Exchange and Refund Policy
Items purchased on NH Threads are custom made and printed just for you. We cannot offer returns unless the items fall into one of the following categories:
- Item is Damaged in Transit
- Incorrect Item is Delivered
- Item is Defective or Misprinted
If you are not satisfied with your experience, we are here to help you. Our Exchange and Refund Policy is effective 30 calendar days from the day you have received your order. We hope to build trust and long-term relationship with our customers so we aim to provide excellent service quality and fair compensation available to resolve your problems.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase (Order ID, Transaction ID, Email,…etc). Please do not send your purchase back to the manufacturer.
Original condition is considered as any merchandise that is unworn, not-used, and has not been washed and/or put in a dryer for any reason. The item(s) must also not in smell strongly of smoke and/or body odors of any type, are not covered in pet and/or human hair and are not stained or damaged in any other way. All original sewn in or hang tags must still be intact
Wrong information/Item Model Change/Order Cancellation
In the event that you may have submitted wrong information when making your order or you may have chosen the wrong item model and needs to be corrected, you can do so by notifying us via Email or Facebook Page Messaging within 12 hours after you have received your email confirmation. We also encourage all our valued customers to provide us with a complete and precise information (name, address, and if possible, a contact number). If the shipping company is not able to track the shipping address, the package will be sent back to the store room and will undergo shipment again once the correct information is updated with us.
How to request for an Exchange or a Refund?
Send us an email to email@example.com
For damaged/defective items, please do attach at least 2 screenshots of the item indicating the damaged part or describing its defect. Items must be returned to us in its original packaging, unused and in the same condition
when it arrived. Please also include the actual receipt of the order as proof of purchase.
Once we have received your item and inspection is done, we will immediately send you a notification regarding the approval of your request (item replacement or refund).
Cancellation request must be sent to us within 12hrs upon receiving your email confirmation.
Please also note that for cancellations, management processing and a transaction fee of 20% of your total order value may apply.
Orders can no longer be cancelled or changed once the shipment has begun thus can then be subjected to our Exchange/Return policy for resolution.
You are eligible for an Exchange/Refund if:
- You have received the wrong item.
- The item you received is defective.
- The item is damaged upon arrival.
- The item does not look or work as was advertised on our website.
How long can the refund be processed?
Returns usually take 1-2 weeks to be processed. On some cases, delays in delivery may occur. Only when we have received the item the inspection shall proceed. Refunds will be paid through the original type of payment when the purchase was made and may be processed within a certain amount of days. For credit/debit card users, the posting may appear on your next billing cycle, depending on your bank’s policies. If you have not seen the refund after the promised processing time, please do contact your bank first.
Do I pay the shipping fee for returns?
Please be advised that you will be responsible for your shipping cost when returning an item.
Shipping costs are non-refundable. Refunds only cover the retail price of the item that was ordered and is also not applicable on Free-Just-Pay-Shipping-Fee promotional items.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to address:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.