Refund policy

🧵 Refund & Return Policy

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

Definitions:

  • “Delivery” = the date marked delivered by the carrier tracking.
  • “Postmarked” = the date your return is first accepted/scanned by the carrier.

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: your order number + photos showing the issue (item + outer packaging if damaged in transit).

Timing:

  • US: Report within 30 days of delivery.
  • Canada: Please report within 7 days of delivery due to our print partner’s claim window.

Once verified, you choose: replacement or full refund. (No restocking fee on damage/defect claims.)

2) Returns — Apparel, Mugs & Other Items

🇺🇸 United States (Domestic)
Eligible items may be returned if they are unused, unwashed, and in original condition, and postmarked within 30 days of delivery.

  • Return shipping is paid by the customer.
  • A 15% restocking fee is deducted to help cover packaging and processing.
  • Exchange option (US only): We’ll waive the restocking fee on your first exchange for that order (you cover return shipping; we cover shipping the replacement item).

🇨🇦 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 with photos and your order number—we’ll replace or refund.
  • If a return is authorized: return shipping isn’t covered, and duties/taxes/fees paid to carriers are non-refundable.

3) Fabric, Kits & Supplies

To avoid waste and keep pricing fair:

  • Fabric by the yard / custom cuts: Final sale once cut.
  • Quilt kits & backing fabric (pre-assembled): Returnable unopened and in original packaging within 30 days (15% restocking fee applies).
  • Opened kits, cut yardage, or used supplies: not returnable.

4) Non-Returnable Items

Personalized/custom items • Digital downloads • Gift cards • Final Sale items

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.

6) Refunds

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

7) A Few Important Notes

  • Wrong/insufficient addresses: we aren’t responsible for delays/losses due to incorrect addresses. If returned to us, we can reship (postage due) or refund minus shipping + restocking (if eligible).
  • Multiple shipments: orders may ship in more than one package (e.g., print partner + studio items).
  • For damage claims, please keep the item and packaging until we respond.

Quick fit checklist (apparel): review size chart • when in doubt, size up • we’re happy to help via email.