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Returns Policy PDF Print E-mail
This article provides general information elated to Kraftwurx. If you have
questions, please do not hesitate to contact us. You can contact us via
email, through the community or the forums

Kraftwurx produces only custom products. If your item is defective, we will gladly re-make it for your at our expense. Simply return your item postage-paid... however; due to the personalized nature of our products, once you accept a product and make payment, you cannot cancel your order or receive a refund.

Return Policy - Product Restrictions

  • Precious Metals: Gold, Silver and other jewelry items must be insured during return. Uninsured returns of these items will not be accepted.
  • Items made for yourself If you design it and it is fragile or has thicknesses that make it extremely brittle, we cannot guarantee that your model will survive shipping although we do our best to prevent this. Normally we will warn you if your item may not print well and give you a chance to change it. Unfortunately we cannot replace it but we will be happy to re-print it once you have corrected the issues.
  • Items with additional work: Kraftwurx products that are painted, cast, chrome plated or otherwise have had work performed beyond simply 3D printing cannot be replaced. These items have been thoroughly tested before being released into the system and we guarantee they perform as intended. If one of these items is defective, it must be returned for inspection and replacement or repair.

Returning Damaged / Defective Items

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of reprint or refund) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Kraftwurx for inspection before a determination can be made as to the state of the product.

Who covers the return shipping cost?

Kraftwurx will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a Kraftwurx employee to be defective.

For all other cases, return shipping costs are the responsibility of the customer.

Under no circumstance does Kraftwurx reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Kraftwurx support as to how the return should be handled prior to placing the items back in transit to Kraftwurx.

How to request an RMA (Return Merchandise Authorization)

Contact Customer Support through the online "Contact Us" form to request Return Merchandise Authorization (RMA) number. You must make this request within 5 business days of receiving the shipment.

  • Be sure to specify the reason for the return request in the body of your "Question," and indicate any preference for replacement (whether exchanging for an identical product or selecting an alternate style, size or color.)
  • Select "Return Authorization Request" as the topic for your contact.
  • Once the topic is selected, you will be asked to define the product that you are requesting authorization for.
  • Use the Attach Documents field to proactively provide digital images of damaged or defective products.

What the Return Process Usually Entails

  1. Print and fill out the Kraftwurx Return form (usually included in the initial reply to your RMA request)
  2. Include the paperwork in your returning package along with your returning items.
  3. Write the RMA number conspicuously on the outside of the package to ensure proper routing upon receipt
  4. Ship the package to:

Kraftwurx, LLC
Returns Department
16125 Cypress Rosehill
Cypress, TX 77429

You will be notified when your return is received at our facilities with an indication as to what will follow.

  • If you have requested a refund, be advised that returning funds usually take 7-10 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).

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