Return and Refund Policy

Thank you for shopping at TimbuktuCrafts.
If, for any reason, you are not completely satisfied with a purchase, I invite you to review the policy on refunds and returns.
The following terms apply to any products you purchase in my Etsy shop.

Definitions for the purposes of this Return and Refund Policy:
"Etsy shop" (referred to as either "my Etsy shop", "I", "my" or "me" in this Agreement)
"Goods" or "Products" or "product" or "merchandise" refers to the items offered for sale on my Etsy shop.
"Orders" means a request by you to purchase Goods from my Etsy shop
"Service" refers to the Etsy.
"You" or "customer" or "buyer" means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

As a consumer in the European Economic Area, you have a legal right to cancel a Contract if you change your mind until 14 days after you receive (or someone you nominate receives) the Ordered Product.
You are entitled to cancel your Order within 14 days without giving any reason for doing so.

The deadline for returning an Order is 14 days from the date on which you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. To exercise your right to return the product you must inform me of your decision by means of a clear statement. You must inform me of your decision by message through Etsy.

I will reimburse you no later than 14 days from the day on which I receive the returned Goods. I will use the same means of payment as you used for the Order.

In order for the Goods to be eligible for a return, please make sure that:
-> The Goods were purchased in the last 14 days
-> The Goods were not used by improperly handling, or damaged due to improper care
I reserve the right to refuse returns and refunds of any merchandise that does not meet the above return conditions in my sole discretion.

The following Goods cannot be returned:
-> The Goods made to order, made to measure, and according to your specifications. Custom products, made-to-measure products and products made-to-order can't be canceled or returned. Each custom product, made-to-measure products, and products made to order is made specifically to your specifications and as a result, your orders can't be modified, canceled, or returned. On the order review page, you will have a chance to review your choices and make changes before you purchase. This is very important because a product made to order, made to measure and according to your specifications cannot be returned, and your purchase is non-refundable. Please make sure all information is correct before you proceed to purchase. Your custom product is made to order just for you and I cannot accept returns and make refunds.

You as a buyer are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. I cannot be held responsible for Goods damaged or lost in return shipment. It is mandatory to send the package with valid tracking. I recommend also shipment insurance.
I am unable to issue a refund without receiving a returned delivery.

Refund in the case of damaged Goods
When you are collecting the parcel, I recommend you check for any mechanical damage caused by transportation. If you notice any damage, you must fill up a damage report with the courier.
After accepting the package please open it and check the product. If there is any visible damage to the product then contact me immediately. In this case please send also the following photos: 1. the entire damaged item with the visible damaged part; 2. detail of the damaged part 3. internal packaging 4. boxes 5. label
Any damage, that is not reported with photos in the following 24 hours after you receive the product, will not be accepted and will be seen as improper handling. In this case, no refund will be issued.

Refund in the case of undelivered Goods
Please contact me, if you have not received the ordered product after 14 days of receiving the shipping notification email.
Note, if you are from Great Britain, Switzerland, or Iceland, your package may be presented at Import Customs which might lead to delays. I'm not responsible for delays due to customs.
Shipping fees are non-refundable for refused or undelivered parcels.

If you have any questions about our Returns and Refunds Policy please do not hesitate to contact me.