Returns Policy

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair or partial refund only. We reserve the right to not offer a refund or an exchange coupon.

You have 30 days from receipt of the product to contact us about your item(s) should you change your mind or regarding any quality issues found (some exclusions apply). If 30 days or greater have gone by since receipt of your purchase or you cannot provide proof of purchase; unfortunately, we can’t offer you a refund or exchange.

See our contact page for details on how to get in touch with us or as shown on the invoice/order confirmation slip. Please do not contact or send your purchase back to our manufacturing or fulfilment partners.

Any Refunds (partial or otherwise) will be provided using your original payment method(s). The agreed refundable amount will be determined on a case-by-case basis and is dependent on the type of refund and any applicable conditions being met as outlined herein.

Delivery

Upon arrival of your package, please note any damage to the packaging as well as any damage to the item itself. It is important that you notify us of any damage due to transit as soon as possible after receipt of the item (e.g. within 48 hours), as any damage to the item incurred after delivery will not be covered and may complicate your claim for in-transit damage. We will deal with items damaged in transit in accordance with the "Damage/Quality Issues" section below. If you feel that the damage to an item or a box is too severe then please refuse the package.

Shipping

Do not return your product until instructed to do so by threadbuilt. To return your product, you should mail it to:

Attn: threadbuilt

12 Pegasi Avenue, Hope Valley 5090 SA, Australia

You will be responsible for paying for the shipping costs for returning your item. We take no liability for any shipping costs for products refunded or exchanged via the Change of Mind or Gift Giving policies. Original shipping costs associated with products that have Damage/Quality Issues are non-refundable however we will cover the costs associated with returning the product if it is approved.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following Proof of Purchase documents:

  • Register receipt

  • Online Tax Invoice (order confirmations will not be accepted – except for Cancellations)

  • Financial statements such as a bank statement, credit card statement

  • Proof of purchase from financial platforms such as PayPal or Stripe

Cancellations and Amendments

Most of our products are made to order especially for you by our manufacturing and fulfilment partners – see our FAQ page for more information. If you wish to cancel or amend your order, please contact us immediately via email including proof of purchase. You can edit your order at any time before it goes to production. Please keep in mind that this could be as soon as two hours for Expedited Processing/Shipping, 1-2 business days for Standard Processing/Shipping or once the listing ends (whichever comes first). Some conditions apply:

  • Customised/Personalised Products & Design Services: we reserve the right to recover any costs associated with lost time (i.e. labour), fees or materials where these cannot be reclaimed or used elsewhere by threadbuilt

  • Digital Products: Digital product orders cannot be cancelled or refunded once the download has begun

Damage/Quality Issues

For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the product. To ensure a quick resolution take the photos on a flat surface well-lit surface. We will require photos of:

  • the product and any accessories

  • the damaged area or highlighting the poor quality

  • the packaging (product and freight) including any damages if applicable

  • any tags or manuals

  • proof of purchase (original copies can be attached in the email)

We will use this information to help you with your order, as well as eliminate errors in future production.

Exclusions from perceived Quality issues include but are not limited to the following:

  • Handmade products – these often exhibit subtle variations in size, shape, colour or uniformity from one piece to the next. This is caused by variations in the material or manufacturing process

  • Colour reproduction – colour may vary slightly from that which is shown on the website due to photographic lighting sources or your screen’s settings and quality (all computers and mobile devices will render colour differently). We do not guarantee that what you see accurately portrays the colour of the actual product

Exchanges

We only replace items like for like if they are defective or damaged as outlined in the section on Damage/Quality Issues.

Change of Mind Policy

Should you Change your Mind about the product your item must be in a saleable condition and with original proof of purchase provided.

By saleable condition we mean that the item hasn’t been opened or used, is still in its original packaging and any manuals, packaging and accessories (where applicable) are included. Some exceptions to our Change of Mind policy apply:

  • Customised/Personalised Products

  • Gift Cards

  • Digital Products – once downloaded

  • Some health and personal care items

Clearance Items

Products that are on clearance cannot be refunded except where Damage/Quality Issues are not evident at the point of transaction or have arisen in transit. All other regular priced products including those on sale (such as holiday sales or other events) or items discounted with the use of a coupon code can be refunded in accordance with the conditions outlined herein.

Gift Giving

Only the recipient of a gift has the option to seek a full refund or exchange the gift for something else, providing; the item was marked as a gift when purchased and shipped directly to them.

Any refund for gifts (partial or otherwise) will be via gift certificate and sent to the recipient of the gift. Should the value of the exchanged item exceed the original gift value then the recipient of the gift will be responsible for any difference. Where it is less than the original a gift certificate for the difference will be issued to the recipient of the gift.

Process

We will send you confirmation emails at each step of the process including instructions specific to your case on how to proceed, confirmation of receipt of the return goods (where applicable) and confirmation of the approval or rejection. Where a physical item is returned to threadbuilt due to Damage or Quality issues (including those caused in transit) they will be subject to a thorough inspection and verification of applicability for refund or exchange.

Approved

If it is approved, we will notify you of the decision and process it within 1 Business Day. Where a refund is sought, you will be credited the agreed refundable amount via your original method(s) of payment. Note that time taken to receive the refund may vary depending on the payment method(s) used i.e. PayPal vs Credit Card and that many institutions take a up to 3-5 Business days to process. Where a product is exchanged for a new item normal processing and shipping times can be expected. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

There are certain situations where only partial refunds are granted (if applicable):

  • Books, printed media or personal items such as jewellery with obvious signs of use

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

  • Any item that is returned more than 30 days after delivery

If you have received confirmation from threadbuilt of your refund being processed and have not received payment within 3-5 Business days:

  • first check your bank account again

  • then contact your financial payment provider, it may take some time before your refund is officially posted

  • next contact your bank if separate to your financial payment provider. There is often some processing time before a refund is posted

  • if you’ve done all of this and you still have not received your refund yet, please contact us with your details

Not Approved

If it is not approved then we will notify you of the decision formally and consider the matter to be closed.

Changes to our Returns Policy

This version was last updated on 08/12/2021 and historic versions can be obtained by contacting us. Any changes we may make to our returns policy in the future will be posted on this page and, where appropriate, notified to you by email. Please check back frequently to see any updates or changes to our returns policy.

Contact

Questions, comments and requests regarding this returns policy are welcomed and should be addressed to threadbuilt@gmail.com.