Refund policy

At SilkAndStitchCo.online, we believe that the smallest details can transform an ordinary room into a comfortable and inviting space. Our collection of throw pillows and cushions is intended to bring softness, character, and practical comfort into bedrooms, living rooms, lounges, reading areas, and other personal spaces.

We understand that buying home décor online can sometimes involve uncertainty. A cushion may look slightly different on a particular screen, or a customer may discover after delivery that a particular design does not work with the intended room. For that reason, this Return and Refund Policy is designed to provide a clear process for requesting returns, resolving product problems, and obtaining eligible refunds.

This policy applies to purchases made through SilkAndStitchCo.online and should be read together with our Terms of Service and Shipping Policy.

1.1 Return Period

Customers may request a return within 30 calendar days after the date the order is delivered, subject to the requirements described below.

A return request should be submitted as soon as reasonably possible after the customer determines that the product needs to be returned.

To qualify for a standard return, the product should:

Be unused;
Be in its original condition;
Be clean and free from stains, odors, or visible signs of use;
Not have been washed or modified;
Include original packaging, labels, and accessories where applicable;
Be returned within the applicable return period.

Because pillows and cushions are products that may come into close contact with household users, customers should inspect the merchandise promptly after delivery and avoid using or washing an item if they believe they may wish to return it.

1.2 Product Condition

A returned product must be received in substantially the same condition in which it was delivered, except for reasonable inspection necessary to determine whether the item is suitable for return.

Returns may be denied or adjusted when merchandise has been:

Washed;
Used extensively;
Stained;
Damaged after delivery;
Altered;
Exposed to smoke, strong odors, chemicals, or other substances;
Returned without important components;
Damaged because of improper handling.

These limitations do not eliminate rights or remedies that cannot legally be excluded, including rights concerning defective or improperly supplied merchandise.

1.3 Items That May Be Excluded

Where permitted by applicable law, certain merchandise may be designated as final sale or otherwise excluded from standard returns.

Any applicable restriction should be clearly disclosed before or at the time of purchase.

Nothing in this section is intended to prevent a customer from exercising a legal remedy where a product is defective, materially misrepresented, or otherwise subject to a mandatory consumer protection requirement.

1.4 How to Request a Return

Before sending an item back, please contact our customer service team.

Return Email:
[email protected]

Please include:

Full name;
Order number;
Email address associated with the order;
Name or description of the product;
Reason for the return;
Photographs when the merchandise is defective, damaged, or incorrect.

Our team will review the information and provide return instructions where the request is approved.

Customers should not send merchandise to the return address without receiving return instructions. This helps us identify the shipment and avoid unnecessary processing delays.

1.5 Damaged or Defective Merchandise

If your order arrives damaged, defective, or materially different from what was ordered, please contact us promptly.

For these situations, customers should provide photographs showing:

The product;
Any visible defect;
The outer shipping package;
Product labels or identifying information where available.

Depending on the circumstances, available remedies may include:

Replacement;
Refund;
Partial refund where appropriate;
Another reasonable resolution.

Where the problem results from an error attributable to SilkAndStitchCo.online, we will provide appropriate return instructions and address applicable return shipping arrangements in accordance with applicable law.

1.6 Incorrect Product

If you receive an item different from the product ordered, contact us before returning it.

Please provide the order number and photographs of the merchandise received. After reviewing the order, we will determine the appropriate corrective action.

1.7 Customer-Preference Returns

A customer may wish to return an otherwise conforming product because of:

Change of mind;
Different décor preferences;
Ordering the wrong quantity;
Choosing an unsuitable design;
No longer needing the product.

For these voluntary returns, the customer may be responsible for applicable return shipping costs.

1.8 Refunds

Once an authorized return is received, the merchandise will be reviewed for compliance with this policy.

If the return is approved, the applicable refund will generally be issued to the original payment method.

The time required for the refund to appear in a customer's account may depend on the payment processor or financial institution.

A refund may not appear immediately after we initiate it.

1.9 Original Shipping Charges

Eligible orders may qualify for free shipping or may incur a $5.99 shipping charge where the merchandise subtotal is below $10.

For voluntary returns based solely on customer preference, original shipping charges, where applicable, are generally not refundable unless otherwise required by law.

If an order is refunded because of our fulfillment error or another circumstance for which applicable law requires reimbursement, the refund will be handled accordingly.

1.10 Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation may be possible before an order enters fulfillment. However, once an order has been processed, packaged, or shipped, cancellation may no longer be available.

In that situation, the customer may use the applicable return procedure.