Returns & Refunds Policy
Leather is a natural material — no two hides finish exactly the same. If what arrived is genuinely wrong, damaged, or not what you ordered, here's exactly how we put it right.
The quick version
2days from delivery to raise a return or replacement request
48hrs for us to confirm your claim once it's raised
2days for an approved refund to be initiated to your original payment method
0₹ cancellation cost — but only before your order is dispatched
Product must be 100% new — tags on, unused, unopened, no smell, same & complete packaging.
We pick up from your door. Please don't courier it back yourself.
! Damaged or wrong item? Unboxing video is a must. No video = no claim.
Three steps, start to finish
01
Reach out within 2 days
Email hello@cratly.com or message us on WhatsApp with your order number, clear photos of the issue, and — if the item arrived damaged or wrong — your unboxing video. No video, no claim.
02
We review the claim
Our team checks the photos against the order within 48 hours. Because leather is a natural material, this decision — whether an item qualifies — rests with Cratly.
03
Refund is initiated
Approved refunds are initiated within 2 days, back to your original payment method. Paid by COD? We'll ask for your bank details to send it directly.
What's covered, what isn't
Free return or replacement
- Wrong product delivered
- Size or volume doesn't match what was ordered
- Damaged in transit by the courier
- Part of your shipment went missing
- Item arrives unfit for use, leaked or spoiled
Not eligible
- "Didn't look good" or changed your mind
- Natural leather character — grain, wrinkles, marks
- Custom or made-to-order pieces
- Sample and scrap listings
- Colour/texture variation from screen photos
Good to know: leather grain, natural marks and slight tone variation between hides aren't defects — they're what makes it leather. We're always happy to talk through a specific piece before you decide.
Condition & pickup
Item condition
Must be 100% new — tags on, unused, unopened, no smell, in the same and complete packaging it arrived in.
Pickup
We arrange reverse pickup from your door. Please don't courier a return yourself — self-sent parcels aren't accepted.
Damaged or wrong item
An unboxing video is mandatory. Record the sealed parcel, the label, opening it, and the issue clearly — in one continuous take. No video = no claim.
Cancellations
Before dispatch
Full cancellation, no charge. Email hello@cratly.com with your order number as soon as possible.
After dispatch
A two-way shipping fee applies, since the courier has already been booked both ways.
Undelivered orders
Automatically cancelled after 30 days if delivery couldn't be completed.
Delivery, for context
Processing
Orders typically leave our workshop within 3–4 business days of purchase.
Domestic transit
5–10 days from dispatch to your door, in a branded Cratly box.
International transit
9–15 days from dispatch, depending on destination and customs.
Large hides & bulk leather
We'll confirm shipping method with you directly before the order is placed.
Still stuck?
Real people, Monday to Saturday.