Returns, Refunds & Exchanges Policy

At WordOnThread, each product is made to order after your purchase. Please review the size chart, product description, colour, and design carefully before placing your order.

1. Returns & Exchanges

We do not accept change-of-mind returns or exchanges for correctly supplied, non-defective products. This includes situations where:

  • You selected the wrong size.

  • You prefer a different colour or design.

  • You no longer want the product.

  • You ordered multiple sizes and wish to return unwanted items.

  • The fit or appearance does not meet your personal preference, although the product matches its description and stated measurements.

This does not affect your rights where a product is defective, damaged, incorrect, or otherwise does not conform to the order or applicable law.

2. Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. If you receive a damaged, defective, misprinted, or incorrect product, contact us at support@wordonthread.com, preferably within 7 days of delivery, so we can investigate promptly.

Please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the complete product and the affected area.

  • A photograph of the size label, where relevant.

  • Photographs of the packaging and shipping label, where available.

  • An unboxing video, if available.

An unboxing video can help us investigate, but its absence alone will not result in rejection of an otherwise verifiable claim.

Please retain the product and available packaging until we provide instructions. Avoid washing, altering, or continuing to use an item after discovering an issue, as this may make verification more difficult.

The seven-day reporting request does not limit rights available under applicable consumer law.

3. How Eligible Issues Are Resolved

We will review the order details and available evidence and may request additional information reasonably needed to verify the issue.

For a verified defect, delivery damage, or fulfilment error, we will provide an appropriate replacement or refund, consistent with applicable consumer rights. If a replacement is unavailable, we will arrange a refund.

You will not be charged additional shipping for a replacement or a return required to resolve a verified issue attributable to us or our delivery partners.

Please contact us before sending any product back. We will confirm whether a return is required and provide the return address and instructions. Do not send items to an address printed on the package unless we have confirmed it.

4. Size & Fit

Please use the size chart provided for the specific product you are ordering. Sizes and fits may differ between garment styles.

If the size you ordered has been correctly supplied and its measurements fall within any manufacturing tolerance clearly stated on the product page or size chart, we do not offer a return or exchange solely because the fit is unsuitable.

If you receive a different size from the one ordered, or believe the garment measurements fall outside the stated tolerance, please contact us with photographs showing the garment laid flat and measured according to the size chart instructions.

5. Colour & Product Appearance

Minor differences between screen images and the delivered product can occur because of display settings, lighting, fabric, and printing processes. Such minor variations alone do not qualify for a return or exchange.

This does not exclude claims involving an incorrect garment colour, incorrect design, substantial printing defect, or a product that materially differs from its description.

6. Damage After Delivery

We do not cover damage caused by misuse, alterations, failure to follow care instructions, or accidental damage after delivery, including damage caused while opening the package.

This exclusion does not apply to an underlying manufacturing defect or an issue that existed when the product was delivered.

7. Cancellations & Order Changes

If you need to cancel an order or change its size, colour, design, or delivery details, contact us immediately at support@wordonthread.com.

Changes and change-of-mind cancellations can be accepted only before production begins. Because orders may enter production shortly after purchase, we cannot guarantee that a change or cancellation request can be accommodated.

If we confirm cancellation before production begins, we will refund the amount paid for the cancelled order.

Once production has begun, change-of-mind cancellations and product changes are not available, subject to applicable law. This does not affect claims relating to defective, incorrect, or undelivered goods.

8. Failed Delivery & Return to Origin

Please provide a complete delivery address, correct pincode, and an active contact number, and remain available for delivery communications.

If an order is returned because of incorrect or incomplete information supplied by the customer, or a documented refusal or failure to accept delivery, we will contact you about the available next steps.

Additional reshipping costs may apply in these circumstances. Any proposed charges will be explained before you agree to reshipping. A returned shipment does not automatically qualify as an accepted cancellation or refund.

Courier errors, lost shipments, and serviceability problems will be investigated separately and will not automatically be treated as customer fault. We will arrange an appropriate resolution in accordance with applicable law.

9. Refunds

If a refund is approved, we will confirm the amount, payment method, and expected processing timeframe.

  • Prepaid orders: Refunds will be made to the original payment method wherever supported.

  • Cash on Delivery orders, if offered: Refunds will be made to a verified bank account or another mutually agreed, supported payment method.

The time taken for funds to appear after a refund is initiated depends on the bank or payment provider.

Refunds will reflect the amount actually paid for the affected item or cancelled order, taking account of applicable discounts. Any delivery charges that must be refunded under applicable law will also be included.

We will not require you to accept store credit instead of a monetary refund where a monetary refund is legally due.

10. Contact Us

For a return, replacement, refund, or cancellation request, email support@wordonthread.com with:

Order number:
Name used on the order:
Description of the issue or request:
Supporting photographs or videos, where relevant:

We will review your request and explain the next steps.

11. Your Consumer Rights

We assess requests using the order details, product condition, and available evidence. Nothing in this policy excludes or limits rights or remedies available to you under applicable consumer law.