Returns & Refunds – ThreadWorks

Last updated: August 28, 2026

We're a third-generation family sewing business, and we want you to be completely happy with what you buy from us. If something isn't right, we'll help you make it right. Here's how returns work at ThreadWorks.

---

Easy Returns — Up to 90 Days

Most ThreadWorks purchases may be returned within 90 days of delivery. Items should be unused, in new resalable condition, and in their original packaging with all accessories, manuals, and components included.

Unused standard merchandise returned in original condition receives a full merchandise refund with no restocking fee.

---

How to Start a Return

Email support@threadworks.com with your order number and the item you'd like to return, or call us at (480) 545-0778, Monday–Friday, 9am–5pm Arizona time. We'll confirm eligibility and send you a Return Merchandise Authorization (RMA) with simple instructions.

Please wait for your RMA before shipping anything back — returns sent without one may be delayed or refused.

---

Return Shipping

Return shipping for voluntary returns is the customer's responsibility. If your item arrived damaged or defective, or we made an error with your order, ThreadWorks will cover the return shipping.

We recommend using a trackable service and insuring higher-value returns — refunds can only be issued for items that safely reach us. Original outbound shipping charges are non-refundable.

---

Refund Details

• Unused standard items in original condition: full merchandise refund — no restocking fee.
• Opened or used standard items: a condition-based deduction of up to 20% may apply where appropriate, depending on the item's condition. Deductions are never automatic.
• Refunds are issued to your original payment method after we receive and inspect your return.

---

Sewing Machines & High-Value Equipment ($1,000+)

Machines and equipment valued at $1,000 or more are covered by the same 90-day return window, with a few extra requirements that protect both of us — see our Equipment Purchase & Return Policy for full details. In short:

• There is no restocking fee for returning eligible equipment. Return a machine unused, uninstalled, complete, undamaged, and in its original factory packaging, and you'll receive the normal eligible-merchandise refund.
• A condition-based deduction of up to 25% applies only when a returned machine's condition warrants it — for example, it shows signs of use, was damaged after delivery, was altered or improperly packed, or is missing components, accessories, manuals, or packaging.
• Equipment returns must ship fully insured, with tracking and adult-signature confirmation, and serial numbers are verified against our shipment records.
• Please call us before returning a machine — our technicians will walk you through packing it safely.

---

Items That Can't Be Returned

• Special-order and custom items
• Software, digital products, and digital manuals
• Installed or used parts
• Clearance and final-sale items
• Items damaged through misuse or improper installation

---

Damaged or Defective Items

If your order arrives damaged or defective, please contact us as soon as possible — ideally within 48 hours of delivery — and include photos of the item, the packaging, and the shipping label. Prompt notice helps us work with the carrier and resolve the issue as quickly as possible. We'll make it right with a replacement, repair, or refund.

---

Missing Packages

If tracking shows your package was delivered but you can't locate it, contact us right away. Our team will help you review the delivery information and work with the carrier on the appropriate next steps — carrier claims sometimes require carrier documentation, and we'll walk you through it.

---

Warranty

As an authorized dealer, the machines we sell include the manufacturer's warranty where one is provided. Warranty claims follow the manufacturer's terms, and our service background means we can help you through the process. Warranty remedies are limited to repair or replacement unless otherwise required by law.

---

Order Verification

To protect our customers, some orders — particularly higher-value ones — may need a quick verification step such as address or phone confirmation before shipping. It's fast, and it's how we keep expensive machines from being bought with stolen cards.

---

If There's a Problem

If there's ever a problem with your order, please contact us — our team wants the opportunity to make it right.

---

Contact

ThreadWorks
3716 E Main Street, Building 1, Mesa, AZ 85205
(480) 545-0778 · Monday–Friday, 9am–5pm Arizona time
support@threadworks.com