Last Updated: June 24, 2026

At Thuyacrafts, we want our customers to feel confident when ordering our handcrafted Moroccan products. Each item is handmade, finished, or prepared with care by our artisans.

Thuyacrafts specializes in handcrafted Moroccan products, including wooden boxes, furniture, sculptures, and décor items.

This Return & Refund Policy explains how returns, exchanges, replacements, repairs, and refunds are handled.

Returns

We accept returns for both defective and non-defective products.

Returns are accepted only for new, unused, undamaged products returned in their original condition and original packaging when possible.

Return Window

Customers may request a return within 30 days of delivery.

To start a return, please contact us at:

Support@thuyacrafts.com

Please include:

  • Your order number
  • Your full name
  • The reason for the return
  • Photos or videos if the item is damaged, defective, incorrect, or not as described

Return requests made after 30 days of delivery may not be accepted.

Non-Defective Returns

We accept returns for non-defective products within 30 days of delivery.

To be eligible, the item must be:

  • New
  • Unused
  • Undamaged
  • In original condition
  • In original packaging when possible

For non-defective returns, the customer is responsible for return shipping costs.

Defective, Damaged, Incorrect, or Not-as-Described Items

If your item arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible and provide photos or videos showing the issue.

Once the issue is reviewed and confirmed, we may offer one of the following solutions:

  • A replacement
  • An exchange
  • A repair
  • A partial refund
  • A full refund if replacement, exchange, or repair is not possible

For confirmed damaged, defective, incorrect, or not-as-described items, Thuyacrafts will provide the appropriate solution.

Exchanges

We accept exchanges within 30 days of delivery.

Exchanges are accepted only for new, unused, undamaged products returned in their original condition and original packaging when possible.

For non-defective exchanges, the customer is responsible for return shipping costs.

If the exchange is due to a damaged, defective, incorrect, or not-as-described item, Thuyacrafts will review the case and provide the appropriate solution.

Custom, Personalized, and Made-to-Order Items

Some Thuyacrafts products may be custom-made, personalized, engraved, or made to order.

Custom, personalized, and made-to-order items may not be eligible for return or exchange for change of mind once production has started.

This includes:

  • Engraved items
  • Personalized items
  • Custom sizes
  • Custom colors
  • Custom finishes
  • Made-to-order wooden boxes
  • Made-to-order furniture
  • Made-to-order décor items

Custom and personalized items are still eligible for return, exchange, replacement, repair, or refund if they arrive damaged, defective, incorrect, or not as described.

Handmade Product Variations

Because our products are handmade, small natural variations in wood grain, color tone, pattern, shape, size, or finish may occur.

These natural handmade variations are part of the character of the product and are not considered defects.

Shipping Delays

International shipping times may vary due to customs inspections, carrier delays, public holidays, weather, or local delivery conditions.

Shipping delays do not qualify as product defects. However, we will always assist customers with tracking and delivery support until the order is completed.

Refund Processing

Approved refunds are processed to the original payment method within 7 business days after the returned item is received and approved.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Return Shipping

Return shipping responsibility depends on the reason for the return:

  • For non-defective returns or exchanges, the customer is responsible for return shipping costs.
  • For damaged, defective, incorrect, or not-as-described items, Thuyacrafts will review the case and provide the appropriate solution.

If a physical return is required, we will provide return instructions by email.

Contact Us

For return, refund, exchange, replacement, or issue requests, please contact us:

Thuyacrafts
Website: https://thuyacrafts.com
Email: support@thuyacrafts.com
Address: Agadir, Morocco
Business Hours: Monday–Saturday, 9:00 AM–6:00 PM Morocco Time