Wholesale Return & Refund Policy

Last Updated: October 19, 2026

At Duo Threads, we value our wholesale retail partners and strive to provide quality merchandise and a smooth ordering experience. Please review our wholesale return and refund policy before placing your order.

Returns & Eligibility

Wholesale retailers may request a return of eligible merchandise within 30 days of delivery. All returns must be requested and authorized by Duo Threads before merchandise is shipped back.

Approved wholesale returns are subject to a 20% restocking fee, resulting in a refund of 80% of the approved merchandise value, before applicable return shipping charges.

To qualify for a return, all merchandise must meet the following conditions:

• Items must be unused, unworn, unwashed, and in their original condition.

• Items must remain in their original packaging and/or have their original Duo Threads hang tags attached.

• Merchandise must be free of retailer pricing stickers, sticker residue, additional labels, or markings.

• Items must not show signs of wear, damage, alterations, or use.

• Merchandise must be eligible for return under the exclusions outlined below.

Merchandise that has been displayed on a retail sales floor must still meet all original condition requirements. Items with store price stickers, sticker residue, missing required tags or packaging, or signs of handling or wear will not be accepted for return.

Duo Threads reserves the right to refuse returns that do not meet these requirements.

Non-Returnable Merchandise

The following items are considered final sale and are not eligible for standard returns or exchanges:

• Custom apparel, including items featuring custom artwork, logos, names, designs, or personalization.

• Custom accessories and other personalized or made-to-order merchandise.

• All needlepoint canvases and kits, including standard and custom designs.

These exclusions do not apply to approved claims involving damaged, defective, or incorrect merchandise.

How to Start a Return

To request a wholesale return, email wholesale@duothreads.com within 30 days of receiving your order.

Please include:

1. Your original order number.

2. A list of the inventory or specific items you would like to return, including quantities.

3. The total number of boxes needed for the return.

4. The dimensions of each box.

5. The approximate weight of each box.

Our team will review your request and confirm merchandise eligibility.

Once approved, Duo Threads will provide return shipping labels for the packages being returned.

Retailers are responsible for all return shipping costs associated with standard wholesale returns. The cost of the return shipping labels provided by Duo Threads will be deducted from the approved refund amount.

Please securely package all approved merchandise and use the provided shipping labels to send the return back to our warehouse.

Returns sent without prior authorization may be refused.

Return Processing & Refunds

Once a return arrives at our warehouse, our team will:

1. Receive and inspect: Verify that all returned merchandise meets our return eligibility requirements.

2. Reconcile inventory: Confirm quantities and check accepted merchandise back into our inventory management system.

3. Process the refund: Issue a refund for 80% of the approved returned merchandise value, less return shipping costs.

Refunds will be issued to the original payment method unless otherwise agreed upon.

Original outbound shipping charges are non-refundable.

Items that do not meet our return eligibility requirements will not be refunded. Duo Threads will contact the retailer regarding any rejected merchandise.

Please allow additional processing time for your bank or payment provider to post the refund.

Damaged, Defective, or Incorrect Merchandise

Please inspect your order promptly upon delivery.

Any damaged, defective, or incorrect merchandise should be reported to wholesale@duothreads.com within 7 days of delivery.

When submitting a claim, please include:

• Your original order number.

• A description of the issue.

• Clear photographs of the affected merchandise.

• The quantity of items affected.

Once reviewed and approved, Duo Threads will replace the affected merchandise at no additional charge.

The 20% restocking fee does not apply to approved claims involving damaged, defective, or incorrect merchandise.

Duo Threads may request additional documentation or the return of affected items before arranging replacements.

Exchanges

Wholesale exchanges are not guaranteed and require prior authorization.

Eligible merchandise may be considered for exchange on a case-by-case basis. Applicable restocking fees and shipping charges may apply.

Custom merchandise and needlepoint canvases are not eligible for standard exchanges.

Order Changes & Cancellations

Requests to change or cancel a wholesale order must be submitted to wholesale@duothreads.com as soon as possible.

Orders that have entered production, have been customized, or have already shipped may not be eligible for modification or cancellation.

All cancellation and modification requests are subject to review and approval by Duo Threads.

Contact Us

For wholesale returns, refunds, damaged merchandise claims, exchanges, or order modifications, please contact:

Duo Threads | Wholesale Customer Support

Email: wholesale@duothreads.com

This policy does not limit any rights or remedies required by applicable law.