Refund policy

RETURNS & REFUND POLICY

At Thread and Theory, we take pride in creating high-quality products with care and attention to detail. Your satisfaction is important to us, and we aim to make the shopping experience as smooth as possible.

1. Returns Eligibility

Due to the personal and hygiene-sensitive nature of scrub caps and apparel, returns are accepted only under certain conditions.

Items may be eligible for return if:

1. The item received is faulty, damaged, or defective
2. You received the incorrect item, size, or design
3. The item is unworn, unused, unwashed, and in original condition with tags/packaging (if applicable)

Return requests must be made within 7 days of receiving your order.

2. Non-Returnable Items

For hygiene and customisation reasons, the following items cannot be returned or refunded:

1. Worn, washed, or used scrub caps or apparel
2. Custom or personalised orders (including names, initials, logos, Cricut/custom vinyl designs)
3. Made-to-order items
4. Sale, promotional, or clearance items
5. Items damaged due to misuse, improper washing, or normal wear and tear

3. Custom Orders & Personalisation

Please carefully review spelling, colours, sizes, and custom details before confirming your order.

Because personalised items are created specifically for you, all custom orders are final sale unless there is a manufacturing defect or an error on our part.

4. Exchanges

We understand sizing issues happen.

We offer size exchanges for apparel (where stock permits) provided the item:

  1. Has not been worn or washed
  2. Is returned in original condition
  3. Exchange request is made within 7 days of delivery

Customers are responsible for return courier costs, unless the error was ours.

5. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of receiving your order with:

  1. Your order number
  2. Clear photos of the issue
  3. A brief description

Once reviewed, we may offer:

  1. A replacement item
  2. Store credit
  3. A refund if replacement is not possible

6. Refunds

Approved refunds will be processed to the original payment method within 5–10 business days after inspection and approval.

Shipping/courier fees are non-refundable, unless the return is due to our error.

7. Cancellations

Orders may only be cancelled within 24 hours of purchase, provided production has not yet started.

Custom/personalised orders cannot be cancelled once production begins.

8. Care Instructions Disclaimer

To maintain the quality of your apparel:

  • Cold wash only
  • Do not tumble dry
  • Avoid ironing directly over vinyl/custom designs
  • Wash inside out where applicable

We are not responsible for damage caused by failure to follow care instructions.

8. Contact Us

For returns, exchanges, or concerns, please contact us:

📧 Email: threadandtheoryza@gmail.com
📱 Instagram DM: @thread.and.theory.za

We are committed to helping where possible and appreciate your support of our small business ❤️