking delays may vary by provider.
Sample Fees
Sample fees are generally non-refundable once sample development has started because materials, labor, artwork, and setup time are committed. When agreed in writing, sample fees may be credited toward a qualifying first bulk order.
Order Changes and Cancellations
Before sampling or production starts, we will try to accommodate reasonable order changes or cancellations. After materials are purchased, tooling is opened, artwork is prepared, or production has started, cancellation may be subject to actual costs already incurred. Bulk orders cannot usually be cancelled after production is substantially underway.
Return Shipping
Do not return any products without written authorization from Followacrafts. Unauthorized returns may be refused. When a return is required because of a confirmed Followacrafts error, we will advise the return method and responsibility for freight. If a return is requested for reasons not caused by Followacrafts, the buyer is responsible for return freight, duties, taxes, and safe packaging, and the return must be approved in advance.
Color, Material, and Handmade Tolerances
Small variations in color, grain, texture, stitching, edge paint, hardware finish, dimensions, and handmade workmanship are normal in leather, PU leather, fabric, paper, and custom packaging production. Reasonable tolerance or screen color differences are not treated as defects unless they exceed the approved specification or confirmed sample standard.
Excluded Cases
We cannot accept refund or replacement claims caused by buyer-provided incorrect artwork or specifications, misuse, improper storage, normal wear and tear, unauthorized repair, late reporting after the claim window, or damage after delivery to your warehouse, freight forwarder, or nominated receiving party.
How to Start a Claim
Email zain@followacrafts.com or use the After-Sales Support form with your order number, product name, delivery date, photos or videos, affected quantity, and requested solution. We aim to acknowledge after-sales claims within 2 business days and provide a proposed resolution as soon as verification is complete.
Good-Faith Resolution
We value long-term B2B partnerships. When a verified issue occurs, our priority is to resolve it fairly, quickly, and commercially, while keeping your project timeline and resale requirements in mind.