Returns & Refunds

Every piece is made to order. We do not accept returns, exchanges, or refunds, so please take your time reviewing all product details before purchasing. If you have any questions before placing your order, we are happy to help at hello@thywill.studio.

Cancellations

Production begins shortly after an order is placed. If you need to cancel or make a change, please contact us as soon as possible and we will do our best to accommodate your request.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at hello@thywill.studio. with clear photos of the item and its packaging for review. Damage that occurs after delivery due to misuse, handling, or installation is not covered.

We will review the information provided and, if approved, offer a resolution at our discretion.

Exceptions

On rare occasions and entirely at our discretion, we may offer a resolution beyond our standard policy. Any such arrangement must be discussed and approved by us in advance. We do not accept unsolicited returns.

Should we approve a resolution involving a return:

• Prior written approval is required before returning any item. Please do not ship any items back until you have received confirmation from us.
• The item must be shipped back within 14 days of receiving return approval
  
• The item must be in its original condition and packaging
  
• Return shipping costs are the responsibility of the buyer
• Items must be shipped using a tracked shipping method. We are not responsible for returns lost in transit
  
• Refunds are processed only after the item has been received and inspected
  
• If the returned item does not meet our return conditions upon inspection, the return may be declined and no refund will be issued

Approved refunds are issued to the original payment method within 10 business days. Banks or credit card providers may require additional time to post the refund.

Non-Returnable Situations

Refunds or returns are not offered for:

• Buyer’s remorse or change of mind

• Size preference or décor compatibility

• Minor color variations due to screen settings or lighting

• Normal wear and tear after item has already been delivered

If you have any questions or concerns, please contact us at hello@thywill.studio before placing your order.

This policy applies to all orders, including international orders.