Return Policy
tembo Craft DESIGN
handmade
Last updated: August 8, 2026
1. INTRODUCTION AND GENERAL PROVISIONS
1.1. Thank you for shopping at tembo Craft DESIGN. We take great pride in the quality and craftsmanship of our products. However, if you are not completely satisfied with your purchase, we are here to help.
1.2. Relationship to Other Policies: This Return & Refund Policy operates in direct conjunction with our general Terms & Conditions and Privacy Policy. For commercial, corporate, or wholesale transactions, our B2B Terms & Conditions shall strictly apply.
1.3. Right to Amend: We reserve the right to modify or update this Return & Refund Policy at any time. Any changes will become effective immediately upon posting the updated policy on the Site.
2. VOLUNTARY & STATUTORY RETURN PERIOD
2.1. In addition to your statutory EU consumer rights, all eligible B2C returns must be requested and postmarked within 30 days from the date of delivery (the date you physically receive the item).
2.2. Requests initiated after the 30-day period following delivery will not be eligible for a refund or standard exchange.
3. RETURN ELIGIBILITY AND CONDITIONS
3.1. To be eligible for a return and full refund, all returned items must satisfy the following criteria:
3.1.1. The item must be completely unused, unworn, and in the same condition that you received it;
3.1.2. The item must have all original tags, labels, and protective packaging attached or included;
3.1.3. All parts, accessories, or documentation included in the original package must be returned;
3.1.4. The product must be repackaged securely in its original packaging or an equivalent sturdy protective packaging.
4. EXCLUSIONS FROM RETURN (CUSTOM & MADE-TO-ORDER GOODS)
4.1. Pursuant to applicable consumer protection laws, the right of return and cancellation does NOT apply to:
4.1.1. Custom-made, personalized, or bespoke handcrafted products made to your specific specifications, except in cases where the product is defective or does not conform to the agreed written specifications (which are fully covered under Section 6);
4.1.2. Items clearly marked as Final Sale or Non-Returnable at the time of purchase.
5. RETURN PROCESS AND SHIPPING COSTS
5.1. How to Initiate a Return: To return an item, you must first contact our customer service team by emailing us at info@tembocraftdesign.com or by completing the contact form on our Site. Unsolicited returns sent without prior notification may not be processed.
5.2. Return Shipping Charges: For standard returns (e.g., change of mind, incorrect size/preference selected by customer), you will be solely responsible for paying all return shipping costs. Shipping costs are non-refundable.
5.3. Tracking Recommendation: We strongly recommend that you use a trackable shipping service or purchase shipping insurance when returning items. We cannot guarantee that we will receive your returned parcel, and we are not liable for items lost or damaged in transit back to us.
6. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS (BREAKAGES)
6.1. Your order is guaranteed to arrive in good condition. If your parcel arrives damaged, defective, or if you received an incorrect item, please notify us immediately upon receipt at info@tembocraftdesign.com.
6.2. We reserve the right to request photographic or video evidence of the damaged product and its outer transit packaging before authorizing a refund or sending a free replacement.
6.3. In cases of confirmed defects or courier damage, we will either provide a pre-paid return shipping label or fully reimburse your return shipping costs, and dispatch a replacement or issue a full refund at no extra cost to you.
7. REFUND PROCESSING
7.1. Inspection: Upon receiving your returned item, our team will inspect its condition to verify compliance with Section 3. We will notify you via email regarding the approval or rejection of your refund.
7.2. Payment Method: If approved, your refund will be processed promptly using the original method of payment .
7.3. Processing Timeline: Refund processing typically takes 1 to 3 business days from our receipt of the item. Depending on your financial institution or credit card issuer, it may take 1 to 2 billing cycles for the credited amount to officially reflect on your bank statement.
8. EXCLUSION OF B2B AND COMMERCIAL PURCHASES
8.1. This Return & Refund Policy applies strictly to direct-to-consumer (B2C) purchases.
8.2. Registered corporate entities, business buyers, wholesale clients, and dropshipping partners are strictly excluded from this policy. All commercial order cancellations, returns, and defect claims are governed exclusively by our B2B Terms & Conditions.
9. QUESTIONS AND CONTACT INFORMATION
9.1. If you have any questions or concerns regarding our return process or this policy, please contact us at: info@tembocraftdesign.com.