Returns & Refunds Policy

1. 1.1This Returns & Refunds Policy applies to orders placed through ChicThread's website and sets out our return, exchange, refund and cancellation procedures.
2. 1.2By placing an order, you acknowledge that you have read this policy as it applies on the date of your order.
3. 1.3We may revise this policy from time to time. Changes apply to orders placed after the revised policy comes into effect and will not retrospectively change the terms applicable to an order already placed.
4. 1.4Nothing in this policy limits or excludes any statutory rights or remedies available to you under applicable Indian law, including the Consumer Protection Act, 2019 and applicable e-commerce rules.
5. 1.5Every ChicThread piece is crocheted by hand in small batches. Because of this, handmade variations described in Clause 4 are considered normal characteristics of the product and are not, by themselves, defects.

1. 2.1You have 5 calendar days from the date of delivery to raise a return request. The delivery date is the date recorded by the courier.
2. 2.2Once a return request is approved, you have a further 7 calendar days to hand the parcel to a courier.
3. 2.3The piece must reach us unused, unwashed, unworn and undamaged, with all original tags attached and with its original packaging where applicable.
4. 2.4The piece must be free from odour, stains, makeup marks, perfume, smoke, pet hair or other signs of use. Items showing signs of use may not qualify for a change-of-mind return, subject to applicable consumer rights.
5. 2.5Please include your original invoice or order number inside the parcel so that we can identify and process the return.
6. 2.6Returns should be sent from the delivery address associated with the order. Returns for products purchased through unauthorised resellers, marketplace listings or other third parties are not handled under this policy.

The following products are not eligible for change-of-mind returns:

1. 3.1Custom and personalised pieces: Anything crocheted specifically to your requirements, including your chosen colourway, measurements, name, date or initials.
2. 3.2Made-to-order pieces: Products that the listing clearly states are made after the order is placed rather than held in stock.
3. 3.3Sale and clearance products: Sale, clearance, sample-sale and second-quality products, as well as products purchased with a discount of 30% or more, are final sale unless required otherwise by applicable law or the product is damaged, faulty or incorrect.
4. 3.4Gift cards and digital credit: Gift cards and digital credit cannot be returned or exchanged for cash.
5. 3.5Products altered after delivery: A product that has been altered, repaired, dyed or otherwise worked on after delivery may not qualify for a return.
6. 3.6Washed products: A product that has been washed cannot be returned as a change-of-mind return.
7. 3.7Free gifts and promotional items: Free gifts and promotional items are not independently returnable. Where a free gift was supplied with an order being returned, it should be returned with the order. Where it is not returned, its stated retail value may be deducted from the refund where applicable.

Every ChicThread piece is handmade, so small variations are part of its character.

1. 4.1Dimensions shown on product pages are approximate. Small variations can occur because each piece is crocheted and assembled by hand.
2. 4.2Yarn may vary slightly in shade between dye lots and between screens. A small colour difference from photographs or another piece is therefore not necessarily a defect.
3. 4.3Visible stitch texture, minor differences in stitch tension and small differences between individually handmade pieces are normal.
4. 4.4A single loose or raised loop is not necessarily a defect. Please do not cut it. Contact us if you are unsure how to handle it.
5. 4.5Slight asymmetry in a handmade face, limb, flower or petal can occur as a result of hand assembly and is not necessarily a defect.
6. 4.6The following may constitute defects and should be reported to us: A seam coming apart, a hole or significant opening, stuffing escaping, a stem wire piercing through the crochet, broken or missing hardware, or a product that materially differs from the product ordered.

If your product arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.

1. 5.1For damage, visible defects or an incorrect product discovered on delivery, please contact us within 48 hours of delivery so that we can investigate the shipment promptly.
2. 5.2Your report should include: Order number, clear photographs of the product, clear photographs showing the issue, and photographs of the outer packaging as it arrived. Where the parcel arrives visibly crushed, torn or opened, an unboxing video is strongly recommended. If you do not have an unboxing video, clear photographs of the product and packaging may still be provided for us to assess the claim.
3. 5.3Where a claim is accepted, we will arrange and pay for the return or reverse pickup. Depending on the circumstances and applicable law, you may choose an appropriate resolution such as Replacement, Repair (where reasonably possible), or Refund.
4. 5.4Where we sent the wrong product, the return courier will be arranged and paid for by ChicThread.
5. 5.5A manufacturing or product issue that becomes apparent after delivery should still be reported to us. We will assess the issue based on the nature of the problem, the product, its use and the applicable consumer rights.

Proper care helps your handmade crochet piece retain its shape, texture and appearance. Unless a particular product page gives different care instructions, follow these general instructions.

1. 6.1Soak before washing: Soak the product in lukewarm water with a small amount of mild detergent for a few minutes.
2. 6.2Hand wash only: Gently wash the product with your hands only. Avoid washing machines, brushes, and harsh detergents, as they may damage the fibres or affect the shape.
3. 6.3Use mild detergent: Use a small amount of mild, gentle detergent. Avoid bleach, strong stain removers, or harsh chemicals.
4. 6.4Do not scrub or wring: Gently move the piece through the water. Do not aggressively scrub or wring.
5. 6.5Gently press out excess water: Gently press out excess water between clean towels. Do not wring or twist.
6. 6.6Natural air drying: Air dry naturally in a well-ventilated area laid flat. Avoid tumble dryers, direct heat sources, and ironing.
7. 6.7Special materials: Products containing jute or floral wire stems should not be submerged unless expressly stated on the product page.
8. 6.8When in doubt: If you are unsure how to clean a particular piece, contact us before washing it. We are always happy to advise.

