Terms & Conditions

Welcome to Craft Kahani. These Terms and Conditions ("Terms") explain the rules for using our website www.craftkahani.com and buying our handmade products. By browsing our store or placing an order, you agree to these Terms. Please read them carefully. If you do not agree, please do not use our website.

In these Terms, "we", "us" and "our" mean Craft Kahani, and "you" means the person visiting our website or placing an order.

1. About our handmade products

Every item in our store is made by hand by skilled artisans. This is what makes each piece special, and it also means:

• No two pieces are exactly alike. Small variations in colour, pattern, brushwork, size, wood grain or finish are a natural part of handmade work and are not defects.
• Colours may look slightly different on screen. We photograph our products as accurately as possible, but colours can appear differently depending on your phone or monitor settings.
• Measurements are approximate. Sizes and weights listed on product pages may vary slightly from piece to piece.

2. Using our website

• You must be at least 18 years old, or use the website with the involvement of a parent or guardian, to place an order.
• You agree to give us accurate, complete and current information when you place an order or create an account, including your name, phone number and delivery address.
• You must not use our website for any unlawful or fraudulent purpose, attempt to gain unauthorised access to our systems, or interfere with the website's security or performance.
• We may suspend or refuse service to anyone who misuses our website or breaks these Terms.

3. Orders and order acceptance

• Placing an order is an offer to buy. Your order is accepted only when we confirm it by email, SMS or WhatsApp, or when we dispatch it.
• We may refuse or cancel any order, for example if a product is unavailable, if there is a pricing or description error, if we cannot verify your details, if we suspect fraud, or if a cash on delivery order is not confirmed (see section 5). If you have already paid for a cancelled order, we will refund you in full.
• Because our items are handmade in small quantities, stock may occasionally sell out after you place an order. If this happens, we will contact you to offer a similar piece, a wait time, or a full refund.
• You can request to cancel an order by contacting us before it is dispatched. Once an order has been shipped, it can no longer be cancelled, but you may be able to return it under section 7.

4. Prices

• All prices are listed in Pakistani Rupees (PKR) and include applicable taxes unless stated otherwise.
• Delivery charges are shown at checkout before you pay.
• We may change prices at any time, but changes will not affect orders that have already been confirmed.
• If a product is listed at an incorrect price because of a clear error, we may cancel the order and refund any amount paid, even after confirmation.

5. Payment

We offer two ways to pay.

Online payment (Safepay)

• You can pay securely online by debit or credit card, bank transfer or digital wallet through our payment partner, Safepay.
• Payments are processed by Safepay on their secure platform. We do not see or store your full card details.
• Your order is confirmed once the payment is successfully authorised.

Cash on delivery (COD)

• To confirm a cash on delivery order, you must pay the delivery charges in advance online through Safepay on our COD confirmation page. The remaining amount (the price of your items) is paid in cash to the courier when your parcel arrives.
• We dispatch COD orders only after the advance delivery charges have been received. COD orders that are not confirmed within 48 hours may be cancelled automatically.
• Please keep the exact remaining amount ready at the time of delivery. Couriers may not be able to provide change.
• The advance delivery charges are non-refundable if you refuse to accept a parcel, are unreachable at the delivery address, or cancel after dispatch, because these costs have already been paid to the courier.
• If a COD parcel is refused or returned without a valid reason, we may require full advance payment for future orders.
• We may limit the availability of cash on delivery for certain products, order values or locations.

6. Shipping and delivery

• We deliver across Pakistan through trusted courier partners. Orders are usually dispatched within 1 to 3 working days after payment or COD confirmation. Delivery normally takes 3 to 7 working days depending on your city.
• Delivery times are estimates, not guarantees. Delays caused by couriers, weather, public holidays, strikes or other events outside our control are not our responsibility, but we will always help you track your parcel.
• Made-to-order or customised items take longer. The expected time will be shown on the product page or confirmed with you before you order.
• Please make sure your address and phone number are correct. If a parcel is returned because of incorrect details or failed delivery attempts, re-delivery charges may apply.
• Responsibility for the products passes to you when the parcel is delivered to the address you provided.
• Please check your parcel when it arrives. If the outer packaging looks damaged, note it with the courier and take photos before opening.

7. Returns, exchanges and refunds

Damaged, defective or incorrect items

• If your item arrives damaged, broken or different from what you ordered, contact us within 48 hours of delivery at aghaali123811@gmail.com or our customer care number, with your order number and clear photos (and an unboxing video if possible).
• Once verified, we will offer a replacement, a repair, store credit or a full refund, including delivery charges, at no extra cost to you.

