Refund policy
At Threadworks, all products and services we provide are custom-made and personalised to meet the specific requirements of our customers. Due to the bespoke nature of these goods, we are unable to offer returns or refunds as standard, in accordance with the Consumer Contracts Regulations 2013. These regulations specify that the 14-day cooling-off period does not apply to custom-made or personalised items.
If your order arrives damaged or defective as a result of an error by Threadworks or our suppliers, we are committed to resolving the issue. In such cases, please contact us within 14 days of receiving your order by emailing hello@threadworks.uk or opening a ticket via our help desk. We will review the matter on a case-by-case basis and, at our discretion, may approve a return or refund.
Please note:
- Any approved returns must be sent back in their original condition and packaging.
- Customers are responsible for covering the cost of return shipping unless otherwise agreed upon in writing.
- Refunds or replacements will only be processed once the returned item has been received and inspected by our team.
If you have any questions or concerns, our team is here to assist you. Please don’t hesitate to reach out.
Contact us: hello@threaworks.uk | submit a help desk ticket