Refund and Return Policy

Our Commitment to Your Satisfaction

At THUCMYCRAFT, we believe that every product we create should bring joy to your home and elevate your everyday moments. We understand that sometimes, despite our best efforts, a product may not meet your expectations. That’s why we’ve established a clear, fair, and transparent return policy designed to give you peace of mind with every purchase.

We stand behind the quality of our handcrafted textiles and want you to feel confident in your decision to shop with us. Whether you’ve changed your mind, received a damaged item, or simply need assistance with an exchange, our dedicated team is here to help make the process as smooth and straightforward as possible.

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Overview of Our Return Policy

15-Day Return Window

We offer a 15-day return window for most products purchased directly from THUCMYCRAFT. This means you have 15 days from the date you receive your order to initiate a return.

What This Means for You:

• You have ample time to examine your items and decide if they meet your needs

• You can confidently shop knowing you have a safety net

• You can order gifts in advance and still have time to return if needed

Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

What Is Considered “Unused”?

For our handcrafted textiles, “unused” means:

• No Signs of Wear: The item has not been used for its intended purpose

• No Stains or Damage: Free from food, beverage, or other stains

• No Odors: Free from smoke, perfume, or other odors

• Original Tags Attached: All tags and labels remain attached

• Original Packaging: Packaging materials, including ribbons and cellophane, are intact

Please note that items that have been washed, ironed, or altered in any way are not eligible for return.

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Items That Cannot Be Returned

Non-Returnable Categories

To maintain the highest standards of quality and hygiene, certain items cannot be returned:

1. Personalized and Customized Items
Products that have been personalized with monograms, initials, names, or custom embroidery are final sale and cannot be returned. This includes:

• Monogrammed cocktail napkins

• Personalized crest napkins

• Custom embroidered items

• Any item with custom initials or names

Why This Policy Exists:
Personalized items are created specifically for you and cannot be resold. Each monogram or custom design is unique to your order, making these items non-recyclable inventory.

2. Final Sale Items
Items clearly marked as “Final Sale” on the product page are not eligible for return. These items are typically:

• Deeply discounted clearance items

• Discontinued designs

• Limited edition pieces

• Items marked with “Final Sale” in the product description

3. Made-to-Order Items
Products that are produced specifically for your order, including many of our Spanish linen collections from Los Encajeros and other heritage makers, are final sale. These include:

• Zurbano collections

• Alhambra collections

• Bowline collections

• Bodoques collections

• Bilbao collections

• Escama collections

• Nilo collections

• Spring collections

• Daisy Aperitivo collections

• Maria Hand-Embroidered napkins

• Other made-to-order items

Why This Policy Exists:
Made-to-order items are produced exclusively for you, often requiring 6-8 weeks of production time. These pieces are crafted by skilled artisans specifically for your order and cannot be returned to inventory.

4. Items Damaged by Customer
If an item is damaged due to improper care, washing, or handling, it is not eligible for return. This includes:

• Items washed incorrectly

• Items stained by food or beverages

• Items torn or damaged through use

• Items with pet hair or other damage

5. Items Purchased from Other Retailers
If you purchased a THUCMYCRAFT product from another retailer, please contact that retailer directly for their return policy.

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Return Process

Step-by-Step Instructions

Step 1: Review Our Policy
Before initiating a return, please ensure your item meets our eligibility criteria. Check that:

• You are within the 15-day window

• The item is unused and in original condition

• The item is not a final sale or personalized item

Step 2: Contact Our Customer Service Team
Email us at dinhthucmy06@gmail.com with the following information:

• Your order number

• The item(s) you wish to return

• The reason for your return

• Photos of the item (if applicable, for damage or quality issues)

Please Include Your Order Number in the Subject Line:
“Return Request – Order #[Your Order Number]”

Step 3: Receive Return Authorization
Our team will review your request and, if approved, provide you with:

• A Return Merchandise Authorization (RMA) number

• Detailed return shipping instructions

• The return shipping address

Important: Do not ship your return without an RMA number. Returns received without an RMA number may be delayed or refused.

Step 4: Prepare Your Return Package

• Repack the item securely in its original packaging

• Include all original tags and accessories

• Include a copy of your order confirmation or a note with your order number and RMA number

• Seal the package securely

Step 5: Ship Your Return

• Send the package to the address provided in your return authorization

• We recommend using a trackable shipping method with insurance, as we are not responsible for items lost in transit

• Keep your tracking number for your records

Step 6: Return Processing

• Once we receive your package, we will inspect the item

• If the return is approved, we will process your refund within 5-7 business days

• You will receive a confirmation email when your refund is processed

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Return Shipping Costs

Who Pays for Return Shipping?

For Change of Mind Returns:
If you are returning an item because you changed your mind, decided you don’t need it, or found it doesn’t suit your style, you are responsible for the return shipping costs.

For Damaged or Incorrect Items:
If you received a damaged item, a defective product, or an incorrect item, we will cover the return shipping costs. Please contact us at dinhthucmy06@gmail.com immediately so we can arrange for a return label.

