Refund policy

 

🧵 Refund & Return Policy

We want you to love everything from The Quilter’s Retreat. Many items are made to order, but if something isn’t right, we’ll make it right. 💛

1) Damaged / Defective / Misprinted

If your item arrives damaged, defective, or with a printing error, we’ll replace it or refund you.

What we need (within 30 days of delivery):

  • Your order number

  • Photos clearly showing the issue (item + outer packaging if damaged in transit)

Once verified, you choose: replacement or full refund.

For Canada, please contact us within 7 days of delivery for damage/defect claims so we can meet our print partner’s timelines.

2) Returns — Apparel, Mugs & Other Items

🇺🇸 United States (Domestic)

We accept returns on most non-personalized items if they are:

  • Unused, unwashed, and in original condition

  • Postmarked within 30 days of delivery

  • Return shipping paid by the customer

A 15% restocking fee is deducted to help cover packaging and processing.

If you prefer an exchange for a different size, we’ll waive the restocking fee on your first exchange for that order (you cover return shipping; we cover the reship on the exchange).

🇨🇦 Canada (International)

Cross-border returns are expensive; we don’t offer exchanges on international orders at this time.

If something arrives damaged/incorrect, contact us within 7 days of delivery with photos and your order number—we’ll replace or refund.

If a return is authorized:

  • Return shipping isn’t covered

  • Duties/taxes/fees paid to carriers are non-refundable

For size/fit issues, please check our size chart before ordering; we can’t accept worn or washed items.

3) Fabric, Kits & Supplies

To avoid waste and keep pricing fair:

  • Fabric by the yard / custom cuts: Final sale (not returnable once cut).

  • Quilt kits & backing fabric (pre-assembled): Returnable unopened and in original packaging within 30 days; standard restocking fee applies.

  • Opened kits, cut yardage, or used supplies: Not returnable.

4) Non-Returnable Items

  • Personalized / custom items

  • Digital downloads (patterns, PDFs)

  • Gift cards

  • Items marked Final Sale

5) How to Start a Return

Email info@thequiltersretreat.store with your order number and reason for return.
We’ll confirm eligibility and provide the return address.

Items sent back without authorization can’t be accepted.

Once your return arrives, we’ll inspect it and email you an update. If approved, refunds are issued to your original payment method within 7 business days (your bank/issuer may take longer to post).

6) A few important notes

  • Wrong/insufficient addresses: We’re happy to help, but we aren’t responsible for delays or losses due to incorrect addresses. If a package is returned to us, we can reship (postage due) or refund minus shipping + restocking (for eligible items).

  • Multiple shipments: Orders may ship in more than one package (e.g., a tee from our print partner and a kit from our studio).

  • Keep packaging: For damage claims, please keep the item and packaging until we respond.

Quick fit checklist (for apparel)