Returns and Refunds Policy

Our return and refund policy for your peace of mind

Last updated: December 2024

Return Policy Overview

You are entitled to cancel your order within 30 days without giving any reason for doing so.

The deadline for canceling an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail contact@rosellethreadstudio.com

We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for Returns

In order for the goods to be eligible for a return, please make sure that:

  • The goods were purchased in the last 30 days
  • The goods are in the original packaging

Non-Returnable Items

The following goods cannot be returned:

  • The supply of goods made to your specifications or clearly personalized
  • The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over
  • The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items

Return Process

To initiate a return, please follow these steps:

  1. Contact our customer service team at contact@rosellethreadstudio.com to request a return authorization
  2. Pack the item securely in its original packaging
  3. Include your order number and reason for return
  4. Ship the item to the address provided by our customer service team

Refund Process

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If your return is approved, we will process your refund within 30 days. The refund will be credited to your original method of payment.

Return Shipping Costs

You are responsible for the cost and risk of returning the goods to us.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Exchanges

If you would like to exchange an item for a different size, color, or product, please return the original item and place a new order for the desired item. This ensures you get the item you want as quickly as possible.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at contact@rosellethreadstudio.com. Please provide your order number and a photo of the damage or defect. We will arrange for a replacement or refund as appropriate.

Incorrect Items

If you receive an incorrect item, please contact us immediately at contact@rosellethreadstudio.com. We will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item at no cost to you.

Restocking Fee

Roselle Thread Studio LLC reserves the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

A restocking fee of 15% may be applied to returns that are not in their original condition or are missing original packaging materials.

Partial Refunds

Partial refunds may be granted in the following situations:

  • Item is not in its original condition, is damaged, or missing parts for reasons not due to our error
  • Item is returned more than 30 days after delivery

Final Sale Items

Items marked as "Final Sale" cannot be returned or exchanged. These items will be clearly identified on the product page and at checkout.

Cancellation of Orders

If you need to cancel an order before it ships, please contact us immediately at contact@rosellethreadstudio.com. We will do our best to accommodate your request, but once an order has been processed for shipping, it cannot be cancelled.

Important Return Information

Please retain your tracking information when returning items. This will help ensure your return is processed correctly and in a timely manner.

Customer Satisfaction

We are committed to your satisfaction. If you have any questions about our return policy or need assistance with a return, please don't hesitate to contact our customer service team.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail contact@rosellethreadstudio.com

Policy Updates

This Returns and Refunds Policy may be updated from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date at the top of this policy.