1. 7.1Email chicthreads1224@gmail.com within the applicable return period. Please include your order number in the subject line, the product you wish to return, the reason for the return and clear photographs where relevant.
2. 7.2We aim to respond within 2 business days, either approving the return or explaining why it does not qualify under this policy.
3. 7.3If approved, you will receive a return reference and the return address.
4. 7.4Pack the product securely, preferably using its original packaging, and hand the parcel to a courier within 7 calendar days of approval.
5. 7.5Keep your courier receipt and tracking number until your refund or exchange has been completed.
6. 7.6Please do not send a return without approval. An unapproved parcel may not be identifiable or accepted.
7. 7.7Do not send a return as cash-on-delivery or with payment due at delivery. Such parcels may be refused.

The general rule is: The customer pays when the return is due to a change of mind. ChicThread pays when the issue is ours.

1. 8.1Change of mind: If you simply no longer want the product or selected the wrong product, colour or size when placing the order, you arrange and pay for the return courier. We recommend using a tracked service.
2. 8.2Wrong, damaged or faulty product: If we sent the wrong product or the product arrived damaged or faulty, ChicThread will arrange and pay for the return courier where the claim is accepted. Where applicable, shipping charges paid by you for the original delivery will also be refunded.
3. 8.3The customer is responsible for the parcel until it reaches us when the customer is arranging the return courier.
4. 8.4Original shipping charges are not refunded for a change-of-mind return. Where an order qualified for free shipping because it crossed the ₹1,499 threshold, and a partial return takes the remaining order value below that threshold, the applicable ₹79 shipping charge may be deducted from the refund.
5. 8.5Cash-on-delivery convenience charges are not refundable where they are charged separately by the courier.

1. 9.1Every returned product is inspected at the studio within 3 business days of arrival.
2. 9.2We check the product against the eligibility requirements in this policy.
3. 9.3If the return passes inspection, the refund is processed under Clause 10 and we notify you.
4. 9.4If the return does not qualify, we will contact you with the reason and, where appropriate, photographs showing the condition of the returned product.
5. 9.5A failed return will be held for 14 days. During this period, you may request that it be returned to you at your cost.
6. 9.6If only part of a return fails inspection, eligible products from the same return may still be refunded.

1. 10.1Approved refunds are issued to the original payment method wherever possible.
2. 10.2Refunds are initiated within 5–7 business days after the returned product passes inspection. Once initiated, the time taken for the money to appear in your account depends on your bank or payment provider.
3. 10.3COD orders are refunded by NEFT bank transfer. You may be asked to provide your account number, IFSC and account holder name.
4. 10.4Refunds are made in Indian Rupees for the amount actually paid.
5. 10.5Where a discount code was used, the refund is based on the amount actually paid. Where a partial return causes the order to no longer qualify for the original discount, the discount may be recalculated and the difference deducted from the refund.
6. 10.6We do not charge a restocking fee.

ChicThread offers exchanges only where the product received is incorrect or has a qualifying defect.

1. 11.1Change-of-mind exchanges are not available. For example, an exchange is not available simply because you changed your mind about the colour, style or size you selected.
2. 11.2If we sent the wrong product or you received a qualifying defective product, contact us with: Order number, clear photographs of the product, clear photographs of the original packaging, clear photographs showing the issue or incorrect product, and an unboxing video where available.
3. 11.3An unboxing video is strongly recommended for wrong or visibly damaged products because it helps establish the condition of the parcel when it was opened. If you do not have an unboxing video, clear photographs of the product and packaging may be submitted for assessment.
4. 11.4Do not use, wash, alter or repair the product before contacting us about an exchange.
5. 11.5Where an exchange is approved, ChicThread will arrange the return and replacement shipment at its cost.
6. 11.6A replacement is subject to availability. If the same product is unavailable, we will discuss an appropriate alternative or refund with you.
7. 11.7Custom and made-to-order products may be handled separately because a replacement may need to be crocheted from scratch.

1. 12.1In-stock products: An in-stock order may be cancelled free of charge at any time before it is dispatched. Please contact us by email with your order number as soon as possible.
2. 12.2After dispatch: Once an order has been dispatched, it cannot normally be cancelled. You may wait for delivery and, if eligible, request a return under Clause 2.
3. 12.3Custom and made-to-order products: A custom or made-to-order order may be cancelled within 24 hours of order confirmation for a full refund.
4. 12.4After the 24-hour cancellation period: After 24 hours, cancellation of a custom or made-to-order product is not guaranteed, because materials may have been purchased and production may have begun. Please contact us as soon as possible and we will assess whether cancellation is still possible.
5. 12.5Where an order cannot be fulfilled because it is undeliverable, payment cannot be verified, or required materials cannot reasonably be sourced, ChicThread may cancel the order and issue an appropriate refund.

1. 13.1Please provide a complete and accurate delivery address and a reachable phone number.
2. 13.2Our courier may make multiple delivery attempts before returning an undelivered parcel to us.
3. 13.3Where a parcel is returned to us because the address was incorrect, delivery attempts were unsuccessful, or the parcel was refused, the order may be refunded after deducting the outbound shipping cost actually incurred.
4. 13.4If you would prefer the parcel to be sent again, a new shipping charge may apply and must be paid before dispatch.
5. 13.5If a parcel is recorded as delivered but you have not received it, please contact us within 48 hours so that we can open a courier investigation.

1. 14.1All return, refund and cancellation requests should be sent to: chicthreads1224@gmail.com. We aim to respond within 2 business days.
2. 14.2If you are not satisfied with an outcome, reply to the same communication and request escalation. An escalated case will be reviewed by a senior member of the ChicThread team and we aim to respond within 5 business days.
3. 14.3This policy is governed by the laws of India. Nothing in this policy limits any consumer rights, remedies or protections available under applicable law.
4. 14.4If any provision of this policy is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.