Refund & Returns Policy

We want you to love your ThreadArt artwork. If there's a quality issue or we've made an error, we'll make it right — guaranteed.

Refund Policy Overview

Digital Downloads

Eligible for Refund

• Before download — Full refund within 24 hours of purchase
• Technical issues — Corrupted or unreadable file
• Our mistake — Artwork doesn't match your customisation selections

NOT Eligible for Refund

• After the file has been downloaded
• Changed your mind about the design
• Colour differences between your screen and a printed version (screens vary)

How to Request

Email hello@threadart.net within 24 hours of purchase with your order number and the reason for your request.

Physical Prints (Framed, Canvas, etc.)

Full Refund

• Quality defects (printing errors, blurry image, incorrect colours)
• Damaged in transit (please provide photos of the damage)
• Our mistake (wrong size, wrong artwork, wrong frame)
• Product not as described

Replacement Only

• Minor imperfections that don't significantly affect the product
• Partial damage (e.g. slight frame scratch but artwork intact)

NOT Eligible for Refund

• Changed your mind (all physical products are custom and made-to-order)
• Buyer's remorse
• Colour expectations (screen vs print variation is normal)
• Size confusion (dimensions are clearly shown at checkout)
• Delayed delivery (contact us to track, but delays are not grounds for a refund)

Important

All physical products are custom-made specifically for you. They are produced on demand and cannot be resold. Your rights under the UK Consumer Rights Act 2015 still apply in full.

UK Consumer Rights Act

Under UK law, you have statutory rights if goods are faulty, not as described, or not fit for purpose. These rights are in addition to our refund policy:

• Within 30 days — Full refund for faulty goods
• Within 6 months — Repair, replacement, or refund if goods develop a fault
• Up to 6 years — You may be entitled to a remedy for hidden faults that emerge later

Our policy does not affect or limit your statutory rights. If there is any conflict between our policy and the law, your statutory rights take precedence.

How to Request a Refund or Return

Step 1: Contact Us

Email hello@threadart.net with the following details:

• Your order number
• Reason for the request
• Photos of the issue (for physical products)
• Date you received the product

Step 2: We Review

We'll respond within 24 hours. We may ask clarifying questions or request additional photos, and we'll offer the most appropriate solution.

Step 3: Resolution

• Digital product — Immediate refund issued; download link deactivated
• Physical product (damaged) — Replacement sent immediately; no need to return the damaged item
• Physical product (our error) — Correct item sent; you may keep or dispose of the wrong item

Step 4: Refund Processing

• Refunds are processed within 5–10 business days
• Refunded to your original payment method
• You'll receive an email confirmation when the refund is issued

Return Process

In most cases, you do not need to return the product.

• Damaged or defective: We'll send a replacement immediately. You can keep or dispose of the defective item.
• If a return is required (rare):
  • We'll provide a prepaid return label (UK only)
  • Pack the item securely in its original packaging if possible
  • Drop it off at your nearest post office
• International orders: Please contact us first before returning anything.

Refund Amounts

Full Refund

Product price plus original shipping cost (if the issue is our error).

Partial Refund

Product price only. Original shipping cost is not refunded.

Not Refunded

• Return shipping costs (unless the issue is our error)
• Discount codes or promotional credits

Timeline Summary

Cancellations

Digital Products

You may cancel within 24 hours of purchase, provided the file has not been downloaded.

Physical Products

• Within the first 24 hours: Full refund, provided the item has not yet entered production
• After printing has begun: Cancellation is not possible as all physical products are custom-made to order

To cancel, email hello@threadart.net as soon as possible with your order number.

Exchanges

We do not offer direct exchanges. If you need a different product, please request a refund and place a new order. This is faster and simpler than a back-and-forth exchange process.

Shipping Costs

We Pay Shipping If:

• The product is defective
• The product was damaged in transit
• We sent the wrong item (our error)
• The product is not as described

You Pay Shipping If:

• You changed your mind
• You ordered the wrong size
• There is no quality issue with the product

Examples: What's Covered vs What's Not

Covered (Refund or Replacement)

• Printing defect — Visible streaks or smudges on your artwork. We'll send a replacement.
• Cracked frame in delivery — Frame arrived damaged. We'll send a replacement and file a carrier claim.
• Wrong size sent — You ordered A3 but received A4. We'll send the correct size; keep the wrong one.
• Artwork missing selected words — Your customisation wasn't applied correctly. Full refund or replacement, your choice.
• Expired download link — Your digital download link stopped working. We'll send a new link and offer a refund if preferred.

Not Covered

• Colours look different on print vs screen — This is normal variation between screens and printed media.
• Size too small for your wall — Dimensions are clearly shown at checkout.
• Changed your mind on the design — You approved the preview before ordering.
• Uploaded the wrong chat — User error during the upload process.
• Shipping took longer than expected — Carrier delays are outside our control.

Quality Standards

What Counts as a Defect

• Printing errors (streaks, smudges, misalignment)
• Incorrect colours (significantly different from the digital preview)
• Blurry or pixelated print
• Damaged frame or canvas
• Missing elements from the artwork

What Does NOT Count as a Defect

• Minor colour variation (within ±5% is industry standard)
• Slight frame imperfections (minor grain variations in natural wood frames)
• Screen vs print colour difference (all screens display colour differently)
• Size doesn't fit your intended space (dimensions are shown at checkout)

Late or Missing Orders

• UK orders: Contact us if your order has not arrived within 14 days of the estimated delivery date
• International orders: Contact us if your order has not arrived within 21 days of the estimated delivery date

We'll track the shipment, file a claim with the carrier if necessary, and send a replacement or issue a full refund.

Contact

To request a refund, return, or replacement:

• Email: hello@threadart.net
• Subject line: "Refund Request — Order #12345" (include your actual order number)
• Response time: Within 24 hours
• Hours: Monday–Friday, 9am–5pm UK time

Our Guarantee

We stand 100% behind our products. If there's a quality issue, we'll replace it or refund you — no hassle, no runaround. Your satisfaction matters to us.

Summary (TL;DR)

• Digital downloads — Refundable within 24 hours, before download only
• Defective product — Full refund or free replacement, always
• Our mistake — We fix it immediately, no questions asked
• Changed your mind — Custom products are non-refundable
• User error — We can't refund for uploading the wrong chat or choosing the wrong options
• 30-day window — For all physical product issues

Questions? Email us at hello@threadart.net.