return and refund policy

Nomad Thread Return and Refund Policy

At Nomad Thread ("we," "us," "our," or the "Brand"), we want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the terms and conditions for returning products purchased through our website at Nomad Thread.com (the "Website"), requesting refunds, and exchanging items. By placing an order on the Website, you agree to comply with and be bound by this Return and Refund Policy, which is supplementary to our Terms of Service and Shipping Policy.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:
  • The return request is initiated within 30 days from the date you receive your order.
  • The product is unused, unwashed, and in its original condition, with all original tags, labels, and packaging intact (e.g., no tears, stains, or damage to the product or packaging).
  • The product is not a custom or personalized item (custom items are non-returnable and non-refundable, unless they are defective or damaged upon arrival).
  • You provide a valid proof of purchase (e.g., order number, shipping confirmation email).
Items that do not meet the above conditions will not be accepted for return, and we reserve the right to send the item back to you without processing a refund or exchange.

2. Return Process

To initiate a return, please follow these simple steps:
  1. Contact Us to Request a Return Authorization (RA): Before sending back any product, please contact us using the information provided in Section 8 to request a Return Authorization (RA) number. Please include your order number, the name of the product(s) you wish to return, and the reason for the return in your message.
  2. Receive Return Instructions: Once we approve your return request, we will send you an email with your RA number and detailed return instructions, including the return shipping address and packaging guidelines.
  3. Package and Ship the Item: Package the item(s) securely in accordance with our return instructions, and clearly mark the RA number on the outside of the package. Please note that return shipping costs are the responsibility of the customer, unless the return is due to a defect in the product or an error on our part (e.g., wrong item shipped, damaged item).
  4. Provide Shipping Tracking Information: After shipping the return package, please send us the tracking number via email. This helps us track your return and process it promptly once received.
Returns sent without a valid RA number or that do not follow our return instructions may be delayed or rejected.

3. Return Processing Time

Once we receive your return package, we will inspect the item(s) to verify that they meet our return eligibility conditions. This inspection process typically takes 3-5 business days (Monday to Friday, excluding weekends and public holidays).
After the inspection is complete, we will notify you via email to confirm whether your return has been approved or rejected. If approved, we will proceed with processing your refund or exchange (as requested).

4. Refund Policy

Refunds will be processed only for eligible returns that have been inspected and approved by us. The details of our refund policy are as follows:
  • Refund Method: Refunds will be issued to the original payment method used for the order (e.g., credit card, PayPal). We cannot issue refunds to a different payment method.
  • Refund Processing Time: Once your refund is processed, it may take 3-5 business days for the funds to reflect in your account, depending on your payment provider. Please note that we are not responsible for any delays caused by your bank or payment processor.
  • Refund Amount: The refund amount will be equal to the total purchase price of the returned item(s), excluding any original shipping costs (unless the return is due to our error). Return shipping costs paid by the customer are non-refundable, unless the return is a result of a defective product or our mistake.
  • Non-Refundable Items: Custom or personalized items, items that are used, damaged, or not in their original condition, and items returned after the 30-day return window are non-refundable.

5. Exchange Policy

If you wish to exchange an eligible item for a different size, color, or product (subject to availability), please follow the return process outlined in Section 2 and indicate that you would like an exchange in your return request.
Once your return is inspected and approved, we will process your exchange and ship the new item(s) to you free of charge (excluding international exchange shipping costs, which may apply). If the new item(s) have a different price, you will be responsible for paying the difference (if the new item is more expensive) or we will refund the difference (if the new item is less expensive) using the original payment method.
If the item you wish to exchange is out of stock, we will offer you a full refund instead.

6. Defective or Damaged Items

If you receive a product that is defective, damaged, or incorrect (e.g., wrong size, wrong color) upon arrival, please contact us within 3 days of receiving your order using the information provided in Section 8. Please include your order number, photos of the defective/damaged/incorrect item, and a detailed description of the issue in your message.
After verifying the issue, we will provide you with two options: (1) a full refund (including original shipping costs) or (2) a free replacement (including free return shipping for the defective/damaged/incorrect item and free shipping for the replacement). We will cover all return shipping costs for defective, damaged, or incorrect items.

7. Cancellations

If you need to cancel your order before it is processed or shipped, please contact us immediately. We will process your cancellation and issue a full refund within 3-5 business days. Once your order has been processed or shipped, we cannot cancel it, and you will need to follow our return process to return the item(s) after receiving them.

8. Contact Us

If you have any questions, concerns, or requests regarding our return and refund policy, initiating a return, tracking your return, or processing a refund, please contact us at:
  • Phone Number: +86 15766560725
  • Email Address: xiaomengqi514@gmail.com
  • Website: Nomad Thread.com
We will respond to your inquiry within 2 business days and assist you with any return or refund-related matters.

9. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time without prior notice. Any changes will be posted on this page, and the "Last Updated" date at the bottom of the Policy will be revised. Your continued use of the Website or placement of orders after the changes are posted constitutes your acceptance of the revised Return and Refund Policy.