Refund policy
APPLICABILITY OF POLICY
By agreeing to use the Heritage Threads website and/or initiating a request for purchase of product(s) on the website, you agree to be bound by the terms contained in this policy without modification. If you do not agree to the terms contained in this policy, you are advised not to transact on hthreads.ae.
Please note that we may, from time to time, change the terms of the policy that govern your return, refund, or cancellation of an order for products on hthreads.ae. Every time you wish to use the portal, please check the policy to ensure you understand the terms and conditions that apply at that time.
RETURN & EXCHANGE POLICY
We offer exchanges and returns within 7 days from the date of delivery.
To place a return or exchange request, please send an email to hello@hthreads.me
Once your query is accepted by our team, a notification will be sent to your registered email and your order will be picked up within 24–48 hours.
Pickup will be attempted twice. If unsuccessful, you must return the shipment to our store address. Reverse pickup depends on area service availability.
Once your order reaches the warehouse, it undergoes a quality check. Only then will your exchange/return be processed.
Exchanges are generally delivered within 7–14 working days.
If the requested size or color is unavailable, we will exchange it with another product or issue a gift card usable in-store or online.
For return orders, refunds will be issued as a credit note after QC approval. This will be sent to your registered email.
Return products must be in their original condition. Worn, damaged, or tampered products will not be accepted.
For issues, email hello@hthreads.me with your name and order ID. We are available Monday–Saturday, 11:00 AM – 7:00 PM. Queries will be responded to within 24 hours.
Cancellation is only permitted for COD orders that haven't been dispatched.
Prepaid orders are final and non-refundable. Refunds, if any, are in the form of gift cards valid for 6 months. Gift cards are non-refundable and usable only in-store or online. Shipping charges are non-refundable.
We offer a 30-day review period for issues like color bleeding, print cracks, or finishing flaws. If reported within 30 days of purchase, we will arrange a pickup and resolve it. Reports made after 30 days are not eligible.
VALID REASONS FOR RETURN/EXCHANGE
You may initiate an exchange/return if:
- The product doesn't fit
- The product and package are both damaged
- The product is defective
- Accessories or parts are missing
PRODUCT RETURN CONDITIONS
Products must meet all the following:
- Unworn, unwashed, untampered condition
- Original tags and packaging intact
- No stains, odors, damage, or alterations
- Product matches your original order
- Part of a set must be returned as a set
- Return initiated under the same order ID
- Product is in saleable, unused condition
Returns are facilitated through our reverse logistics partners. If service is available in your area, pickup will be arranged. If not, you may have to ship the item to us.
International returns: The customer bears all return shipping costs. Original shipping charges are non-refundable for both local and international orders.
We reserve the right to reject exchange/return requests that do not meet these conditions.
CUSTOMER SUPPORT
📞 Call us at: +971 547524552
📧 Email us: hello@hthreads.me
🕒 Working hours: Monday–Saturday, 11:00 AM – 7:00 PM
