REFUND POLICY

1. Eligibility for Returns & Refunds
We accept returns or refunds only in the following cases:
✔ Damaged item received
✔ Wrong product delivered
To qualify:

• You must notify us within 48 hours of receiving the order

• Clear photos or videos of the issue must be provided

• The product must be unused, in original packaging, with all tags intact

If the request meets the criteria, we will either refund or replace the item as per your preference (subject to stock availability).

2. Non-Returnable / Non-Refundable Items
Due to the handmade nature of our products, we do not accept returns or issue refunds for:

• Customised or personalised items

• Products damaged due to misuse or negligence

• Slight colour, texture, or size variations

• Minor imperfections that naturally occur in handcrafted products

• Change of mind after purchase

These variations are part of the charm of handmade goods and are not considered defects.

3. Refund Process
Once your return request is approved:

• Refunds are processed within 5–7 business days

• Amount will be credited to the original payment method

• If the product needs to be shipped back, you may be asked to send it securely (details will be shared during approval)

• Shipping fees (if any) are non-refundable

4. Exchange Policy
If you receive a damaged or incorrect product:

• We will send a replacement at no extra charge

• If the item is out of stock, you may choose another item of the same value or request a refund

5. Order Cancellations

• Orders cannot be cancelled after being placed, as we begin processing immediately

• For Cash on Delivery (if applicable), repeated cancellations may lead to restricted service

6. Incorrect Address Responsibility
Refunds are not provided for orders lost due to:

• Incorrect or incomplete address entered by the customer

• Unreachable phone number

• Customer not being available during delivery attempts

Re-shipping charges may apply.

7. How to Raise a Return or Refund Request
Please contact us within 48 hours of delivery at:
Email: [add your email]
Share the following details for quicker support:

• Order ID

• Photos/videos of the issue

• Your preferred solution (refund or replacement)

We’ll review the request and get back to you promptly.

8. Final Decision
Thread Heritage reserves the right to approve or reject refund/return requests based on eligibility criteria.
We aim to be fair, transparent, and supportive with every customer concern.