RETURNS AND EXCHANGES POLICY

Effective as of June 2026

1. OUR COMMITMENT At Craftmart Panamá, our customers' satisfaction is our priority. If for any reason your purchase does not meet your expectations or has a defect, we are here to help you.

Our returns and exchanges policy applies to purchases made both in our physical store and at craftmart.shop.

2. TIMEFRAME FOR RETURNS AND EXCHANGES The customer has a period of 7 calendar days from the date of receipt of the product to request a return or exchange, provided the conditions described in this policy are met.

⏰ DEADLINE TO REQUEST: 7 calendar days from receipt of the product. 💬 HOW TO START: WhatsApp +507 6694-0959 or Email craftmartpty@gmail.com

3. CONDITIONS FOR ACCEPTING A RETURN OR EXCHANGE For a return or exchange to be accepted, the product must:

• Be in its original condition, unused, without excessive handling, and in perfect condition.
• Have its original packaging, labels, and complete accessories.
• Not have been damaged by misuse or negligence by the customer.
• Be accompanied by the invoice or proof of purchase.
• Not belong to the categories of products not eligible for return (see section 5).

4. VALID REASONS FOR RETURN OR EXCHANGE

4.1 Defective or damaged product If the product has a manufacturing defect or arrived damaged during transit, Craftmart Panamá will arrange:

• Exchange of the product for one in perfect condition (subject to inventory availability).
• Credit note equivalent to the value of the product, applicable to future purchases.
• Refund of the amount paid (according to case evaluation).

For products damaged in transit: the customer must report it within 24 hours of receipt, with photographs of the damage.

4.2 Incorrect product If you receive a product different from the one you ordered, we will make the exchange at no cost to the customer, including the shipping costs of the exchange.

4.3 Buyer's remorse If the customer wishes to return a product due to remorse (not due to a defect), it will only be accepted if:

• The product has not been opened or used.
• It is in its original and intact packaging.
• The request is made within the 7-day period.

In this case, the shipping costs for the return will be borne by the customer. A credit note will be issued or an exchange for another product will be made. No cash refunds will be applied for buyer's remorse.

5. PRODUCTS NOT ELIGIBLE FOR RETURN For reasons of hygiene, product nature, or sale conditions, returns or exchanges are NOT accepted in the following cases:

• Products that have been opened, used, or handled.
• Products sold in special promotion, clearance, or with significant discount (except for manufacturing defects).
• Customized products or those made to customer order.
• Perishable supplies or those with an approaching expiration date if already delivered.
• Products with packaging broken or damaged by the customer.

6. PROCESS TO REQUEST A RETURN OR EXCHANGE To start the process, follow these steps:

• Step 1: Contact us within the 7-day period via WhatsApp (+507 6694-0959) or email (craftmartpty@gmail.com).
• Step 2: Provide your name, order number, and the reason for the return or exchange.
• Step 3: In case of defect or damage, attach clear photographs of the product.
• Step 4: Our team will evaluate the request and respond within 1 to 2 business days.
• Step 5: If the return is approved, we will coordinate the logistics of pickup or delivery of the new product.

7. REFUNDS In cases where a cash refund applies:

• The refund will be processed through the same payment method originally used.
• Crediting times vary depending on the bank or payment method (generally 3 to 10 business days).
• Craftmart Panamá will notify the customer when the refund has been processed.

Craftmart Panamá reserves the right to issue credit notes instead of cash refunds for buyer's remorse cases.

8. SHIPPING COSTS ON RETURNS

9. CONTACT FOR RETURNS Our team is available to assist you with any inquiry related to returns and exchanges: 📱 WhatsApp: +507 6694-0959 (preferred channel for quick response) 📞 Phone: +507 383-9657 ✉️ Email: craftmartpty@gmail.com 📍 In-person visit: Av. José Agustín Arango, Plaza Carolina, Local 3, Panama City

💡 Tip: For faster resolution, always have your order number, photographs of the product, and proof of purchase on hand when contacting us.