Return & Refunds Policy

Last updated: 01/01/2026
This policy explains how returns, refunds, and cancellations work for physical products and digital products purchased from Threads & Needle.

1. Your Cancellation Rights (UK Consumers)

If you are a consumer in the UK purchasing physical goods, you have a legal right under the UK Consumer Contracts Regulations to cancel your order for any reason within 14 days of receiving the goods.

To cancel, contact us at [email protected] with your order number and intention to cancel before the 14-day deadline.

2. Returns for Physical Goods

• After cancellation, you have 14 more days to return the goods to us.

• Items must be unused, in original condition, and with packaging intact.

• You are responsible for return postage costs unless the item is faulty.

• We recommend using a tracked service to return goods.

3. Refunds for Physical Goods

Refunds are processed to your original payment method within 14 days of receiving the returned item.

4. Digital Products (Downloadable Items)

Due to the nature of digital goods (e.g., embroidery templates, downloadable patterns):

• Once you have accessed or downloaded the digital file, your right to cancel under UK consumer law no longer applies.

• Refunds for digital products will only be offered if the file is defective, corrupted, or not as described.

5. Faulty or Misdescribed Goods

If physical products are faulty, damaged, incorrect, or not as described:

• Contact us within 30 days of delivery.

• We will offer a replacement or refund at our discretion.

6. How to Return

Email [email protected] with:

• Order number

• Reason for return

• Images if damaged/faulty

We’ll reply with return instructions.

7. Exceptions

• Custom or personalised items cannot be returned unless faulty.

• Digital products are non-returnable once downloaded.