Return Policy
Thank you for shopping with ThuyaLuxe.
Because our items are handcrafted from natural Thuya wood, each piece is unique. We take great care to ensure every order arrives in perfect condition. If something is not right, we’re here to help.
1. Eligible Returns
We accept returns only in the following cases:
✔️ Damaged item upon arrival
✔️ Wrong item received
✔️ Defective craftsmanship
To request a return, you must contact us at
📧 support@thuyaluxe.com
within 7 days of receiving your order.
We will ask for photos or video as proof so we can process your request quickly.
2. Non-Returnable Items
Since our products are handmade and natural, we do not accept returns for:
Change of mind
Natural wood variations (color, knots, grain patterns)
Incorrect address provided at checkout
Items damaged due to misuse or accidents
These are normal characteristics of genuine Thuya wood.
3. Return Conditions
To be eligible for a return:
Item must be unused and in original condition
Item must be in original packaging
You must provide proof of purchase
Unauthorized returns (returns sent without approval) will not be accepted.
4. Refunds
Once we receive and inspect the returned item, we will notify you by email.
Approved refunds will be:
✔️ Processed back to your original payment method
✔️ Issued within 3–7 business days
Shipping fees are non-refundable unless the return is due to our mistake (wrong or damaged item).
5. Exchanges
We currently do not offer exchanges due to the unique, handcrafted nature of our products.
If you receive a defective or incorrect item, we will replace it or refund you.
6. Order Cancellations
You may request a cancellation within 1 hour of placing the order.
After this time, the order may already be in preparation and cannot be canceled.
7. Lost or Delayed Packages
If a package is delayed or lost by the carrier, we will assist in opening an investigation with the shipping company.
Refunds for lost packages depend on the carrier’s final resolution.
8. Contact Us
If you have any questions about our Return Policy, contact us at:
📧 support@thuyaluxe.com