Refund and Returns Policy

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

1. Contact us within 3 business days of delivery
2. Email: customercare@sugarthreadshop.com
3. WhatsApp/Phone: +880 1633 59 72 40
4. Provide your order number and reason for return
5. Wait for return authorization and instructions
6. 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:

1. Record video evidence or open in front of delivery person
2. Contact us within 24 hours of delivery
3. Provide video evidence and photos
4. Return the damaged product to us
5. 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:

1. ZamZam Tower, Uttara
2. 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

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