Effective Date: 1st January 2026
Last Updated: 1st January 2026
At SugarThreadShop.com, we want you to be completely satisfied with your purchase. Please read our returns and refund policy carefully to understand your rights and our procedures.
Customized Products
❌ No Returns or Refunds
Customized and personalized products are non-returnable and non-refundable once payment has been made and production has begun.
Why? All customized products are made specifically for you according to your requirements. Production begins immediately after payment confirmation and customer consent.
✅ Exceptions
We will provide a refund or replacement for customized products only in the following cases:
- Manufacturing defects
- Wrong items shipped
- Damage during shipping (with proper documentation – see below)
Non-Customized Products
Returns Accepted
- Return Period: Within 3 business days of delivery
- Condition Required: Unused, in original condition, and in original packaging
- Return Shipping: Customer is responsible for return shipping costs (unless the return is due to our error)
How to Return
- Contact us within 3 business days of delivery
- Email: customercare@sugarthreadshop.com
- WhatsApp/Phone: +880 1633 59 72 40
- Provide your order number and reason for return
- Wait for return authorization and instructions
- Ship the product back to us
Exchanges
- Exchanges are provided in the form of store credit/coupons
- Store credit can be used for future purchases on SugarThreadShop.com
- Store credit does not expire
- Store credit is non-transferable
When You Can Get a Refund
1️⃣ Wrong Items Shipped
If we ship the wrong item:
- Contact us immediately upon receiving your order
- We will provide a full refund or replacement
- We cover the return shipping costs
- Provide photos of the wrong item received
2️⃣ Damaged During Shipping
IMPORTANT: Refunds for shipping damage require proper documentation.
You can receive a refund ONLY if:
- ✅ You recorded a video of the damaged package BEFORE opening it, OR
- ✅ You opened the package in front of the delivery person who can verify the damage
Without video evidence or delivery person verification, we cannot process damage claims.
Steps to claim shipping damage:
- Record video evidence or open in front of delivery person
- Contact us within 24 hours of delivery
- Provide video evidence and photos
- Return the damaged product to us
- We will negotiate a remake or refund
3️⃣ Manufacturing Defects
If your product has a genuine manufacturing defect:
- Contact us immediately with photos or video evidence
- We will assess the defect
- Approved claims will receive a replacement or refund
Order Cancellations
Customized Orders
- ✅ Before Payment: Can be canceled
- ❌ After Payment: Cannot be canceled (production begins immediately)
Non-Customized Orders
- ✅ Before Shipping: Can be canceled
- Contact us immediately via WhatsApp, phone, or email
- Full refund will be issued
Refund Process
Timeline
- Refund requests are reviewed within 2-3 business days
- Approved refunds are processed within 7-14 business days
- Refunds are issued to your original payment method
Payment Methods
- bKash/Nagad: Refunded to your mobile account
- Bank Transfer: Refunded to your bank account
- Cash on Delivery: Refunded via bKash, Nagad, or bank transfer (you choose)
Notification
You will receive an email confirmation once:
- Your refund request is approved
- Your refund has been processed
Non-Refundable Items
The following items are NOT eligible for refund:
- ❌ Customized or personalized products (except for defects, wrong items, or shipping damage with proof)
- ❌ Products returned without prior authorization
- ❌ Products returned after the 3 business day return period
- ❌ Products that are used, damaged, or not in original condition
- ❌ Products without proper packaging
- ❌ Damaged products without video evidence or delivery person verification
Important Notes
Natural Variations
Due to the handcrafted nature of our laser-crafted products:
- Slight variations in color, texture, and appearance are normal
- These variations make each piece unique
- Natural variations are NOT considered defects and are not grounds for return or refund
Product Images
- Product photos are representative
- Actual products may vary slightly due to:
- Natural material characteristics
- Handcrafted production process
- Monitor display settings
- Minor color differences are not considered defects
Shipping Costs
- Return shipping costs are the responsibility of the customer
- Exception: We cover return shipping if:
- We shipped the wrong item
- The product has a manufacturing defect
- We made an error
Restocking Fee
- No restocking fee for approved returns
- Store credit/coupons are issued for the full product value
How to Contact Us for Returns/Refunds
Before initiating any return, you must contact us first:
SugarThreadShop.com
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
Business Hours: 9 AM – 5 PM (Saturday – Thursday)
Pickup Locations:
- ZamZam Tower, Uttara
- Uttara Center Metro Station, Uttara
What to Include in Your Request:
- Order number
- Product name/description
- Reason for return or refund
- Photos or video evidence (for damage or defects)
- Preferred resolution (refund, replacement, or store credit)
Quick Reference Guide
| Situation | Customized Products | Non-Customized Products |
|---|---|---|
| Before Payment | ✅ Can cancel | ✅ Can cancel |
| After Payment/Before Shipping | ❌ Cannot cancel | ✅ Can cancel |
| After Delivery (Normal) | ❌ No returns | ✅ Returns within 3 days |
| Wrong Item Shipped | ✅ Refund/Replacement | ✅ Refund/Replacement |
| Manufacturing Defect | ✅ Refund/Replacement | ✅ Refund/Replacement |
| Shipping Damage (with proof) | ✅ Refund/Remake | ✅ Refund/Replacement |
| Changed Mind | ❌ No refund | ✅ Store credit (within 3 days) |
| Natural Variations | ❌ Not a defect | ❌ Not a defect |
Related Policies
For more detailed information, please refer to:
- Terms and Conditions – Complete terms of service
- Privacy Policy – How we handle your information
- FAQ – Answers to common questions
- Shipping Policy – Delivery information
Policy Updates
We reserve the right to update this Returns and Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the updated policy.
Thank you for shopping at SugarThreadShop.com!
We appreciate your business and are committed to ensuring your satisfaction. If you have any questions about our Returns and Refund Policy, please don’t hesitate to contact us.
Last Updated: 1st January 2026
