Refund policy

Return & Refund Policy

At Thuya Heritage, every piece is carefully selected, handcrafted, inspected and prepared in Morocco before shipment. Because many of our creations are handmade, unique, or produced specifically for a customer, our return conditions depend on the type of order.

Ready-Made Pieces

If you receive a ready-made item and wish to request a return, please contact us within 14 days of delivery.

To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging and any accessories or documentation supplied with it.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Custom & Made-to-Order Pieces

Custom-made, personalized, made-to-measure, engraved, or specially commissioned pieces are created specifically for the customer and therefore cannot normally be returned or exchanged because of a change of mind.

Before production begins, the design, dimensions, specifications, price and estimated production timeline are reviewed with the customer.

This does not affect any rights you may have where an item arrives damaged, defective, or materially different from the agreed specifications.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If an item arrives damaged, defective, or you receive the wrong item, contact us promptly and provide your order number together with clear photographs of the item, packaging and shipping label where applicable.

Please keep all original packaging while the case is being reviewed.

Natural Characteristics of Thuya Wood

Thuya is a natural material. Variations in grain, burl patterns, knots, tone and color are part of the character of genuine Moroccan Thuya wood and make every handcrafted piece unique.

These natural variations are not normally considered defects.

Return Shipping

For an approved return that is not caused by damage, defect, or an incorrect item, the customer is responsible for return shipping costs unless otherwise required by applicable law.

Items must be securely packaged for their return journey. We recommend using a tracked and insured shipping service for valuable pieces.

Refunds

Once an approved return is received and inspected, we will inform you of the outcome.

If the refund is approved, it will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Original shipping charges, customs duties, import taxes and other external charges may not be refundable except where required by applicable law.

Order Cancellations

For ready-made pieces, please contact us as quickly as possible if you need to cancel an order. If the order has already been dispatched, cancellation may no longer be possible.

For custom commissions, cancellation conditions depend on the stage of the project. Once design approval has been given and production has begun, amounts already paid may be non-refundable to the extent they cover design work, materials, labor, or other costs already incurred, subject to applicable law.

How to Request Assistance

To request a return, report a damaged item, or ask a question about your order, please contact Thuya Heritage through our official contact page and include your order number whenever possible.

We will review each request individually and provide the appropriate next steps.