Refund and Returns Policy

Craftella by Cruise Logistics
Standard Return, Refund, and Transit Claims Policy
Effective Date: October 2026

1. Overview
   At Craftella, operated by Cruise Logistics, we maintain high standards of quality for all products and freight
   shipments. Because our inventory and logistics operations run concurrently with commercial B2B freight
   networks, returns and refunds are governed strictly by the tracking timelines and transit conditions outlined
   below.
2. Eligibility Window for Returns
   To qualify for an exchange, return, or claim, you must initiate contact within the required window based on your
   issue type:
   Issue Type Reporting Window Requirement / Action
   Damaged in Transit Within 48 hours of delivery Photo/video proof of packaging & product
   damage.
   Incorrect / Missing Item Within 3 days of delivery Item must be unused in original packaging.
   Change of Mind Within 7 days of delivery Subject to restocking fee; buyer covers return
   freight.
3. Non-Returnable Items

• Bulk or custom-manufactured commercial orders.
• Items altered, modified, or damaged after a safe handover by the carrier.
• Shipments where customs clearance was delayed or abandoned by the consignee.

4. Refund Processing & Restocking
   Once your returned item is received at our Karachi facility and successfully inspected, your refund will be
   processed within 7 to 10 business days. Approved refunds will be credited back via Bank Transfer or the
   original mode of payment. For change-of-mind cancellations on processed logistics orders, a 15% restocking
   and handling fee will apply.
5. How to File a Claim
   To initiate a claim, please prepare your order or consignment number and follow these steps:
6. Send an email to info@cruiselogistics.pk or contact via WhatsApp at +92 321 9292385.
7. Attach clear multimedia evidence of the shipping label, exterior crate/box, and the product deficiency.
8. A claims representative will review your ticket and reply with drop-off or reverse-pickup instructions within 24
   hours.

Need help?

Contact us at {email} for questions related to refunds and returns.