We want you to be completely satisfied with your purchase from ProCraft. If you need to return an item or cancel your order, the following policy explains your rights and the process to do so. This Return Policy is written to be fully in line with consumer regulations and does not affect any of your statutory rights.

14-Day Return Period (Right of Withdrawal)

As a consumer, you have the right to withdraw from your purchase within 14 days from the day you receive the product, without giving any reason.

If your order consisted of multiple items delivered separately, the 14-day period starts from the day you received the last item of the order.

To exercise this right, you simply need to inform us within this 14-day window that you wish to return one or more items (or the entire order). You can do so by contacting us via email (see Return Procedure below).

After notifying us, you then have an additional period to send the products back. We ask that you send the items without undue delay, ideally within 14 days of informing us of the return.

Condition of Items: Please return products unused and in their original condition if possible. You are allowed to inspect and test the product to determine its nature and functioning (what you would do in a physical store) during the 14-day period. However, if the item shows signs of use beyond basic handling, we may deduct an amount from your refund to reflect any loss in value. In other words, if a product is returned damaged, dirty, or with wear and tear that wasn’t present when you received it, or if accessories/manuals are missing, the refund may be adjusted accordingly. (This does not mean you can’t return a used item, but if the product’s value is diminished by use, you may not receive a full refund for that loss of value.)

Non-Returnable Situations (Exceptions): In general, most items we sell can be returned under the 14-day policy. However, there are a few exceptions and special cases:

Products sold as used or clearance: If you purchased a product that was advertised as a used, refurbished, or ex-demo item, or an item sold “as is” with certain faults or imperfections disclosed, you cannot return it for those disclosed reasons. For example, a tool sold at a discount due to a cosmetic scratch cannot be returned on the basis of that scratch. If such a product has an undisclosed defect that you discover on delivery (a defect not mentioned in the description), then our standard return policy does apply and you may return it as you would a new product.

Hygiene or perishable goods: By law, certain goods that are perishable or have hygiene seals (and have been unsealed) are exempt from the 14-day return right.

How to Initiate a Return (Return Procedure)

To start a return or cancellation, please follow these steps:

Contact Customer Service: Send an email to refund@procraft.is within the return period, stating your order number and the item(s) you wish to return. You do not need to provide a reason for the return (though any feedback is welcome, if you wish to share). Stating clearly that you want to return the product or cancel the order is sufficient.

Await Confirmation: We will respond to your return request as quickly as possible (typically within 1-2 business days). We will confirm the return eligibility and provide you with the return delivery address and any other instructions. Our return address is usually the same address from which the product was shipped (our warehouse in Iceland), and we will provide it to you in the email.

Pack and Ship the Item: Securely pack the product you are returning. Include any original packaging, accessories, and manuals if available. We also recommend including a copy of your order confirmation or receipt (or at least note the order number and your contact details) inside the package, so we can easily identify it. Address the package to the return address provided. You are responsible for arranging shipment – you may use Pósturinn, Dropp, or any other courier/postal service of your choice to send the item back to us. The return shipment must be organized by you.

Send the package: It’s advisable to use a trackable shipping method for the return and to keep the shipping receipt. Until the item reaches us, you remain responsible for it, so tracking and insurance (for valuable items) are recommended. We may ask for the tracking number or proof of return shipment if there is a significant delay in the item arriving on our side.

Notification and Updates: Once we receive your returned item, we will notify you by email. If there are any issues upon inspection (for example, missing components or signs of use beyond what was discussed), we will communicate that and discuss any applicable adjustments. Otherwise, we will proceed with processing your refund or exchange as per your request.

Alternative methods: In addition to email, you may use any online return form on our website (if available) to initiate a return. Currently, email is the primary and preferred method to handle returns. If our website has an automated return request system, you are welcome to use it, but please ensure you receive confirmation from us.

Return Shipping Costs

Unless the return is due to our error or a product defect (see Defective Products below), the cost of returning the product is the responsibility of the customer:

We do not currently provide a prepaid return shipping label or free return shipping service. You will need to pay the postage or courier cost when sending a product back.

