Refund and Returns Policy

At inThreadable Custom Embroidery Goods, we take pride in the quality of our craftsmanship. Because every item we produce is custom-made to your specific requirements, our return policy differs from standard retail stores.

 

Please review our policies below regarding returns, cancellations, and customer-supplied items.

 

1. Defective or Incorrect Items (Our Error)

We stand behind our work. If you receive an order that is:

• Materially different from the final digital proof you approved.

• The result of a manufacturing defect in the garment (provided by us).

• The result of a production error on our part.

We will provide a full replacement OR a full refund. Please note: We do not offer both a refund and a replacement for the same order.

 

2. Buyer’s Remorse & Sizing Issues (Customer Error)

Because our products are permanently personalized, we cannot restock or resell returned items. Therefore, we generally do not accept returns for items where the customer selected the wrong size, color, or simply changed their mind.

 

If you have “Buyer’s Remorse” or issues with an order that matched your approval:

• Non-Refundable: Payment for customer-approved products and labor is non-refundable. The customer is financially responsible for all completed work.

• Remakes: We are happy to re-produce the order with your desired changes; however, the customer is responsible for return shipping costs of the original item, as well as the full cost of materials and labor to recreate the new product.

3. The Approval Process & Liability

Before we begin production, we will provide a digital proof/mock-up of your design.

• It is the customer’s responsibility to verify all spelling, grammar, colors, and sizing.

• Once you provide Final Approval, inThreadable is not liable for any errors (such as typos or design mistakes) that were present in the approved proof.

• We understand that some designs use creative spelling or unique formatting; therefore, we do not assume any text is a mistake. Please proofread carefully.

4. Customer-Supplied Garments (BYO)

We allow customers to provide their own garments for embroidery, subject to a 15% service markup. If you choose to supply your own goods, the following terms apply:

• Waiver Required: You will be asked to sign a waiver acknowledging the risks of custom embroidery.

• Spoilage Rate: Industry standard allows for a margin of error. We require customers to provide 2% extra inventory (spoilage) for each order to account for unforeseen issues.

• Liability:

  • We will not replace or reimburse for customer-supplied items that are damaged due to the garment’s material defects (e.g., fabric tearing under the needle).

  • We will only replace the garment if the damage is caused by a major machine malfunction or a negligent production error on our team’s part.

5. Order Cancellations

We understand that plans change. You may cancel your order at any time; however, refunds are prorated based on the work already completed.

• Items Ordered: If blank garments have already been ordered from our vendors, the cost of the garments and any restocking fees are non-refundable.

• Labor Incurred: Any labor costs incurred up to the point of cancellation are non-refundable.

• Digitization: If the embroidery digitization process has been completed, the digitization fee is 100% non-refundable, even if no stitching has occurred.

How to Start a Return

If you believe there is an error with your order, please contact us within 14 days of receiving your goods. Please provide photos of the issue so we can resolve it quickly.

 

Contact Us: contact@in-threadable.com, 240-906-2122