Return & Refund Policy

At Hoop & Thread, each custom embroidery order is produced according to the customer's approved specifications.

Custom and Personalized Orders

Because custom embroidered products are made to order, we do not accept returns or offer refunds for change of mind once production has begun.

Order Cancellations

Orders may be cancelled before production or special-order garment purchasing begins. Once work has started, reasonable costs already incurred may be deducted from any refund, in accordance with the agreed quotation and applicable law.

Workmanship Errors

If your order contains an embroidery error caused by Hoop & Thread or does not match the approved specifications, please contact us within 7 days of receiving your order, where possible, with photographs and a description of the issue.

We will assess the concern and provide an appropriate remedy, which may include repair, replacement or refund.

Customer-Supplied Garments

Customers providing their own garments acknowledge that embroidery involves inherent risks depending on fabric composition, construction and condition. Hoop & Thread exercises reasonable care when handling all customer property.

Colour and Design Variations

Minor differences between digital artwork previews and finished embroidery may occur due to thread colours, fabric textures and lighting.

Consumer Rights

Nothing in this policy limits rights or remedies available under applicable Canadian consumer protection laws.