Refund policy

Overview

Thank you for shopping with threadheadsa.shop.

This Return and Refund Policy explains our procedures for order cancellations, change-of-mind returns, damaged goods, faulty goods, incorrect products, exchanges and refunds.

Nothing in this policy is intended to remove, restrict or replace statutory consumer rights that cannot lawfully be excluded.

For return or refund enquiries:

Email: info@threadheadsa.shop

1. Cancellation of Eligible Online Orders

For eligible products purchased online, UK consumers generally have the right to notify the seller that they wish to cancel within 14 calendar days after receiving the goods without giving a reason.

After notifying the seller, the customer generally has a further 14 days to return the goods.

To notify us of a cancellation, contact:

info@threadheadsa.shop

Please include your order number, name, email address used at checkout and the product or products concerned.

2. Returning an Item

After notifying us of an eligible cancellation, please return the relevant product without undue delay and within the applicable return period.

Contact us before sending the product so that appropriate return instructions can be provided.

Do not automatically return goods to an address shown on the original shipping parcel because carrier, warehouse and fulfilment addresses may not be authorised return-processing locations.

3. Condition of Returned Goods

Customers may reasonably inspect products in a similar manner to how they could inspect products in a physical shop. UK government guidance specifically recognises that customers may handle goods for this purpose.

Where reasonably possible, products should be returned together with accessories, components, manuals and packaging originally supplied with them.

Where permitted by law, a refund may be reduced to reflect a reduction in value resulting from handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the product.

4. Return Shipping for Change-of-Mind Returns

Where a consumer is exercising an eligible change-of-mind cancellation right, the customer will normally be responsible for the direct cost of returning the goods unless threadheadsa.shop agrees otherwise or applicable law requires another arrangement.

We recommend using an appropriate tracked or otherwise verifiable shipping method and retaining proof of postage until the return has been completed.

5. Faulty or Non-Conforming Goods

If a product is:

• Faulty;
• Not as described;
• Not of satisfactory quality;
• Not fit for its intended purpose where applicable; or
• Otherwise non-conforming,

please contact info@threadheadsa.shop.

UK government guidance states that customers must be offered appropriate remedies when goods are faulty, not as described or do not do what they are supposed to do.

Please provide the order number, a description of the issue and photographs where they reasonably help demonstrate a visible problem.

6. Damaged Goods

If an item arrives damaged, please contact us as soon as reasonably possible.

Where available, retain:

• The damaged product;
• The outer packaging;
• The inner packaging; and
• The shipping label.

Photographs of those materials may help us investigate the claim efficiently.

Failure to provide photographs does not automatically remove any statutory rights where a valid claim can otherwise be established.

7. Incorrect Items

If you receive a product different from the one ordered, contact us promptly at info@threadheadsa.shop.

We will review the order and provide an appropriate remedy.

Where we have supplied the wrong item, return costs will be handled in accordance with applicable consumer law.

8. Exceptions to Change-of-Mind Cancellation

Certain products may be excluded from ordinary change-of-mind cancellation rights where the legal conditions for an exception are satisfied.

Examples identified in UK government guidance include:

• Personalised or custom-made products;
• Perishable goods;
• Certain newspapers and magazines;
• Certain unsealed media or software; and
• Sealed goods that cannot be returned for health or hygiene reasons after being opened.

These exceptions do not remove statutory remedies where goods are faulty or materially misdescribed.

9. Personalised Products

Where an item has been made specifically to customer specifications or clearly personalised, the ordinary distance-selling cancellation right may not apply.

However, personalised goods that are faulty, damaged, misdescribed or otherwise non-conforming remain subject to applicable statutory protections.

10. Sale and Promotional Items

Sale products are not deprived of statutory consumer protections merely because they were sold at a discounted price.

UK government guidance states that consumers have the same legal refund rights for qualifying faulty sale products as for products purchased at full price.

11. Refund Timing

For eligible online cancellations, UK guidance requires traders generally to refund customers within 14 days after receiving the returned goods.

Where legally permitted, we may wait until the returned goods have been received or sufficient evidence of their return has been supplied.

After a refund is submitted by us, the customer's bank or payment provider may require additional processing time.

12. Refund Method

Refunds will normally be made using the original method of payment unless another method is expressly agreed and legally permissible.

Customers legally entitled to a monetary refund will not be required to accept store credit instead.

13. Standard Delivery Charges

All standard delivery through threadheadsa.shop is free.

Therefore, customers ordinarily have no standard outbound delivery charge to recover.

If we introduce a paid premium delivery option, any statutory delivery refund will be handled according to applicable requirements. UK guidance generally requires reimbursement of standard delivery costs where a qualifying cancellation occurs and a customer originally paid for standard delivery.

14. Exchanges

Where inventory and operational circumstances permit, threadheadsa.shop may offer an exchange.

If a replacement product is unavailable, another appropriate remedy may be offered.

An exchange does not replace or restrict statutory consumer rights.

15. Cancellation Before Dispatch

To request cancellation before dispatch, contact:

info@threadheadsa.shop

as quickly as possible.

We will make reasonable efforts to stop processing.

However, fulfilment may begin soon after an order is submitted, so cancellation before dispatch cannot always be guaranteed.

16. Unclaimed or Refused Parcels

Simply refusing a package is not necessarily the same as notifying us that you are cancelling your purchase.

Customers intending to cancel should contact us directly.

If an unclaimed or refused parcel returns to us, any refund will be handled according to this policy and applicable law.

17. Proof of Purchase

We may request reasonable evidence showing that a product was purchased from threadheadsa.shop.

Acceptable evidence may include an order confirmation, order number, payment record or other reasonable evidence of purchase.

18. Return Abuse and Fraud

We may reasonably investigate suspected fraudulent activity, including deliberate product substitution, fabricated claims or intentional damage.

This provision will not be used to deny legitimate statutory consumer rights.

19. Contact Us

For all return, cancellation and refund requests:

threadheadsa.shop
Email: info@threadheadsa.shop

This policy does not affect statutory consumer rights.