Returns & Exchange policy
Returns and Exchanges Policy
At Threads, we take pride in producing garments and accessories to the highest possible standard. Before requesting a return, please read the policy below carefully.
1. Your Right to Return
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your items under the Consumer Contracts Regulations 2013.
To exercise this right, you must notify us within this 14-day period by contacting our customer support team.
Once your return has been approved, the item must be sent back to us within 14 days of notifying us.
2. Return Conditions
Returned items must be received in their original condition.
This means all returned products must:
* Be unworn and unused.
* Be free from marks, stains, odours (including deodorant, perfume, smoke or washing detergent).
* Have all original tags attached.
* Be returned in the original packaging where reasonably possible.
* Not show any signs of damage or excessive handling beyond what would be expected when inspecting an item.
Items returned that do not meet these conditions may be refused or a deduction may be made from any refund where permitted by law.
3. Return Requests
All returns must be submitted through our returns process before being sent back.
When requesting a return, we ask customers to provide the reason for the return. This enables us to process your request correctly and helps us improve our products and service.
Where a reason is not provided, or sufficient information is not supplied to identify the appropriate return category, processing of the return may be delayed while we contact you for further information.
4. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed back to the original payment method within 14 days of receiving the returned goods (or evidence that they have been returned), in accordance with UK consumer law.
Original delivery charges will only be refunded where required by law.
5. Return Shipping
Unless the item is faulty, damaged or incorrectly supplied, customers are responsible for the cost of returning their order.
We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.
6. Faulty or Incorrect Items
If you believe your item is faulty, damaged, or you have received the wrong product, please contact us as soon as possible and include:
* Your order number.
* A description of the issue.
* Clear photographs of the item.
We will assess the issue promptly and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.
8. Exchanges
We do not currently offer direct exchanges.
If you require a different size or colour, please return your original item (if eligible) and place a new order.
9. Abuse of Returns
Threads reserves the right to refuse returns where there is evidence of misuse of our returns policy, including but not limited to:
* Returning items that have been worn or used.
* Returning items in an unsaleable condition.
* Repeated returns inconsistent with normal consumer purchasing behaviour.
* Attempting to return products outside of the applicable return period.
Nothing in this policy affects your statutory rights under UK consumer law.
