Refund Policy
Last updated:
This Refund Policy is about money: when you are entitled to a refund from Stitchy Home, how much comes back, which payment method it returns to and how long it takes. The practical steps for sending a piece back, the 60-day window and free return postage are on our Returns & Exchanges Policy. The two pages work together and never contradict each other; if anything ever seems to, the version that is better for you applies.
Refunds at a glance
- Timing: your refund reaches your original payment method within 7 days after your return is received and approved, your photo claim is approved, or your cancellation is confirmed.
- Where it goes: back to the payment method you used, or to store credit if you ask for it.
- Window: 60 days from delivery, for every product, personalised or not.
- Full refund including shipping: our mistakes, faults, transit damage, lost parcels, and orders cancelled before stitching.
- Fees: no restocking fee, no processing fee, and no deduction for return postage, which we pay.
1. What “approved” means
Every refund timeline on this site counts from approval, so here is exactly what triggers it:
- A return: approved when the piece reaches us and passes the inspection we do within 2 business days of arrival.
- A photo claim (misspelling not on the proof, stitching that does not match the proof, a fault, transit damage, a wrong item): approved when we have reviewed your photos, usually the same business day they arrive.
- A cancellation: approved when we confirm it in writing, which we do within 1 business day of your request.
- A lost parcel: approved when the carrier confirms the loss or when 5 business days of investigation pass without the parcel being found.
On the day of approval we process the refund and email you a confirmation with the amount. The money then reaches your original payment method within 7 days.
2. Situations and what you receive
2.1 The embroidery does not match the proof you approved
Wrong thread colour, a letter missing, a pet portrait with the wrong markings, the design placed somewhere other than the proof showed. Send a photo of the piece next to the proof email. You receive a corrected replacement free of charge or a full refund of the item and the original shipping. You normally keep or recycle the incorrect piece.
2.2 A misspelling we introduced
If the finished piece spells a name differently from the approved proof, it is our error. Same outcome as 2.1. If the misspelling was already on the proof you approved, the piece can still be returned for a refund of the item price under section 2.5, with return postage paid by us.
2.3 A faulty garment or faulty stitching
Loose or broken threads, puckered fabric around the design, a hole, a broken zip, a cap strap that will not fasten. Send photos of the fault within 60 days of delivery. Full refund including shipping, or a free replacement.
2.4 Damaged in transit, wrong item, or lost parcel
Photos of the item, the box and the label for damage or a wrong item; the order number and address for a lost parcel. Full refund including shipping, or a free replacement. Lost-parcel investigations are described on our Shipping & Delivery page.
2.5 Change of mind, wrong size, gift not wanted
Return the unworn, unwashed piece within 60 days of delivery. You receive the price you paid for that piece. Return postage is free because we pay it. Outbound shipping was free in the first place, so there is nothing else to refund or deduct.
2.6 You cancel before stitching starts
Cancel within 24 hours of ordering, before the piece is stitched, and you receive everything you paid. See Cancel or Change an Order.
2.7 We cancel your order
If we cannot complete an order, for example because a garment colour has run out and you do not want an alternative, a photo cannot be turned into a usable portrait, or a payment cannot be verified, we email you and refund the full amount within 7 days.
3. Refund amounts in one table
| Situation | Item price | Shipping paid | Return postage | Return needed? |
|---|---|---|---|---|
| Embroidery does not match the approved proof | Refunded in full | Refunded (shipping is free) | Paid by us | Usually no |
| Misspelling we introduced | Refunded in full | Refunded (shipping is free) | Paid by us | Usually no |
| Faulty garment or stitching | Refunded in full | Refunded (shipping is free) | Paid by us | Usually no |
| Transit damage or wrong item | Refunded in full | Refunded (shipping is free) | Paid by us | Usually no |
| Lost parcel | Refunded in full | Refunded (shipping is free) | Not applicable | No |
| Change of mind or wrong size | Refunded in full | Nothing to refund (shipping is free) | Paid by us | Yes |
| Cancelled within 24 hours, before stitching | Refunded in full | Nothing to refund (shipping is free) | Not applicable | No |
4. How you are refunded
- Refunds go back to the payment method used at checkout. We cannot send a refund to a different card, account or person.