If you ship the return via Pósturinn or another courier, please pay the applicable charges directly to them when you send it. If you choose Dropp for returning (for example, mailing it to us via a Dropp point), ensure that the service is properly paid and addressed to our return location – at this time we do not have an integrated Dropp return arrangement, so any use of Dropp for returns would be organized by you manually.

We do not charge any restocking fees for returned items. Provided the item meets the return conditions, you will be refunded the appropriate amount without any additional deductions apart from potential value reduction for used/damaged condition as noted earlier.

If the return is because of a mistake on our part (wrong item shipped, defective on arrival, etc.), then we will cover the return shipping (see the next section).

Processing of Refunds

Once we receive your returned item (or once you have provided evidence of having sent it back, such as a postal receipt or tracking info), we will process your refund as follows:

Timeframe: We aim to issue your refund within 14 days of receiving the returned goods. In many cases, it will be faster – we typically process refunds a few days after the return arrives back. By law, it will absolutely be no later than 14 days from the day we receive your return or proof of return. (The current policy in our Terms & Conditions allows up to 30 days for refund processing, but we strive to be much faster than that. Most refunds are completed well within two weeks.)

Method of Refund: We will refund you via the original payment method you used for the order. For example, if you paid by credit card, the refund will be sent to that same credit card. If you used online payment methods (like online banking or wallet), the refund will go back to that account. We will notify you by email when the refund has been issued. Please note that depending on your bank or card provider, it might take a few additional days for the credit to appear on your statement.

Refund Amount: In a straightforward return (where you return the product in new condition within 14 days), you will receive a full refund of the price you paid for the product. Additionally, if you paid a standard shipping fee on your original order, we will also refund the original shipping cost in cases of a return under the 14-day withdrawal right. The only deductions that might apply would be:

• Any excessive wear or damage deductions (if the item was returned in a used/damaged state, as discussed under Return Conditions).

• If you expressly chose a more expensive shipping method for delivery than the cheapest standard delivery we offer, the law allows us to refund only the amount of the cheapest standard delivery.

Notification: We will send you an email confirmation once your refund is processed. If you are expecting a refund and haven’t received it after we’ve notified you, please first check with your bank or payment provider, as there might be processing time on their end. Feel free to contact us if there’s any delay that concerns you.

Exchange Policy

If you prefer an exchange instead of a refund (for example, exchanging the item for the same model in new condition, or if it arrived faulty and you want a replacement), we are happy to accommodate exchanges under these conditions:

Exchanges are typically allowed for the same product (same model and variant) if it is still available in stock. We currently do not offer direct swaps for different products; you would need to return the original item for a refund and place a new order for a different item.

To request an exchange, follow the same process as a return (contact us within 14 days, etc.) and simply mention that you would like an exchange for the same item instead of a refund. We will confirm if a replacement is in stock and reserve it for you.

Once the returned item is received and inspected, we will send out the replacement item to you.

Cost: If the exchange is due to a defective or wrong item, there is no additional cost to you – we send the replacement free of charge, and we cover the return shipping of the defective item (or provide a means for its return). If you are exchanging because you simply prefer a replacement (for example, you changed your mind and want the same item new again), you will be responsible for the return shipping of the original item, but we will ship the exchange item to you at no extra shipping cost (we treat it as a continuation of the original order’s shipping).

Any promotional discounts or codes used on the original purchase will also apply to the exchange. We will not charge more for the exchange item even if the promotion has since ended – the price you paid originally is what counts for the exchange. Similarly, if you got the item on sale, an exchange will not reset it to full price; it remains at the paid value.

If an exchange cannot be completed (for example, the item is out of stock), we will inform you and process a full refund instead.