Change of mind

• You may request a return for a change of mind within 7 days of delivery, provided the item is unused, undamaged and in its original packaging.
• You are responsible for the return shipping cost, and the original delivery charges are non-refundable. Please pack the item carefully: we cannot accept items damaged during the return journey.
• Once we receive and inspect the returned item, we will process your refund or exchange.

Items that cannot be returned

• Customised, personalised or made-to-order items (unless they arrive damaged or defective).
• Items marked as final sale or clearance.
• Gift cards.
• Items showing signs of use, damage caused after delivery, or missing original packaging.
• Natural handmade variations described in section 1 are not considered defects.

How refunds are paid

• Online payments are refunded to the original payment method through Safepay. Depending on your bank, it may take 5 to 10 working days to appear.
• Cash on delivery orders are refunded by bank transfer or mobile wallet (such as Easypaisa or JazzCash) to an account in the customer's name, within 7 working days of approval.

8. Custom and personalised orders

• We are happy to discuss custom colours, sizes, names or bulk orders for weddings, events and corporate gifts.
• Custom orders may require full or partial advance payment before work begins. Advance payments for custom work are non-refundable once the artisan has started making your piece.
• We will confirm the design, price and timeline with you in writing before starting. Because each piece is handmade, the final product may differ slightly from sketches, samples or reference images.

9. Safe use of our products

• Our lanterns and lamps are primarily decorative. For safety, we recommend using battery-operated LED candles or fairy lights instead of open flames.
• If you choose to use a real flame, never leave it unattended, keep it away from children, pets, curtains and other flammable materials, and place it on a stable, heat-resistant surface.
• Hand-painted and wooden items should be kept away from water, direct heat and prolonged strong sunlight, and cleaned only with a soft, dry cloth.
• Our products are not toys and may contain small or breakable parts. Keep them out of reach of young children.
• We are not responsible for damage or injury caused by misuse, or by not following these care and safety guidelines.

10. Gift cards and discount codes

• Gift cards and discount codes can be used only on our website, cannot be exchanged for cash, and are subject to any expiry date or conditions shown when they are issued.
• Only one discount code can be used per order unless stated otherwise. We may withdraw or change promotions at any time.

11. Your account

• You can create an account to track orders and save your details. You are responsible for keeping access to your email and account secure.
• Please tell us immediately if you believe someone has used your account without permission.

12. Reviews and content you share

• When you submit a review, photo or comment, or tag us on social media, you give us permission to display and share it on our website and social media channels, with credit to you where possible.
• Your content must be honest and must not be offensive, misleading, unlawful or infringe anyone else's rights. We may remove content that breaks these rules.

13. Intellectual property

All content on this website, including product designs, photographs, text, logos and graphics, belongs to Craft Kahani or our artisans and partners, and is protected by intellectual property laws. You may not copy, reproduce, sell or use our content or designs for commercial purposes without our written permission.

14. Limitation of liability

• We take great care with every order, but to the fullest extent permitted by law, we are not liable for any indirect or consequential loss, or for losses that were not reasonably foreseeable, arising from your use of our website or products.
• Our total liability for any order is limited to the amount you paid for that order.
• Nothing in these Terms limits any rights you have as a consumer under the laws of Pakistan that cannot be excluded.

15. Events outside our control

We are not responsible for delays or failure to perform our obligations caused by events beyond our reasonable control, such as natural disasters, extreme weather, floods, pandemics, strikes, internet or power outages, courier disruptions or government actions.

16. Third-party services and links

Our website uses trusted third-party services, including Shopify (our store platform), Safepay (payments), courier companies and WhatsApp. Your use of these services may also be subject to their own terms. Links to other websites are provided for convenience; we are not responsible for their content.

17. Privacy

Your privacy matters to us. Please read our Privacy Policy to understand how we collect, use and protect your personal information.

18. Governing law and disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. If you have a concern, please contact us first. Most issues can be resolved quickly and amicably. Any dispute that cannot be resolved informally will be subject to the jurisdiction of the courts of Lahore, Pakistan.

19. Changes to these Terms

We may update these Terms from time to time to reflect changes in our business or the law. The latest version will always be available on this page with its "last updated" date. Changes do not affect orders placed before the update.

20. Contact us

If you have any questions about these Terms, your order or our products, we are here to help:

• Business: Craft Kahani
• Email: aghaali123811@gmail.com
• Phone / WhatsApp: our customer care number
• Address: Pakistan