Refund Policy

Last updated: January 2025

1. Overview

At Thread House Design, we are committed to providing high-quality services and ensuring customer satisfaction. This Refund Policy outlines the terms under which refunds and cancellations are processed for our digitizing, vector conversion, custom patches, and other services.

2. Digital Services (Digitizing & Vector Conversion)

2.1 Unlimited Free Revisions

We offer unlimited free revisions on all digitizing and vector conversion orders. If the delivered file does not meet your expectations, we will revise it at no additional cost until you are completely satisfied with the result.

2.2 Refund Eligibility

Refunds for digital services may be issued under the following conditions:

  • We are unable to complete your order due to technical limitations or file complexity beyond our capabilities
  • The order has not yet been started or assigned to a digitizer
  • The final delivered file has critical errors that cannot be corrected through revisions

2.3 No Refund After Approval

Once you approve the final design and confirm satisfaction with the delivered files, the order is considered complete and refunds will not be issued. Please carefully review all files before providing final approval.

3. Physical Products (Custom Patches)

3.1 Approval Process

All custom patch orders require approval of a digital mockup before production begins. Once you approve the mockup and production starts, orders cannot be cancelled or refunded unless there is a defect or error in manufacturing.

3.2 Defects & Quality Issues

If your patches arrive with manufacturing defects or quality issues, we will:

  • Replace the defective patches at no charge, or
  • Issue a full refund if replacement is not feasible

Please report any quality issues within 7 days of receiving your order.

3.3 Order Cancellations

Patch orders may be cancelled with a full refund if:

  • The order has not yet entered production
  • The digital mockup has not been approved

Once production begins, orders cannot be cancelled.

4. Web Development & Design Services

4.1 Project-Based Refunds

Refund eligibility for web development and design projects depends on the project phase and milestones completed:

  • Discovery Phase: Full refund available if requested before design work begins
  • Design Phase: Partial refund based on work completed
  • Development Phase: Refunds evaluated on a case-by-case basis
  • After Launch: No refunds once the project is completed and delivered

4.2 Milestone Payments

For projects with milestone-based payments, refunds will be calculated based on completed milestones. Payments for completed milestones are non-refundable.

5. Rush Orders

Rush order fees are non-refundable once the expedited service has been initiated, as priority placement affects our production schedule.

6. How to Request a Refund

To request a refund:

  1. Contact us at info@threadhousedesign.com with your order number and reason for the refund request
  2. Our team will review your request and respond within 2 business days
  3. If approved, refunds will be processed within 5-7 business days to the original payment method

7. Processing Time

Approved refunds are typically processed within 5-7 business days. Depending on your payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

8. Exceptions

The following are not eligible for refunds:

  • Change of mind after approval and delivery of final files
  • Custom work that meets the agreed-upon specifications
  • Files downloaded or used in production
  • Third-party costs (shipping, production fees, etc.)

9. Contact Information

If you have questions about our refund policy, please contact us:

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.