Terms & Conditions

TERMS AND CONDITIONS - CROWPROPS

1. SELLER IDENTIFICATION AND OPERATING HOURS

• Owner / Business: Crowprops (operating from Ecuador).
• Commercial Activity: Manufacture and sale of custom leather footwear, gloves, belts, accessories, and high-end props for cosplay and sci-fi costumes.
• Contact Email: [email protected]
• Official Website: www.crowprops.com
• Workshop and Operations Hours: Our workshop production and administrative management hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. (Ecuador time). We are closed on weekends and national or local holidays.
• Communication Response Policy: Due to the handcrafted nature of our manufacturing processes and the technical focus required for each piece, the estimated response time for customer emails and inquiries is up to 72 business hours. Communications received do not contemplate immediate or instant responses, regardless of whether they are sent within or outside working hours. We appreciate the understanding and patience of our customers while the team is dedicated to workshop production.

• These Terms and Conditions govern the purchase of products offered through this website. By placing an order and completing the payment process, the customer expressly, previously, and obligatorily accepts the terms described herein. These policies apply to transactions and shipments within Ecuador, as well as internationally.
  

• Purchase Method: You can purchase any available product directly through our website using the enabled payment methods.
• Submission of Measurements and Deadlines: Given that a large portion of our products are custom-made, once payment is confirmed, it is the customer's absolute responsibility to submit the required specific measurements through our official email ([email protected]). We recommend checking your junk mail or Spam folder regularly.
• Inactive or Abandoned Orders: If the customer fails to submit the necessary measurements or ceases communication with our team for a period exceeding 60 calendar days, the order will be classified as inactive. If this period extends beyond 90 calendar days, the order will be officially classified as an Abandoned Order. Due to production capacity reservation, administrative costs, and raw material price fluctuations, abandoned orders are not eligible for cash refunds. Any subsequent reactivation will be subject to a mandatory re-quotation based on current market values.

• Our items are crafted rigorously by hand and customized for each user.
• Standard Production: The estimated development time (starting from the correct receipt of the customer's measurements) is 4 to 5 weeks or less of effective workshop labor. For complex projects of high complexity or full attire, the maximum development timeframe may be stipulated between 2 and 3 months or less.
• Expedited Production: Accelerated service option: Customers may choose to upgrade their purchase with our priority production service for an additional cost. Service benefits: Immediate placement at the front of our manufacturing queue. Accelerated processing and reduced lead times. Preferential scheduling ahead of normal orders. All production timeframes are estimates and subject to modification based on active workshop workload, material availability, or other unforeseen operational factors.
• Shipping Timeframes: An approximate 1 week corresponding to national or international logistics and dispatch processing must be added to the production times.
• Impact of External Events on Production Timeframes: Estimated manufacturing times (ETA) are calculated under normal operating conditions. Consequently, these deadlines will be automatically suspended, extended, or rendered void upon the occurrence of any event of force majeure, fortuitous event, or situations beyond the workshop's control. This includes, by way of illustration but not limitation:
• Socio-political crises, national paralyzations, strikes, road blockades, social unrest, or attempts at government destabilization locally in the Republic of Ecuador.
• National emergencies, drastic interruptions in the raw material supply chain, widespread basic service failures, or prolonged power outages.
• Extraordinary global or extraordinary contingencies, such as warfare, natural disasters, unforeseen regulatory changes, alien invasions, or collateral damage caused by fully operational space combat stations.
• Under any of these scenarios, Crowprops shall be exempt from liability for failure to meet standard delivery times, resuming production and dispatches as soon as safety and operational conditions permit.

• Given the artisanal nature of the tailoring, the physical behavior of materials (such as genuine leather), and reliance on user-provided data, the following technical tolerance margins are established and do not constitute manufacturing defects:
• Footwear Tolerance (Foot): For the internal length and width dimensions of footwear, a strict factory tolerance of ±3 mm to ±5 mm is applied, derived from the lasting process over lasts. We assume no responsibility for incorrect fit if the issue stems from errors in initial measurement-taking by the customer (e.g., omitting the thickness of the socks to be used).
• Boot or Shaft Height: In vertical measurements (such as shaft height, top edge, or heel elevations), a tolerance of ±1cm to ±2cm is accepted, as these are aesthetic variations inherent to manual cutting that do not compromise the functionality of the foot compartment.
• Contours and Circumferences (Calf and Ankle): The customer is solely responsible for providing contour measurements taken over the exact attire to be worn with the piece. To guarantee comfort, we reserve the right to apply an ease allowance. Variations of up to 5 mm to 1 cm in contours due to the natural tension of the material or internal linings are considered standard and do not qualify as a defect.

