Returns & Refunds Policy

We want you to love your S2threads apparel. Because many of our products are customized and made-to-order based on your approved mockup, we have specific guidelines for returns and refunds.

1. General Overview

  • This policy applies to all purchases made directly through S2threads.
  • By placing an order, you agree to the terms of this Returns & Refunds Policy.

2. Custom & Personalized Items

Most S2threads products are custom or personalized. For these items:

  • You will receive a mockup for approval before production.
  • Once you approve the mockup and production begins:
    • The order is final.
    • We cannot accept returns, exchanges, or refunds for:
      • Change of mind
      • Ordering the wrong size
      • Preference changes after seeing the physical product
  • We will only offer a replacement or refund for custom items if:
    • There is a manufacturing defect, or
    • The final product does not match the approved mockup (e.g., incorrect design, misspelling that was correct in the approved mockup, wrong color or logo).

Please note:

  • Slight color variations between the on-screen mockup and the printed garment may occur due to screen settings and printing processes. Minor variations are considered normal and not a defect.

3. Non-Custom / Standard Items (If Applicable)

If you offer any non-custom, standard items (e.g., branded accessories or apparel sold “as is” with no personalization), you may use the following:

  • Non-custom items may be returned for a refund or store credit within 14 days of delivery, provided that:
    • The item is unworn, unwashed, and in original condition
    • All original tags and packaging are included
  • The customer is responsible for:
    • Return shipping costs, unless the item is defective or incorrect
  • Shipping charges paid on the original order are non-refundable, except in cases of an error on our part.

If you do not plan to sell any non-custom items, you can remove this section entirely.

4. Incorrect, Defective, or Damaged Items

If you receive an item that is:

  • Defective,
  • Damaged upon arrival, or
  • Incorrect (does not match your approved mockup or the order details),

please contact us at support@s2threads.com within 3 calendar days of delivery and include:

  • Your order number
  • A description of the issue
  • Clear photos of:
    • The item
    • The defect/damage
    • Any relevant packaging or labels

Once we review your claim:

  • If the issue is confirmed to be our error or a defect, we will typically:
    • Replace the item at no cost to you, or
    • Offer an appropriate alternative resolution (e.g., store credit or refund), at our discretion.

5. Size & Fit Issues

Because most items are made-to-order:

  • We cannot accept returns or exchanges for size or fit issues on custom products once the mockup is approved and production has begun.
  • We encourage you to:
    • Review the size chart carefully before placing your order
    • Reach out to support@s2threads.com with any sizing questions before you finalize your purchase

If you plan to make an exception policy (e.g., one-time courtesy remake), you can add it here later.

6. Return Process

If your item is eligible for return under this policy:

  1. Email support@s2threads.com with:
    • Your order number
    • The item(s) you wish to return
    • The reason for the return
    • Photos, if applicable
  2. If your request is approved, we will provide:
    • Return instructions, and
    • A return address or shipping label (depending on the situation)
  3. Once we receive and inspect the returned item(s), we will notify you of the approval or denial of your refund or replacement.

7. Refunds

  • Approved refunds will be processed to your original method of payment.
  • Please allow 5–10 business days after we process the refund for it to appear on your statement, depending on your bank or payment provider.
  • Original shipping costs are non-refundable, except where the return is due to our error or a defective item.
  • If your original order qualified for free shipping (e.g., over $300) and a return brings the total paid items below the free-shipping threshold, we reserve the right to deduct the original shipping cost from your refund.

8. Non-Returnable Items

The following are non-returnable and non-refundable, except in cases of defect or error by S2threads:

  • Custom and personalized items after mockup approval
  • Clearance or “final sale” items (if offered)
  • Gift cards

9. Contact Us

If you have any questions about this Returns & Refunds Policy or need help with a specific order, please contact us:

Email: support@s2threads.com