Refund policy
Terms & Policies
Welcome to The Stitch Horse
These Terms and Policies outline the rules and guidelines for shopping with The Stitch Horse. By using our website, you agree to these terms. Please read carefully.
1. Custom Apparel Terms
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All custom orders are created to your specifications. Once production begins, no changes or cancellations can be made.
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Due to the nature of custom items, returns or exchanges are not permitted unless there is a manufacturing defect.
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For assistance with sizing or design, please refer to sizing charts or contact our team before placing your order.
2. Shipping & Delivery
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The Stitch Horse offers shipping across [the US]. Processing times for custom orders are approximately [2-3 Weeks for apparel, 4-6 weeks for drapes and accessories], plus standard shipping time.Timeframe might vary during peak periods.
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Once your order is shipped, you will receive a tracking number to monitor your delivery.
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We are not responsible for delays caused by the carrier or customs.
3. Returns & Exchanges
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Custom apparel is final sale unless it arrives damaged or defective.
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For non-custom items, we offer returns within14 days of delivery. Items must be unused, in original packaging, and include proof of purchase.
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To initiate a return or exchange, please contact us on our contact page.
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Receipt or proof of purchase is required
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Please note that returns will need to be sent to the following address: 7176 N. FM 1655, Alvord, Texas 76225
Unfortunately, we cannot accept returns on sale items or gift cards.
4. Privacy Policy
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At The Stitch Horse, we respect your privacy. We only collect information necessary to process your order and improve your shopping experience.
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We do not share or sell your information to third parties.
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For more details, visit our full Privacy Policy.
5. Payment Methods
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We accept major credit cards, PayPal, and other payment methods as indicated at checkout.
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All transactions are secure and encrypted.
6. Intellectual Property
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All content, including designs, logos, and images, are the property of The Stitch Horse. Reproduction or use without permission is prohibited.
7. Contact Information
For any questions or concerns about our Terms & Policies, please reach out to us:
Phone: 214-232-7546
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at pinhead@pininitdesigns.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pinhead@pininitdesigns.com.