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Returns & Refunds Policy (Custom/Personalised Goods)

Effective Date: 26 Aug 2025
Support: support@threadlabs.app

We produce items to your order. This means no returns or exchanges except where goods are faulty, damaged in transit, or we made a production error.

1) No “change of mind” returns for custom goods

  • UK: The statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to goods made to your specifications or clearly personalised (Reg 28(1)(b)).

  • EU/Ireland: The statutory 14-day withdrawal right under the Consumer Rights Directive 2011/83/EU (as implemented, including S.I. No. 484/2013 in Ireland; also Consumer Rights Act 2022 (IE)) does not apply to custom/personalised goods (Art. 16(c)).

2) If there’s a problem with your order

If your item arrives defective, damaged, or with a production error (e.g., wrong item/size/colour, major print flaw), we will repair/replace or refund at our discretion.

How to report:

  • Email support@threadlabs.app within 14 days of delivery.

  • Include your order number, a description of the issue, and clear photos of the item and packaging.

  • We may provide a prepaid label and ask you to return the item for inspection where needed.

3) What isn’t a defect

  • Minor colour/position variance between on-screen previews and final prints (screen/fabric differences);

  • Slight sizing variance within manufacturer tolerances;

  • Normal wear/tear after use;

  • User-supplied errors (e.g., typos, low-resolution images) that were approved by you at order time;

  • Wrong/insufficient address or unclaimed parcels (we can reship at your cost once returned).

4) Shipping damage

If the parcel is visibly damaged, take photos and keep packaging. Contact us within 14 days so we can file with the carrier and resolve it.

5) Timing & remedies

Once we receive your claim (and the item if return required), we aim to resolve within 14 business days. Remedies include replacement, reprint, partial/full refund, or store credit, depending on the issue.

6) Refund method

Refunds are issued to the original payment method. Your bank/issuer controls settlement timing.

7) Cancellations/changes

Orders move to production quickly. If you need to cancel or adjust, email support@threadlabs.app immediately. We’ll try but can’t guarantee changes once production starts.

8) Your statutory rights

Nothing in this Policy affects rights you cannot waive under applicable consumer laws, including:

  • UK: Consumer Rights Act 2015 (faulty goods remedies, short-term right to reject within 30 days for faulty goods).

  • Ireland/EU: Consumer Rights Act 2022 (IE) and applicable EU consumer protection rules.