Refund policy

We hope that your Clementine Threads purchase was exactly what you were looking for. If not, we will accept the return of products in new, unused condition with original packaging within thirty (30) days of receipt.

Please note: Product Images are for reference only. They do not guarantee the identical color, as each device translates the color differently. Fabric swatches may be requested prior to purchase and returns are not authorized should the color drastically differ from published images. 
 

  • Because we work hard to ship your order quickly, cancellations are only accepted prior to shipping the order. Cancellations requested after shipment are subject to round-trip shipping costs and fees.
     
  • Authorization to return merchandise, is required. Merchandise received at our facility without prior authorization will not be refunded and only be shipped back after shipping costs are paid to us.
     
  • It is important that you inspect both the shipping carton and product(s) upon taking delivery of your order. Shipping damages may only be claimed within 24 business hours of the delivery date. To report damage, please notify us via email at info(at)clementinethreads.com within 24 business hours of the delivery date. Be sure to include images of both the packaging and product damage(s).
     
  • Once a return is authorized, you will receive a shipping label for the return parcel. The label that you will receive will either be non-paid, pre-paid, or non-paid, but pending reimbursement upon our receipt of the requested information, or the product, as will be communicated in the Return Merchandise Authorization Email. 
     
    • No Longer Needed: Non-Paid;
    • Didn't Approve Purchase: Non-Paid, May be reimbursed upon return receipt;
    • Item Defective or Doesn't Work: Non-Paid if the defect cannot be established remotely by image, video, or written description. If troubleshooting measures are offered and attempts made are unsuccessful, a pre-paid label will be issued. If, upon inspection at our testing facility, the product's defect cannot be replicated, the cost of shipping will be deducted from the refund amount;
    • Item Arrived too Late: Non-Paid if within expected delivery window, Paid if within;
    • Product Damaged but Shipping Box OK: Pre-Paid after images depicting both received;
    • Wrong Item Was Sent: Pre-Paid after images depicting the error are received;
    • Better Price Available: Non-Paid;
    • Bought by Mistake: Non-Paid;
    • Inaccurate Website Description: Pre-Paid once inaccuracy is established;
    • Product & Shipping Box Damaged: Pre-Paid if any damage is reported within 24 business hours in accordance with this policy;
    • Missing or Broken Parts: Non-Paid if parts are available for replacement, Pre-Paid if not;
    • Received Extra Item I Didn't Buy: Pre-Paid.
       
  • It is your responsibility to ensure that any returned merchandise is properly repacked in its original packaging, and includes all original contents, including inserts, accessories, etc. We will not accept responsibility for goods lost in return transit that are a result of improper merchandise re-packing or in instances where a returned package is void of original protective packing material, such as plastic covering. 

  • Due to health-related requirements related to many of our products, items received with any visible wear, to include human hair, pet hair, etc., will be assessed the highest fee level in accordance with the product(s) condition. We do not waiver from this aspect of the policy, as the prioritization of issues relating to our customers' health is non-negotiable and is our responsibility to you, our customer.

  • We encourage you to take photographs of the product and its packing prior to returning the package and forward them to us via email. This will provide a timed and dated image, should it be needed. 

  • Approved returns are processed, and the amount of authorized refund is processed within 72 business hours of receipt at our facility. Any partial refund amount will include a line-item detail. All refunded amounts are subject to the deduction of processing fees incurred.

  • All pricing, to include those items being shipped to addresses outside the United States, reflect US Dollars (USD). Any difference as a result of currency exchange rates are the responsibility of the customer. 

To provide a positive and consistent customer experience to everyone, we do not make exceptions to this policy. Our customer support team is happy to answer any product, policy, or other related questions prior to any purchase or return & ensure specific issues are addressed and clarification is achieved for a transparent process. All conditional decisions are at the discretion of Clementine Threads.