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At Estitch Mastery, we want customers to have a clear understanding of how returns, refunds, and exchanges are handled. This policy explains the general process for return requests and refund review. It is intended for customer guidance and business transparency and is not legal advice.
If you need case-specific help with an order, please contact our support team at [email protected] before sending any item back.
To be considered for a return, items should generally be unused, in their original condition, and returned with original packaging, tags, accessories, or included materials where applicable. Return requests should be made within a reasonable time after delivery so we can review the issue promptly.
We reserve the right to decline returns that show signs of use, damage caused after delivery, missing parts not due to our error, or items returned in a condition that makes them unsuitable for resale or review.
If you receive a damaged, defective, or incorrect item, please contact us at [email protected] as soon as possible after delivery. Please include your order number, a description of the issue, and clear photos if available. This helps us review the matter quickly and offer an appropriate solution, which may include a replacement, exchange, store solution, or refund where approved.
Certain items may not be eligible for return depending on their nature. Examples may include:
To request a return, please contact [email protected] with your order number, the item details, and the reason for the request. Do not send items back without first receiving return guidance from our support team. Unauthorized returns may be delayed or may not be accepted.
Once your request is reviewed, we will provide the next steps, which may include return approval, instructions, and any relevant return shipping details.
All returned items are subject to inspection after they are received. Approval of a refund, exchange, or replacement depends on the condition of the item and whether the return meets this policy. If a return does not qualify, we may contact you with available options.
If a refund is approved, it will generally be issued to the original payment method used for the purchase, unless another solution is agreed in writing. Refund timing may vary depending on the payment provider, banking channels, and processing systems.
Original shipping charges are generally non-refundable unless the return is due to our error, a damaged item, or a wrong item sent by us. Any deductions, where applicable, will be communicated during review.
Where appropriate and subject to stock availability, we may offer an exchange for the same item or a comparable replacement. Exchanges are typically considered for damaged, defective, or incorrect items, or in other situations approved by our support team.
Customers may be responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item received from us. If we approve a case caused by our error, we may provide a suitable resolution regarding return shipping based on the circumstances.
After a return is received, please allow a reasonable period for inspection and processing. Once the outcome is confirmed, we will notify you by email. Financial institutions and payment services may require additional time to reflect the refund in your account.
If you need to cancel an order, contact us immediately at [email protected]. We will try to assist if the order has not yet been processed or shipped. Once an order has been shipped or fulfilled, cancellation may no longer be possible and the return process may apply instead.
For return support, refund questions, exchange requests, or case-specific assistance, please contact Estitch Mastery at [email protected].
