Always entitled to a sound product

At Craftiverse we make products you can count on. Even so, a kit may occasionally arrive damaged, incomplete or faulty. In that case you're entitled to the statutory warranty and we'll sort it out together with you.

What is the statutory warranty?

The statutory warranty (also called conformity) means a product must do what you may reasonably expect of it, for a period that suits the nature and price of the product. So there's no fixed warranty term; what matters is the reasonably expected lifespan.

For customers in the Netherlands, a defect that comes to light within one year of delivery is presumed to have been present at delivery. For customers in Belgium, a two-year statutory warranty applies. These statutory consumer rights are never limited by our additional commercial arrangements.

What can you do if there's a problem?

Did your order arrive damaged, incomplete or faulty? Report it via the form at the bottom of this page, or email us at support@craftiverse.nl. To help you quickly, it's handy to have the following at hand:

• your name and the email address you ordered with;
• your order number (you'll find it in your order confirmation);
• which product it concerns and a brief description of the problem;
• one or two clear photos of the product and, in case of transport damage, the packaging.

We usually respond within one working day and then let you know which solution we propose.

What isn't automatically covered by the warranty?

The statutory warranty doesn't cover problems that aren't down to the product itself. Think of:

• normal wear and tear through use;
• damage from improper use, dropping or moisture;
• using up consumables such as paint, glitter or clay;
• changes you've made to the product yourself.

Not sure whether your situation is covered? Report it anyway — we're happy to think along with you and look for a fair solution. To cancel your purchase within the cooling-off period, see cancel your order.