Defective or Damaged Products

Your purchase is protected by quality guarantees. If the product you received is defective, faulty, or damaged (not due to shipping box damage, but the product itself has an issue) or not as described, you have the right to a remedy. This can be a repair, replacement, or refund depending on the situation:

Defective on Arrival / Initial Fault: If you discover a fault in the product within a reasonable time of receiving it (for example, it doesn’t work out of the box, or a part is broken), please report this to us as soon as possible (ideally within a few days of delivery). For such cases, we will generally offer you a choice of a replacement (exchange) of the item (if available) or a full refund. In either case, we will cover all shipping costs involved. We may ask you for a description of the issue and possibly a photo or video, so we can document the defect and avoid sending you another item with a similar issue.

If your item develops a fault that was inherent (not caused by misuse) within the warranty period, you are entitled to a remedy. Depending on the nature of the problem and time elapsed, this could be a repair or a replacement. Contact us with the details of the issue, and we will guide you through the warranty process. We handle warranty claims via email as well (with possibly some troubleshooting steps). If a return is necessary for repair or inspection, we will instruct you on how to send the item back at our expense (we may provide a shipping label or reimburse your postage).

Damaged in shipping: If the product arrives visibly damaged due to shipping mishandling, this overlaps with the previous section. Please notify us immediately and we’ll treat it as a defective arrival – offering replacement or refund and taking care of the shipping claims with the carrier ourselves.

Important: Returning a defective or damaged product follows the same basic procedure as a normal return (contact us, send it back, etc.), but with two key differences: (1) We will cover or reimburse your return shipping cost, and (2) you are not constrained by the 14-day limit for defects – you should report the issue as soon as you notice it, and your rights to a remedy extend beyond the 14-day return period (up to the legal warranty duration). Our customer service will work with you to resolve any such issue promptly.

If a product you returned is confirmed to be defective, we will of course issue a full refund (including any original shipping you paid) or send a working replacement at no extra cost, as you prefer. Our goal is that you never have to pay for a product that arrives faulty or does not meet expectations.

Refunds for Uncollected or Refused Orders

In some cases, you might not actually receive the product because the delivery was not completed (for example, you refused the package upon delivery, or it was returned to us after you didn’t pick it up from a pickup point in time). We address those scenarios under our Delivery Policy (see “Failed or Missed Deliveries”), but to reiterate how refunds work in such cases:

If a parcel was returned to us without you ever taking possession of it (e.g., unclaimed from Dropp/Pósturinn or refused at the door), we will process it as a return on your behalf. Once we get the item back, we will notify you and issue the refund for your order just as if you had initiated a return. You do not have to explicitly request this – it will happen automatically.

We do not penalize customers for delivery issues – there are no restocking fees and we will not charge you the cost of the return shipment. (If the carrier charges a fee for returning the package, we cover that.) In some cases, the only cost you may bear is the original shipping fee if the delivery was attempted. For example, if you weren’t available and the item came back to us, we will typically refund the product price. Depending on the situation and in line with consumer law, we may or may not refund the original outbound shipping. If you refused the order as an exercise of your right to cancel, we will refund the full amount including original shipping. We aim to be fair and handle this on a case-by-case basis, always following legal requirements.

You always have the option to place a new order for the items if you still want them after a failed delivery. We cannot re-send an order that was returned to us without creating a new order, for inventory and tracking reasons.

Contact and Support

For any questions about returns, refunds, or your rights as a customer, please contact us at refund@procraft.is or through our customer service contact form. We handle all return and refund communications via email at this time (there is no online self-service portal for returns yet, so email is the quickest way to reach us).

If you have an issue with a product or delivery, or need clarification on this policy, do not hesitate to reach out. We are here to help and want to ensure you have a smooth experience with ProCraft.

Your statutory rights are protected: This Return Policy is designed to comply with Icelandic consumer protection laws. It does not limit or take away any rights you have by law – for example, your right to a remedy for faulty products. In case of any conflict between this policy and mandatory law, the provisions most favorable to the consumer will apply.

Thank you for shopping with ProCraft! Your satisfaction is very important to us, and we hope this information gives you confidence in our delivery and return processes. If anything is unclear or if you have further suggestions, we welcome your feedback.