Refund & Return Policy

1. Overview

At Topline Threads, we take pride in delivering high-quality custom embroidery products. Because all our products are custom-made to your specifications, our refund and return policy differs from standard retail policies. Please read this policy carefully before placing an order.

2. Custom Product Policy

All products offered by Topline Threads are custom-made to order based on your design specifications. As a result:

• All sales are final once production has begun
• Custom embroidered items cannot be returned or exchanged unless defective
• Cancellations are not accepted once production has started
• You are responsible for reviewing and approving all design proofs before production

3. Order Cancellations

Before Production

You may cancel your order for a full refund if:

• Production has not yet begun
• You notify us within 24 hours of order placement
• No proof has been approved

To cancel an order, contact us immediately at brycetoplinethreads@gmail.com or (253) 310-3845.

After Production Has Started

Once production begins, orders cannot be cancelled. This includes:

• After you approve a design proof
• After materials have been ordered or cut
• After embroidery has commenced

4. Defective or Damaged Products

We stand behind the quality of our work. If you receive a defective or damaged product, we will make it right.

What Qualifies as Defective?

• Embroidery that does not match the approved proof
• Incorrect design, colors, or placement
• Poor embroidery quality (loose threads, skipped stitches, major flaws)
• Wrong product type or quantity
• Items damaged during production or shipping

What Does NOT Qualify as Defective?

• Minor variations inherent to the embroidery process
• Slight color differences between digital proofs and physical thread
• Small imperfections that do not affect overall appearance
• Changes of mind about design or color after approval
• Sizing issues if you provided incorrect specifications

Reporting Defects

To report a defective or damaged item:

• Contact us within 7 days of receiving your order
• Provide your order number and detailed description of the issue
• Include clear photos showing the defect or damage
• Do not wash, alter, or use the items

5. Our Guarantee

If we determine that your order is defective or was our error, we will:

• Remake the order at no additional charge, or
• Issue a full refund for the defective items

The remedy option is at our sole discretion. We do not provide partial refunds for minor issues.

6. Proof Approval Responsibility

Before production begins, we may provide you with a digital proof of your design. It is your responsibility to:

• Carefully review all details (design, text, colors, placement, sizing)
• Check for spelling and grammar errors
• Verify that the design meets your expectations
• Respond to proof requests in a timely manner

Once you approve a proof, we are not responsible for any errors that were visible in the proof. We will produce the order exactly as shown in the approved proof.

7. Incorrect Information Provided

If you provide incorrect information (wrong design, wrong size, wrong shipping address, etc.), we are not responsible for:

• Products made according to your specifications
• Orders shipped to the address you provided
• Delays caused by missing or incorrect information

Reorders due to customer error will be charged at full price.

8. Shipping Issues

Lost or Stolen Packages

We are not responsible for packages that are:

• Lost by the shipping carrier
• Stolen after delivery
• Delivered to the address you provided

We will provide tracking information for all shipments. Please contact the carrier directly for lost package claims. We recommend purchasing shipping insurance for high-value orders.

Damaged in Transit

If your order arrives damaged due to shipping:

• Document the damage with photos immediately
• Contact us within 48 hours with photos of the packaging and product
• We will file a claim with the carrier and remake your order

9. Refund Processing

If you are eligible for a refund:

• Refunds will be issued to the original payment method
• Processing time is 5-10 business days from approval
• Shipping fees are non-refundable unless the error was ours
• You may be required to return defective items at our expense

10. Exchanges

Due to the custom nature of our products, we do not offer exchanges. If you need a different size, color, or design, you must place a new order.

Exception: If we made an error (wrong product, wrong size, defective item), we will remake the order at no charge.

11. Sample Orders and Test Runs

If you are uncertain about sizing, colors, or design details:

• We recommend ordering a sample or smaller quantity first
• Sample orders are subject to the same policies
• We offer design consultation services to ensure your satisfaction

12. Bulk Order Policy

For large orders (50+ pieces):

• We recommend approving a physical sample before full production
• Sample fees may apply and will be credited toward your final order
• Production timelines may be longer for bulk orders
• Special terms may apply - contact us for details

13. Satisfaction Guarantee

We are committed to your satisfaction. While we cannot accept returns on custom products, we will:

• Work with you to resolve any legitimate quality concerns
• Remake products that do not meet our quality standards
• Provide excellent customer service throughout the process
• Stand behind our workmanship and materials

14. Chargebacks and Disputes

If you have an issue with your order, please contact us directly before initiating a chargeback. Chargebacks for valid orders may result in:

• Account suspension or termination
• Collection efforts for the amount owed
• Legal action to recover costs
• Being banned from future orders

We are committed to resolving all legitimate disputes fairly and professionally.

15. Contact Us

If you have questions about this policy or need to report an issue with your order, please contact us:

• Email: brycetoplinethreads@gmail.com
• Phone: (253) 310-3845
• Address: 1610 Clemensen Ave, Santa Ana, CA 92705
• Business Hours: Monday-Friday, 9AM-5PM PST

We typically respond to all inquiries within 24-48 hours.