For Quality Issues:
If you believe there is a quality issue with your product, please contact us with photos. We will evaluate the issue and determine if return shipping costs will be covered.

Shipping Recommendations

We recommend using a shipping method that provides:

• Tracking: So you can confirm delivery

• Insurance: To protect your return in case of loss or damage

• Signature Confirmation: For high-value items

We are not responsible for items lost or damaged during return shipping.

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Refund Process

How Refunds Are Processed

1. Inspection
Upon receiving your return, we inspect the item to ensure it meets our return criteria.

2. Approval
If the return is approved, we initiate the refund process.

3. Refund Issuance
Refunds are issued to the original payment method used for the purchase.

4. Timing
Refunds typically appear on your statement within 5-10 business days, depending on your bank or credit card issuer.

Refund Amount

Important Notes:

• Shipping charges are non-refundable

• If you received free shipping, the cost of shipping may be deducted from your refund

• Custom fees and duties for international orders are non-refundable

Partial Refunds

In certain situations, we may issue partial refunds:

• Item Damaged in Return Shipping: If an item is damaged during return shipping, we may deduct the cost of repair from your refund

• Item Not in Original Condition: If an item is returned in a condition that requires cleaning or restoration, we may deduct associated costs

• Missing Items: If items are missing from your return package, we will adjust the refund accordingly

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Exchanges

How Exchanges Work

We understand that sometimes you may want to exchange an item for a different size, color, or design. We offer exchanges subject to availability.

Exchange Process:

Step 1: Contact us at dinhthucmy06@gmail.com with your exchange request
Step 2: We will confirm availability of the desired item
Step 3: Ship the original item back to us (you are responsible for return shipping)
Step 4: Upon receipt and inspection, we will ship your exchange item
Step 5: You will be charged for shipping of the new item

Important Notes:

• Exchanges are subject to product availability

• If the desired item is not available, we will issue a refund instead

• Exchanges follow the same eligibility criteria as returns

• Personalized items and final sale items cannot be exchanged

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Damaged or Incorrect Items

What to Do If You Receive a Damaged Item

We take great care in packaging our products to ensure they arrive safely. However, if your item arrives damaged:

1. Document the Damage

• Take clear photos of the damaged item

• Photograph the packaging to show any damage during transit

• Keep all packaging materials

2. Contact Us Immediately
Email us at dinhthucmy06@gmail.com with:

• Your order number

• Photos of the damage

• A description of the issue

3. Follow Our Instructions
Our team will provide instructions for returning the damaged item and arrange for a replacement or refund.

Timeline: Please report damaged items within 7 days of receipt to ensure a smooth resolution.

What to Do If You Receive an Incorrect Item

If you receive an item that is different from what you ordered:

1. Check Your Order
Verify that the item you received is indeed incorrect by reviewing your order confirmation.

2. Contact Us
Email us at dinhthucmy06@gmail.com with:

• Your order number

• A description of what you received versus what you ordered

• Photos of the item you received

3. Resolution
We will arrange to send you the correct item and provide instructions for returning the incorrect item.

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International Returns

Return Process for International Customers

International customers are welcome to return items that meet our eligibility criteria. However, please note:

1. Return Shipping Costs
International customers are responsible for return shipping costs to our U.S. address. These costs can be significant, so we recommend choosing a shipping method that provides tracking and insurance.

2. Customs and Duties
Any customs fees, duties, or taxes associated with the return are the customer’s responsibility. We recommend clearly marking the package as “Return” to minimize customs charges.

3. Return Address
The return address will be provided with your return authorization. Please ensure you send your return to the correct address.

4. Timeframes
International returns may take longer to reach us due to customs processing. Please be patient and keep your tracking information.

5. Refund Processing
Once we receive and inspect your return, we will process your refund in U.S. Dollars (USD). Please note that currency exchange rates may affect the final refund amount.

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Order Cancellations

How to Cancel an Order

If you need to cancel your order, please contact us as soon as possible. We process orders quickly to ensure fast delivery, and cancellations can only be accommodated before the order has been processed for shipping.

To Request a Cancellation:
Email us at dinhthucmy06@gmail.com with:

• Your order number

• A clear request to cancel the order

If Your Order Has Already Shipped:
We cannot cancel an order once it has shipped. In this case, you will need to follow our standard return process once you receive the order.

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Gift Returns

Returning a Gift

If you received a THUCMYCRAFT product as a gift and need to return it:

1. Contact Us
Email us at dinhthucmy06@gmail.com with:

• The name of the person who gave you the gift (if known)

• A description of the item

• Your contact information

2. Return Authorization
We will provide you with a return authorization and instructions.

3. Refund Process

• Refunds for gifts will be issued as store credit to the gift recipient

• The original purchaser will not be notified of the return

Gift Exchanges

If you received a gift and would like to exchange it for a different item:

• Contact us with your request

• We will assist you in selecting a replacement item

• Any price difference will be handled accordingly

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Returns for Wholesale and Bulk Orders

Special Considerations for Businesses

For wholesale customers, businesses, and bulk orders, please note:

1. Return Window
Wholesale returns must be initiated within 15 days of receipt, unless otherwise agreed in writing.

2. Return Authorization
All wholesale returns require prior authorization. Please contact us at dinhthucmy06@gmail.com to initiate a return.