• Transportation Management: Orders are dispatched via private courier (DHL, FedEx, UPS, etc.). Delivery times vary depending on the final destination.
• International Shipments: All international shipments are executed under the DAP modality. This implies that the final recipient is the sole legal and financial responsible party for declaring, assuming, and paying any local taxes, tariffs, import fees, or customs charges required by their country's authorities.
• Notification and Tracking: Once dispatched, tracking information will be provided via an email containing the corresponding tracking link from our official address ([email protected]), as well as the update of the tracking number directly through the PayPal platform.
• Tracking and Shipment Management: In the event that the courier registers the package as "Delivered" and the buyer has not received it, the buyer shall have a period of 5 calendar days to notify both the carrier and Crowprops in writing. After this period, the company shall be exempt from all liability regarding claims, tracking, or deliveries.
• Reception Responsibility (International Shipments): Upon sending the tracking number, the order shall be considered completed, and it is the customer's exclusive responsibility to follow up with the local postal office or courier to ensure the timely receipt of the package.
• Logistical Delays: Crowprops assumes no responsibility whatsoever for delays, retentions, or operational incidents directly attributable to the transportation company or customs.
• Charges for Uncovered Tariffs: If the customer refuses to pay import tariffs or ignores notices from the private courier (DHL, FedEx, UPS, etc.), causing the transport company to bill such tariffs or return costs to Crowprops, the customer expressly authorizes Crowprops to withhold funds or claim such amounts, excluding any right to a refund for abandoned merchandise.
• Logistical Damage Management: Crowprops assumes no responsibility for physical damage suffered by packages and/or their contents during transit, handling, or delivery by external courier companies or logistical operators. In the event of receiving a visibly affected package, the customer must file the corresponding claim immediately with their local postal office or courier, and it is recommended to leave a record of the damage with the delivery person upon receipt.
• Exoneration for Fortuitous Events and Force Majeure: The workshop is completely exempt from legal or financial liability for any eventuality, delay, loss, damage, or return derived from unforeseen situations or circumstances beyond our operational control. This includes, but is not limited to: warfare, global geopolitical alterations, extreme weather phenomena, natural disasters, sudden modifications in customs or regulatory standards, acts of force majeure, as well as any extraordinary contingency derived from alien invasions or havoc caused by space combat stations.

• Cancellations Prior to Production: If the customer requests the cancellation of the order before it enters its processing or material-cutting phase, we will issue a refund of the amount within 10 working days following the formal acceptance of the request, deducting non-recoverable financial commissions from the payment gateway and an administrative fee equivalent to 30% of the total purchase value.
• Cancellations with Ongoing Production (Restocking Fees): If the order is already in the active workshop process, the cancellation penalty or retention fee will be calculated proportionally to the level of progress and invested materials, and may reach 100% of the paid value if the acquired supplies possess an exclusive character for the manufacturing order.

• Once the package is received at the destination address, the customer has a non-extendable period of 7 days to notify [email protected] of any verifiable manufacturing error or defect, attaching the visual evidence requested by our team. After this period, claims of any kind will not be accepted. Under no circumstances are direct monetary refunds issued (cash refunds for physical product returns); our warranty policy is strictly restricted to the correction, adjustment, or replacement of the item under agreed-upon parameters.
• In the event of receiving an item with manufacturing defects or a product different from the one purchased, Crowprops will apply the corresponding warranty. To initiate this process, the customer must provide detailed graphical evidence (photographs and, if necessary, specific measurements) allowing the incident to be evaluated.
• Our team will work closely with the customer throughout the process to coordinate the ideal solution, whether it is the correction, adjustment, or replacement of the affected item, ensuring a satisfactory resolution for both parties.
• Any merchandise return to the workshop will strictly require prior written authorization from Crowprops. The customer must strictly follow the provided instructions, which will specify the authorized courier company and the corresponding destination address. Packages returned without prior coordination will not be accepted.
  

• Independent Nature (Fan-Made): All items sold by Crowprops are handcrafted and independent works. The workshop operates autonomously and lacks affiliation, sponsorship, or licensing by the holders of the trademarks or franchises that inspire the products. Their destination is exclusively ornamental, for exhibition, collection, or characterization (cosplay).
• Delimitation of Rights: Rights to the original trademarks and universes belong exclusively to their registered holders. However, the three-dimensional translation, pattern making, modeling, and physical execution of the products constitute works and designs of Crowprops' exclusive authorship, prohibiting their reproduction or commercial plagiarism by third parties.
• Site Content: The entirety of the contents, graphic designs, photographic material, and texts of the website are the exclusive property of Crowprops, and their reproduction without authorization is prohibited.

• These conditions are governed by and interpreted in accordance with the laws in force in the Republic of Ecuador. Any divergence or controversy arising by virtue of the transactions carried out on this website shall be submitted exclusively to the jurisdiction of the competent courts and judges of the Republic of Ecuador.