Return / Replacement and Cancellation Policy
At Uzbek-Craft.com, customer satisfaction is our number one priority. We do our very best to satisfy every customer, every time - to the best of our ability. Please note that the following policies ensure that you receive only high quality items.
Unused merchandise in original condition (and in their original boxes or packages) with a purchase price of over $50 may be returned for a product exchange or a product refund within 10 days of receipt.
Before returning an item, you must get a Return Merchandise Authorization (hereinafter referred to as RMA number) by contacting us at “contact us” page. (Please note that some items are non-returnable. Prior to making your order, please be sure to check the non-returnable product list in the “return exceptions” below for items that can't be returned.)
Customers will receive a refund for the amount of the product, yet not for the original shipping fee. Unfortunately, we are unable to refund the cost of the shipping. Uzbek-Craft.com assumes the "ship to" costs ("free shipping") only on purchases that are not returned.
Customers are responsible for shipping items back to us, at their own expense. Our customer service representatives will be happy to give you additional shipping information.
Once you obtained RMA number and further instructions from our customer service department, you need simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
We'll notify you via e-mail of your refund once we've received and processed the returned item. You should expect to receive your refund within 1-4 days once the package is received by our warehouse, however, in many cases you will receive a refund more quickly. This time period does not include the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Exchanges or replacements are available for all items purchased through our online store. First of all you should contact us regarding an exchange. Normally we will request you to send back to us your purchase. In order to receive an exchange you should inform us which product you wish us to send as replacement.
Here are exceptional cases in which we cannot accept your return.
- International orders (unless the item is defective or in the case of an error on our part).
- Custom orders (custom ordered ikat fabrics, ikat cushions or suzanis)
- Antique suzanis. (You should state serious reason if you wish to return your suzani. Reasons like “I changed my mind” or “wrong color” will be ignored. Please read carefully “antique suzani” section below)
Most of our antique suzanis are used textiles. Here we would like to tell you a little about our antique suzanis, the way how we select, collect and prepare them for sale.
Product condition / Product description / Product photo
Selection process is the most time consuming and difficult part of our work. Among hundred suzanis we buy only 10%. We carefully select each piece of suzani like a pedantic collector. Each piece then dry cleaned or washed to remove smell, pen marks, dust and spot. We generally do not buy suzanis with stains but in some case if the suzani has exceptional design but has a little deffect we make a positive decision in its favour. Then we pack each suzani in a cellophane package and put their SKU label.
Although it is “one-of-a-kind” textile product, We cannot afford writing product description to each individual suzani and hence describe each color, spot or stain. You should understand that Antique Suzanis are used handcrafted products and hence it is natural for an antique suzani to have little spot/stain, pen mark or little color dismatch. Each suzani has over 50 years of history and during this period it was cleaned and washed many times in a household where it originates from.
We intentionally post big size and high quality product images thus every portion and detail of the textile becomes visible and could be seen. Some impulsive buyers do not pay attention to this detail and make their quick decision about purchase. But when they discover those little deffects they are willing to return hence wasting their own and our time.
Therefore We strongly recommend to view each suzani and even encourage our customers to ask additional questions regarding their condition.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
We are usually shipping with DHL, FEDEX, UPS or USPS. but for some custom orders and some products which is not in our US warehouse we use regular post.