3. Restocking Fees
A restocking fee may apply to wholesale returns. The fee percentage will be determined at the time of return authorization.

4. Minimum Order Quantities
Returns for wholesale orders may be subject to minimum quantity requirements.

5. Custom Orders
Custom orders for businesses are final sale and cannot be returned.

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Quality Guarantee

Our Promise to You

At THUCMYCRAFT, we stand behind the quality of our products. If you believe your item has a manufacturing defect, please contact us.

What We Consider a Manufacturing Defect:

• Loose or missing embroidery

• Fabric flaws or inconsistencies

• Hemstitch or seam issues

• Color bleeding (if washed according to care instructions)

• Issues that affect the functionality or appearance of the product

What Is Not a Manufacturing Defect:

• Normal variations in handcrafted items (slight differences are part of the charm)

• Color variations due to monitor settings

• Issues caused by improper care or washing

• Normal wear and tear

How to Report a Quality Issue

Email us at dinhthucmy06@gmail.com with:

• Your order number

• Photos of the issue

• A description of the problem

Our team will review your case and work with you to find a satisfactory resolution, which may include:

• Replacement of the item

• Store credit

• Partial or full refund

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Returns and Exchanges Timeline

How Long Does the Process Take?

Total Estimated Time: 15-25 business days from return initiation to refund appearance

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Tips for a Smooth Return Process

How to Ensure Your Return Is Processed Quickly

1. Read Our Policy Carefully
Before initiating a return, familiarize yourself with our eligibility criteria to avoid delays.

2. Provide Complete Information
When contacting us, include your order number, a detailed description, and photos if applicable.

3. Pack Returns Securely
Use original packaging and ensure items are protected during shipping.

4. Use Trackable Shipping
We recommend using a shipping method with tracking and insurance for your return.

5. Keep Your Receipt
Retain your shipping receipt and tracking number until your return is processed.

6. Be Patient
Processing times may vary, especially during busy seasons. Our team works diligently to process all returns as quickly as possible.

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Frequently Asked Questions About Returns

Q: How do I start a return?
A: Email us at dinhthucmy06@gmail.com with your order number and reason for return. We’ll guide you through the process.

Q: How long do I have to return an item?
A: You have 15 days from the date of receipt to initiate a return.

Q: Can I return a personalized item?
A: No, personalized items are final sale and cannot be returned.

Q: Who pays for return shipping?
A: For change-of-mind returns, the customer pays return shipping. For damaged or incorrect items, we cover return shipping.

Q: How long does it take to get a refund?
A: Once we receive your return and approve it, refunds are processed within 5-7 business days. Your bank may take an additional 5-10 business days to reflect the refund on your statement.

Q: Can I exchange an item?
A: Yes, exchanges are available subject to product availability. Contact us for assistance.

Q: What if I receive a damaged item?
A: Contact us immediately with photos of the damage. We will arrange for a replacement or refund.

Q: Do you offer returns for international orders?
A: Yes, but international customers are responsible for return shipping costs and any customs fees.

Q: Can I return a gift?
A: Yes, gifts can be returned for store credit. Please contact us for assistance.

Q: Are shipping charges refundable?
A: No, shipping charges are non-refundable.

Q: What if I changed my mind but the item is no longer in its original packaging?
A: Items must be returned in original condition, including packaging. If packaging is missing or damaged, we may not be able to accept the return.

Q: Can I return an item purchased during a sale?
A: Yes, sale items are eligible for return unless marked “Final Sale.”

Q: Do you offer free returns?
A: We offer free returns for damaged, defective, or incorrect items. For change-of-mind returns, the customer is responsible for return shipping costs.

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Contact Information for Returns

For any questions about returns, exchanges, or refunds, our team is here to help.

Email: dinhthucmy06@gmail.com
Phone: +84 0346664390
Address: 5900 Balcones Dr STE 100, Austin, TX 78731, USA
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (CST)

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THUCMYCRAFT Return Policy Summary

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Our Promise to You

At THUCMYCRAFT, we are committed to your satisfaction. We understand that purchasing handcrafted textiles is an investment in your home and lifestyle. Our return policy is designed to give you confidence in your purchase, knowing that if for any reason you are not completely satisfied, we will work with you to make it right.

We believe in the quality of our products and the craftsmanship of our artisans. Every item we create is made with care, attention to detail, and a commitment to excellence. We stand behind that commitment with a fair and transparent return policy.

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Final Words

We hope you love every product you receive from THUCMYCRAFT. Our handcrafted textiles are designed to bring joy to your home and elevate your everyday moments. However, if something isn’t quite right, please don’t hesitate to reach out. Our team is here to help you navigate the return process with ease and professionalism.

Thank you for choosing THUCMYCRAFT. We value your trust and look forward to serving you for years to come.

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THUCMYCRAFT — Bringing joy to the everyday with handmade textiles for the home.