REFUND and RETURNS POLICY

At Threads Underground, we strive to provide you with high-quality products and a smooth shopping experience. However, we understand that there may be situations where you may need to request a refund or return. Please carefully read our refund policy below to ensure a transparent process.

1. Eligibility for Refunds

We offer refunds for items that meet the following criteria:

You must first have a customer account with us.
Defective or Damaged Items: If your item arrives damaged, defective, or in a condition not as described, you are eligible for a refund or replacement. Manufacturing defects and shipping damage must be reported with clear evidence (photos/videos) so it can be evaluated as soon as possible for a refund or replacement. We MUST be notified of the issue within 7 days of receiving the item.
Incorrect Item or Quality Issue: If you receive the wrong item or if the item is of poor quality, please contact us within 7 days of receiving your order. We will gladly arrange for a replacement or refund. For quality concerns, kindly provide extra pictures and videos to help us make the supplier better. We will also issue you a shipping label free of charge to ship it back to us. After we make things right with you, we’ll ensure the supplier makes it right with us.
Non-Delivered Items: If your item does not arrive within the expected shipping time, you may request a refund. Refunds for non-delivered items will be processed once the shipping timeframe has exceeded 60 days from the order date, provided all shipping details are accurate. Do not hesitate to reach out well before that time frame, we want your package to get to you as much as you do!
Wrong Size Orders: We understand that sizing can be tricky, and we will accept returns for wrong size orders under certain conditions. The item must be unopened, unworn, and in its original packaging to be eligible for a full refund return. If you have already opened the package, worn it, and realized it's too small, we can only offer you a 45% refund. Once the package has been opened or the item worn, we will no longer accept the return due to hygiene and quality control reasons. Please double-check the size chart before placing your order. We will not charge a shipping fee for these returns.
Change of Mind: If you change your mind after receiving your order it's okay, the caveat is if the item was already shipped you must pay for the return shipping which will be deducted from the refunded amount. The package must be unopened, unworn, and in its original packaging to qualify. Please contact us within 7 days of receiving your item to request a return. Refund will be issued once the returned item has been received and inspected.
Holiday Sales: All items purchased during flash holiday sales are only eligible for refund or replacement if there's a quality issue or shipping damage. Again, the item must be unopened, unworn, and in its original packaging to qualify. Please contact us within 7 days of receiving your item to request a return. A refund will be issued once the returned item has been received and inspected.

2. Non-Refundable Items

Certain circumstances will not qualify for a refund:

Special Sale, Clearance, Gift Card, or Store Credit: Items purchased on Special Sale, Clearance, Gift Card, or Store Credit are final sales and are not eligible for a refund or exchange UNLESS damaged, defective, incorrect item or of poor quality. Remember within 7 days of receipt.
Customized or Personalized Items: Products that are made-to-order, customized, or personalized are non-refundable unless there is a manufacturing defect or clear shipping damage.
Unclaimed Packages: Orders that are returned to us due to failure to claim from the shipping carrier or incorrect shipping information provided by the customer are non-refundable. Please ensure you have accurately input your shipping address. If we receive the package back and you still would like the package shipped again, new shipping rates will apply.
Opened or Used Items: Items that have been opened, used, or show signs of wear are not eligible for a refund or return unless they are defective or damaged from shipping.

3. Conditions for Refunds

To be eligible for a refund, the item must meet the following conditions:

Items must be unopened, unworn, and in original packaging to qualify for any return, refund, or store credit.
Refunds, replacements, or store credit will only be processed once the returned item has been received and inspected.
Clear evidence (photos/videos) must be provided for defective, damaged, poor quality, or incorrect items.
All return requests must be made within 7 days of receiving your item.
For non-delivered items, refund requests will only be processed if the shipping timeframe exceeds 60 days from the order date.
All Refunds are issued as Store Credit Only.

4. How to Request a Refund

To start the refund process, please follow these steps:

Contact us: Use our Make a Claim form under REFUND ME in the Main or footer menus under support, within 7 days of receiving your item, detailing the issue and including your order number and any relevant photos of the defect or damage. Should we not get to you within 24 hours send an email to Support@threadsunderground.store and a Staff member will reach out. The 7 days start from the date the Item was delivered.
Approval Process:
Once we’ve reviewed your request, you’ll be notified of the outcome via your preferred contact method. Here’s what happens next, depending on the outcome:

Full Refund Without Return:

If approved, your refund will be processed the same day, and the store credit will be delivered to your account.

Replacement:

If a replacement is approved, a new order will be created, and tracking information for the replacement item will be sent to you promptly.

Return & Refund:

If a return and refund is approved, you will receive a prepaid shipping label.

Once the returned item is received, we will inspect it to ensure the evidence aligns with the complaint and the item in question.

Upon confirmation, your store credit will be issued the same day.
Return Shipping: In most cases, we do not require nor prefer the item be returned. If we do request a return, we will provide you with a shipping label, return address, and instructions. Please note that return shipping costs are the responsibility of the customer unless the item was a damaged, defective, incorrect, or poor-quality item. If you are a Vault Keeper member ALL returns are free.
Refund Processing: Once your refund is approved, we will issue store credit. It will be loaded into your customer account, and ready for use on any purchase.

5. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

First, check your customer account again.
If you still have not received your refund, please contact us at Support@ThreadsUnderground.store.

6. Shipping Issues

Please ensure that you provide accurate shipping information during checkout. We cannot issue refunds if the package is undeliverable due to an incorrect address or if the customer fails to collect the package. If a package is returned to us due to an incorrect address, additional shipping charges may apply to resend the order.

7. Cancellations

We process orders quickly, so order cancellations are only available within 24 hours of placing the order. After 24 hours, the order is in processing and typically cannot be canceled. However, should an issue arise, we will do our best to cancel before payments are confirmed by the banks.

8. Refund Timeline

Refund requests must be made within 7 days of receiving your product.
Approved refunds will be processed the same day.
If a return was requested Store credit will be processed after product receipt and evaluation.
Store credit will be issued to your Customer Account.

9. Exceptions and Special Circumstances

In certain special circumstances, such as package loss or significant delays due to unforeseen shipping issues (e.g., customs or weather conditions), we may offer a refund or alternative compensation on a case-by-case basis.

Note: By placing an order with Threads Underground, you agree to the terms of this refund policy.