Refund & returns policy

Every piece from Threaded Designs Melbourne is stitched to order. That means once the machine starts, the work cannot be resold to anyone else. This policy explains how we handle refunds, returns and reworks fairly, in line with Australian Consumer Law.

Custom & personalised orders

Before stitching begins

Change your mind before we have hooped the item or run the digitised file? Message us and we cancel with a full refund, no questions.

After stitching begins

Personalised work (names, initials, dates, monograms, custom placement) cannot be refunded once production starts, because it cannot be resold. This is the same rule Australian Consumer Law allows for goods made to a customer's specification.

Fault, error or misspelling on our side

If we misspell a name, use the wrong thread colour against what was confirmed, or the workmanship is not to standard, we remake the piece free of charge or refund it in full, your choice. Contact us within 14 days of delivery with a photo of the issue.

Change of mind on the finished piece

Once a personalised piece has left the studio, change-of-mind returns are not accepted. Please confirm names, spelling and thread colours carefully at the quote stage.

Digitising service

Digitising (turning artwork into a machine-ready stitch file) is a bespoke digital service. Once the file has been produced and sent, it cannot be returned.

• If the file does not stitch properly on standard home or commercial machines, we revise it or refund the digitising fee.
• Revisions are included if the finished stitch-out does not match the approved preview.
• Refunds are not offered for change of mind after the file has been delivered.

Non-personalised / stock items

If the piece you bought was a stock item (no personalisation), you can return it within 14 days of delivery for a refund, provided it is unused, in original condition and returned at your cost. Refunds are processed to the original payment method within 5 business days of receipt.

Faulty or damaged goods

All buyers are covered by the Australian Consumer Law guarantees of acceptable quality and fitness for purpose. If a piece arrives damaged or develops a genuine fault, contact us with photos and we will arrange repair, replacement or refund without argument.

How to request a refund or rework

1. Email support@threadeddesigns.com.au with your order name, a description of the issue and a photo of the piece.
2. We respond within 2 business days with the next step: rework, refund or return-shipping instructions.
3. Refunds go back to the original payment method used at checkout, usually within 5 business days of us receiving the returned piece or confirming the fault.

Chargebacks

If there is a problem with your order, please contact us first. We prefer to fix it directly rather than have a payment reversed. Chargebacks initiated without contacting us are actively contested with evidence of the approved design, the delivery record and the correspondence trail.