Refund & Return Policy — inThreadable, LLC

Last updated: 2026-07-26

At inThreadable, most of what we make is custom, made-to-order work — embroidered, PVC, twill, and chenille patches, challenge coins, hats and caps, name tapes, and apparel produced to your specifications. Because these items are personalized for you, they generally cannot be resold. This policy explains when an order is final, when we will make it right, and how to reach us. We stand firmly behind the quality of our work.

This Refund & Return Policy is incorporated into our Terms of Service.

---

1. Custom & personalized items are final sale

All custom, personalized, and made-to-order items are final sale and not eligible for return, exchange, or refund for buyer's remorse, ordering the wrong size, color, or quantity, or a change of mind after you have approved your proof.

Your digital proof is the decisive moment. Before production begins, we send you a digital proof to review. Please check spelling, wording, artwork, colors, sizing, placement, and quantity carefully. Approving your proof authorizes production exactly as shown and makes the sale final. Errors that appear on a proof you approved (for example, a typo in text you supplied) are not eligible for a free remake or refund, though we're always glad to quote a corrected reorder.

2. Our Make-It-Right / Satisfaction Guarantee

We stand behind our craftsmanship. If your order arrives defective, damaged in transit, incorrect, or materially different from your approved proof, we will make it right — by remaking, replacing, or refunding the affected items, at our discretion and at no cost to you.

What qualifies:

• Manufacturing defects — for example, stitching flaws, unraveling, misaligned or missing elements, or coin/plating defects.
• Our error — wrong colors versus the approved proof, wrong item, wrong quantity, or wrong specification relative to what you approved.
• Damage in transit — items that arrive damaged.
• Material deviation from the approved proof — a variance greater than approximately 5% in size, placement, or color relative to your approved proof. (Minor variation inherent to embroidery and custom manufacturing is normal and is not a defect — see our Terms of Service, Product & Color Variation.)

What does not qualify includes buyer's remorse, wrong size/quantity ordered, errors present on an approved proof, and normal, reasonable variation inherent to custom manufacturing.

3. Error-reporting window — 14 days from delivery

Please report any qualifying issue within 14 days of delivery with your order number and clear photos of the issue.

4. No product return required before approval

For qualifying quality claims, you do not need to ship the product back before we approve a reproduction or refund. Clear photos are usually enough for us to diagnose the issue. In some cases we may ask you to return the item (at our expense for our error) or to dispose of it — we'll tell you which when we approve your claim.

5. Photo documentation

To process a Make-It-Right claim quickly, please include clear photographs showing the defect, damage, or deviation, along with your order number. This lets us diagnose the issue, correct our process, and get your remake or refund moving without delay.

6. Ready-made, blank & stock (non-custom) items

Stock, blank, or ready-made items that are unused, unworn, and in their original condition and packaging may be returned within 14 days of delivery for a refund of the item price. Original shipping charges are non-refundable, and the customer is responsible for return shipping unless the return is due to our error or a defect.

7. Order cancellations

• Before you approve your proof (before production begins): you may cancel for a refund of amounts paid, less any non-refundable setup, digitizing, or materials costs already incurred.
• After proof approval / once production has started: orders cannot be cancelled or refunded, because materials and machine time have been committed to your custom order.

For deposit-based B2B orders, cancellation terms follow the same principle — deposits are applied to costs already incurred. See our Terms of Service, Section 5.

8. Samples & sample packs

Sample products and sample packs are provided so you can evaluate materials and quality before committing to a full order. Unless otherwise stated, samples are non-refundable. Where we offer a sample credit toward a future order, the terms of that credit will be stated at the time of purchase. inThreadable does not currently offer a standalone sample or sample-pack program. If we introduce one, its terms will be provided at the time of purchase.

9. How to report an issue or request a remake / refund

Email contact@in-threadable.com with:

• Your order number;
• A description of the issue; and
• For quality claims, clear photos.

We aim to respond within 1 business day. You can also reach us at (469) 296-8456.

10. Refund method & processing time

Approved refunds are issued to your original payment method. Once approved, please allow 5–10 business days for the refund to process; depending on your bank or card issuer, it may take additional time to appear on your statement. We refund the affected item price and, where the issue was our error or a defect, any associated shipping.

11. Sale & clearance items

Items marked final sale or clearance are not eligible for return or refund except under our Make-It-Right / Satisfaction Guarantee (defect, our error, wrong item, or transit damage).

12. Lost or damaged in transit

If your order is lost in transit or arrives damaged, please contact us — see our Shipping Policy for reporting timelines. Transit damage is covered under our Make-It-Right / Satisfaction Guarantee (Section 2).

13. Contact

inThreadable, LLC · 16513 Millenium Park Place, Prosper, TX 75078 · contact@in-threadable.com · (469) 296-8456