- If you prefer, we issue store credit for the same amount instead, available as soon as the refund is approved.
- For gifts, a refund to money goes to the person who paid. The recipient can choose an exchange or store credit in their own name instead.
- Refunds are made in US dollars, the currency of every order. If your card is in another currency, your bank converts the amount using its own rate, which can differ slightly from the rate on the day you paid. That difference is set by your bank, not by us.
- We never charge a fee to issue a refund.
5. When a refund seems late
Seven days after the approval email, the refund should be visible on your statement or payment account. Some banks show it first as a pending credit or as a reversal of the original charge rather than a new line. If you cannot find it, reply to the approval email. We send you the transaction reference so your bank can trace it, and we stay on it with the payment provider until the refund is in your account. Weekends and bank holidays can add a day to how quickly a pending credit turns into a settled one, but they never move the 7-day promise for the refund itself.
6. Partial refunds
We only offer a partial refund in one situation: a change-of-mind return comes back clearly worn, washed, altered or damaged after delivery. In that case we email you photos, the amount we can refund and the reason before anything is processed. You can accept, or ask us to send the piece back to you at our cost instead. We never make a partial refund silently.
7. Payment disputes and chargebacks
If a charge looks wrong, please contact us first; we can usually resolve it within a day, faster than a card dispute. Write to us with the order number and what you see on your statement. Contacting us does not remove any right you have with your bank or payment provider, and if you have already opened a dispute we will still work with you directly.
8. Duplicate charges and price errors
If the same order appears twice on your statement, send us both transaction references; a confirmed duplicate charge is refunded within 7 days of confirmation. If a product was shown at an obviously wrong price, we contact you before stitching and either correct the order with your agreement or cancel it with a full refund.
9. Taxes and import charges
Our checkout does not currently add a separate sales-tax line, so the amount refunded is the amount you paid for the returned piece. Import duties or taxes charged by Canada, Australia or New Zealand on delivery are paid to those authorities, not to us, so we cannot refund them; some countries allow you to reclaim them when you return goods, and your local customs authority can explain how.
10. A worked example
You order a pet-portrait hoodie and a matching cap. The hoodie arrives a size too small and the cap has a loose thread on the dog’s ear. On the day the parcel arrives you email us photos of the cap and ask to exchange the hoodie. We approve the cap claim the same day and stitch a new cap; you keep the old one. We approve the hoodie exchange, send a prepaid return label, and stitch the larger hoodie within 1-3 business days. Both new pieces ship free. Nothing is charged and nothing is deducted. Had you asked for money back on the hoodie instead, the refund would have reached your card within 7 days after the small hoodie arrived back and passed inspection.
11. Discount codes, sets and store credit
A refund is always the amount you actually paid for the returned piece, never the list price. If a discount code reduced your whole order, the discount is shared across the pieces in proportion to their prices, and the returned piece is refunded at its discounted share. If you bought a matching set and return one piece, you receive what that piece cost within the set, and you keep the rest of the set at the price you paid; we never re-price the pieces you keep. If part of an order was paid with store credit, that part comes back as store credit and the rest goes to your original payment method.
12. Refunds for remembrance and portrait pieces
Pet memorial pieces and photo portraits are personal, and we know a refund conversation about them can be hard. You do not need to explain why a portrait does not feel right. If the stitched portrait matches the proof you approved but you would rather not keep it, it is a change-of-mind return under section 2.5: full refund of the item price, return postage paid by us. If it does not match the proof, section 2.1 applies and you keep the piece while we stitch a corrected one or refund you. Either way, your photo is used only for your order and is deleted as described in our Privacy Policy.
13. What we will never ask you for
To issue a refund we only need your order number and, for a claim, photos of the piece. We will never ask for your card number, security code, bank login or a one-time passcode by email or ticket, and we will never ask you to pay a fee to release a refund. If you receive a message like that claiming to be from Stitchy Home, do not reply; forward it to support@stitchyhome.com.
14. Contact us about a refund
Email support@stitchyhome.com or submit a ticket with your order number, and we reply within 1 business day. Related pages: Returns & Exchanges, Payment Methods and the FAQs.