Refund policy
Refund Policy for Custom Orders
At Threaded Together, we take great care in creating personalised, custom products that are made just for you. Due to the unique nature of these items, please note the following refund policy:
Custom Orders
All of our napkins are personalised and custom-made according to your specific requests. As a result, we are unable to accept returns or offer refunds for change of mind or incorrect orders once the order has been confirmed. Please double-check your order details, including spelling, color choices, and personalisation options, before completing your purchase.
Faulty or Damaged Items
We want you to be completely satisfied with your order. In the unlikely event that your product arrives damaged or with a manufacturing defect, we will be happy to offer a replacement or refund. Please follow these steps:
- Contact us at hello@threadedtogether.com.au within 60 days of receiving your order.
- Provide a description of the issue along with clear photos of the fault or damage.
- We will assess the situation and offer a replacement or refund based on the nature of the issue.
Refund Eligibility
- Refunds will only be issued if the product is faulty or damaged due to a manufacturing defect.
- In cases where a refund is offered, it will be processed to the original payment method.
- Unfortunately, we cannot offer refunds for mistakes during the ordering process or change of mind once the order has been confirmed and entered into production. We can guarantee that we will work with you through this process to ensure your event can still go ahead
Exclusions
As our products are made to order, they are exempt from returns under Australian Consumer Law for change of mind. However, your consumer rights are protected in cases of faulty or damaged goods.
Need Help?
If you have any concerns or questions about your order, please reach out to us at hello@threadedtogether.com.au. We are here to assist you and ensure you are happy with your purchase.