Refund policy

Customer satisfaction is important to us, and we strive to ensure every product meets our quality standards.

Return Eligibility

Eligible products may be returned within 14 days of delivery.

To qualify for a return, products must:

  • Be unused
  • Be in original condition
  • Include original packaging
  • Include all accessories and documentation provided

Products showing signs of wear, misuse, modification, or damage may not qualify for a refund or return.

Custom-Made Products

As many HIDETHREADSTACK products are custom-made according to customer requirements, custom orders are generally non-returnable and non-refundable.

Exceptions may include:

  • Manufacturing defects
  • Incorrect product received
  • Product significantly different from approved specifications
  • Damage occurring during production

Damaged or Defective Products

Customers must notify us within 48 hours of delivery if a product arrives damaged or defective.

Photographs or other supporting documentation may be required to assist in evaluating the claim.

Refund Approval

Returned items are inspected upon receipt and review.

If the return is approved, refunds will be issued to the original payment method within 7–10 business days. Processing times may vary depending on the customer's financial institution or payment provider.

Exchanges

Exchanges are subject to product availability.

If a replacement item is unavailable, we may offer an alternative product, store credit, or a refund where applicable.

Cancellation Policy

Orders may be cancelled before dispatch.

Once a custom-made product has entered production, cancellation requests may no longer be possible due to materials, labor, and manufacturing commitments already incurred.

Non-Refundable Items

The following items are generally non-refundable and non-returnable:

  • Personalized products
  • Custom-made products
  • Clearance or final sale items
  • Gift cards
  • Products damaged through customer misuse, neglect, or improper care

Return Shipping

Unless otherwise agreed or required by applicable law, customers are responsible for return shipping costs. Original shipping charges are generally non-refundable.

Contact Us

If you have questions regarding returns, refunds, exchanges, or cancellations, please contact our customer support team. We will be happy to assist you throughout the process.

Last Updated: June 2026