Return & Replacement Policy
Effective: September 2026 • Governing Custom Made-To-Order Print-On-Demand Apparel
Every garment manufactured by THREADFLOW is individually produced upon order submission according to the customer's bespoke garment style, color, size, and uploaded digital artwork. In accordance with Article 16(c) of EU Directive 2011/83/EU, Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013, and applicable international trade laws, customized or made-to-order goods are exempt from the standard statutory 14-day cancellation or return periods. All completed purchases are strictly final sale.
Our Quality Guarantee in Plain English
Because your item is printed uniquely for you, we cannot accept returns or issue cash refunds for buyer's remorse, personal preference, or ordering the wrong size. However, we stand 100% behind the craftsmanship of our print facilities: if an item arrives damaged, defective, or with an undeniable manufacturing error, we will produce and dispatch a replacement reprint at zero cost to you.
- ✓ Physical Garment Defect: Holes, tears, unravelled seams, or structural fabric damage upon arrival.
- ✓ Severe Print Misplacement: Artwork visibly crooked, smeared, peeling, or missing entirely.
- ✓ Wrong Blank Shipped: Received size, color, or style differs from your order receipt.
- ✓ Lost in Transit: Tracking confirms parcel lost by courier before reaching delivery destination.
- ✗ Incorrect Size Selection: Sizing charts with exact measurements in inches & cm are provided prior to order.
- ✗ Buyer’s Remorse: Change of mind, no longer wanted, or financial second thoughts.
- ✗ Low Resolution Customer Art: Blurriness or pixelation caused by uploading low-res images (<150 DPI).
- ✗ Minor Screen Color Differences: Natural variations between backlit RGB screens and CMYK textile inks.
- ✗ Incorrect Address: Customer entered an incomplete, incorrect, or old delivery address.
- ✗ Porch Theft: Carrier tracking shows "Delivered" with GPS confirmation.
How to Submit a Defect Claim (Strict 14-Day Window)
If your delivered item has an eligible manufacturing defect, you must file a claim within 14 calendar days of the courier delivery scan. Claims received after 14 days cannot be processed.
Please email support@threadflow-studio.com with:
- Order Identifier: Your order number (e.g.
TC-8492) in the subject header. - Photo 1 (Full Garment): Well-lit photo of the entire garment laying flat.
- Photo 2 (Close-up Defect): Detailed close-up photograph clearly exhibiting the printing flaw or fabric defect (place a ruler or coin adjacent if showing sizing discrepancy).
- Photo 3 (Labels): Clear photo showing the sewn-in brand/size tag and the outer courier polymailer shipping label.
Our Quality Assurance team reviews claims within 24–48 business hours. Once verified, an automated reprint order is dispatched directly to production at zero cost to you.
Remedy Exclusively Limited to Replacement Reprint
Because goods are custom manufactured, the sole and exclusive remedy for any verified flaw is a complimentary replacement reprint of the item identical to the original order specifications. Monetary refunds are not provided for custom goods under any circumstances, unless our production facility is permanently unable to manufacture the item.
Do Not Return Items to Sender Address
Please do NOT return parcels to the return address printed on the packaging. Our fulfillment network utilizes automated high-volume production warehouses. Parcels returned without a verified Return Merchandise Authorization (RMA) from our support team will be rejected, refused, or discarded by facility staff, and will not qualify for replacement.
Dispute & Chargeback Policy
As outlined in our Terms of Service, attempting to circumvent this policy by filing an unwarranted bank chargeback or dispute violates your commercial contract with us. All disputes are contested with full forensic purchase logs, design approval proofs, and delivery tracking. An administrative fee of $50.00 USD applies to chargebacks filed in bad faith.