Returns, Exchanges & Refund Policy
At AtlasMuseCrafts, we want every customer to be satisfied with their purchase. Because many of our products are handmade or produced specifically for individual customers, please review this policy before placing an order.
Standard Returns
We accept returns of eligible defective and non-defective products within 30 calendar days of delivery.
To qualify for a non-defective return, the product must be:
- New, unused, unworn, unwashed, uninstalled and unaltered
- In its original condition
- Returned with its original packaging, parts and accessories, where applicable
- Free from damage caused after delivery
A product may be opened for reasonable inspection, but it must not show signs of use, installation or alteration.
To request a return, contact Support@atlasmusecrafts.com within 30 calendar days of delivery and provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photographs of the product, when requested
Please do not return a product before receiving return authorization and instructions from us.
Change-of-Mind Returns
Eligible standard products may be returned when the customer changes their mind, orders the wrong product or no longer wants the item.
For change-of-mind returns:
- The customer is responsible for arranging and paying for return shipping
- The product must be returned safely by mail using a tracked shipping service
- Original shipping charges, when separately paid, are non-refundable
- No restocking fee will be charged
- Any customs duties, import taxes or similar charges associated with the return are the customer’s responsibility
AtlasMuseCrafts is not responsible for return packages lost or damaged during return shipping. We recommend using tracked and insured shipping.
Exchanges
We accept exchanges of eligible standard products within 30 calendar days of delivery.
The product must be new, unused, uninstalled and in its original condition.
For exchanges requested because of size, color, preference or change of mind:
- The customer is responsible for the return shipping cost
- The customer is responsible for any additional shipping cost for the replacement product
- The replacement will be sent after the original product has been received and inspected
- Any price difference must be paid before the replacement is shipped
If an exchange is required because AtlasMuseCrafts sent the wrong product or the product arrived damaged or defective, AtlasMuseCrafts will cover the approved replacement and shipping costs.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If the product arrives damaged, defective, incorrect or materially different from its description or approved specifications, contact us within 7 calendar days of delivery whenever reasonably possible.
Please provide:
- Your order number
- Clear photographs or videos showing the issue
- Photographs of the outer and inner packaging
- A description of the problem
After reviewing and confirming the issue, we may offer:
- Repair
- Replacement
- Partial refund
- Full refund
Confirmed damaged, defective or incorrect products will be resolved at no cost to the customer. When a return is required, we will provide a prepaid return option or reimburse an approved return-shipping cost.
In some situations, the damaged product may not need to be returned. Please keep the product and all original packaging until the claim has been completed.
Custom and Personalized Products
Products created or modified according to a customer’s individual instructions are not eligible for change-of-mind returns or exchanges.
This includes:
- Engraved or personalized products
- Products made to custom sizes or dimensions
- Custom colors, materials, linings or finishes
- Products made using customer-provided measurements
- Bespoke furniture, wooden doors, cabinets, bed frames, sinks or wooden boxes
- Wholesale and custom-production orders
- Products significantly modified at the customer’s request
Custom and personalized orders may be cancelled within 24 hours of purchase, provided that production has not started and materials have not been purchased specifically for the order.
After production has started, custom or personalized orders cannot normally be cancelled, returned or exchanged because of a change of mind.
Custom and personalized products remain eligible for repair, replacement or refund if they arrive damaged, defective, incorrect or materially different from the specifications approved by the customer.
These exclusions apply where permitted by applicable law.
Standard Made-to-Order Products
A standard product may be handcrafted after an order is placed without being customized or personalized.
If the customer has not requested custom dimensions, engraving, lining, materials, colors or other modifications, the product remains eligible under our standard 30-day return policy.
The longer production time of a standard handmade product does not by itself make the product non-returnable.
Return Method
Approved returns must be sent by mail to the return address provided by our customer-service team.
Do not send a product to an address shown on its original shipping label or packaging without receiving authorization. Our approved return location may be different from the original shipping location.
Customers must:
- Use secure and appropriate packaging
- Include all original parts and accessories
- Provide a valid tracking number
- Follow the return instructions provided by AtlasMuseCrafts
Unauthorized returns may be refused or returned to the sender.
Return Inspection
Returned products are inspected after delivery.
We may reject or reasonably reduce a refund when a returned product:
- Has been used, worn, installed or altered
- Has been damaged after delivery
- Is damaged because of inadequate return packaging
- Is missing parts or accessories
- Is returned outside the applicable return window
- Does not match the approved return request
Reasonable inspection of an unused product will not prevent a return.
Refund Processing
After an approved return has been received and inspected, we will send a confirmation email.
Approved refunds will be issued to the original payment method within 7 business days.
Your bank, card provider or payment service may require additional processing time before the refund appears in your account.
Original shipping costs are non-refundable for change-of-mind returns. When an order is confirmed as damaged, defective or incorrect, approved shipping costs will be covered by AtlasMuseCrafts.
Order Cancellations
Ready-to-ship and standard orders may be cancelled before shipment, provided that preparation or production has not started.
Custom and personalized orders may be cancelled within 24 hours of purchase, provided that production has not started and custom materials have not been ordered.
Once production has started, cancellation of a custom or personalized order may no longer be possible.
To request a cancellation, contact Support@atlasmusecrafts.com immediately with your order number.
Contact Us
For returns, exchanges, damaged products or refund requests, contact:
Email: Support@atlasmusecrafts.com
Business: AtlasMuseCrafts
Registered business address: 30 N Gould St Ste R, Sheridan, Wyoming 82801, United States
Craft and production location: Morocco
Nothing in this policy limits any mandatory consumer rights available under applicable law.
