Refund policy

HuongCraft offers three different product and service categories, each with its own payment, production, and refund structure. By placing an order, the customer agrees to the terms that apply to the specific product, service, or order type selected.

1. Ready-to-ship products or products made in fixed configurations

This category includes products with clearly listed prices, stable production specifications, and an estimated delivery time of 5–7 business days. Customers pay 100% at checkout.

If HuongCraft is unable to deliver the product as described or as confirmed in the final order agreement, the customer may be considered for repair, replacement, or refund depending on the specific case.

Refund or return requests will not apply if the product is affected by misuse, natural wear, impact, moisture, mold, heat, chemicals, improper storage, or third-party repair attempts.

2. Pre-order products

This category includes products made on a pre-order basis using an established design, with limited options such as leather color, thread color, name embossing, logo embossing, lining material, or other finishing options announced by HuongCraft at the time of purchase.

Customers pay according to the listed base price plus any selected paid options. Once the order has been confirmed and material preparation or production has begun, the payment is non-refundable, unless HuongCraft declines or is unable to complete the order.

3. Bespoke / Made-to-order custom projects

This category includes products developed specifically for an individual customer. It may involve changes in design, structure, dimensions, materials, colors, hardware, or other personalized requirements.

Once both parties agree on the project direction, the customer pays a 50% deposit so HuongCraft can prepare materials, build the structure, and begin production. This 50% deposit is non-refundable. The remaining balance must be paid before the finished product is delivered.

4. Non-refundable cases

HuongCraft does not provide refunds in the following cases:

  • The customer changes their mind after a pre-order or bespoke order has been confirmed.

  • The customer fails to respond during the order confirmation process, causing delays or interruption to the project.

  • Minor differences in leather grain, color tone, natural shading, or other natural characteristics of genuine or exotic leather. These are material characteristics, not product defects.

  • Natural wear over time through normal use.

  • Damage caused by improper storage, misuse, impact, moisture, mold, high heat, chemicals, or third-party repair or intervention.

5. If HuongCraft is unable to complete the order

If HuongCraft confirms that it cannot continue or complete the order due to internal reasons, lack of suitable materials, or other objective issues on HuongCraft’s side, any amount paid for the uncompleted portion may be reviewed for refund based on the actual stage of work already carried out.

6. Digital products

For digital files, PDF patterns, or downloadable products, all sales are final and no refunds will be issued once access has been granted, the file has been downloaded, or the file has been sent to the customer, unless the file contains a serious defect that HuongCraft cannot fix.

7. Order support contact

If there is any issue related to an order, the customer should contact HuongCraft as soon as possible so the matter can be reviewed and handled in good faith, with transparency, and with respect for the handcrafted production process.