Refund policy
At StitchWell Quilt Co., we’re here to be your ultimate quilting ally. We want you to feel completely excited about every yard of fabric, spool of thread, and notion that arrives on your doorstep! Shopping for your next project should be just as joyful and inspiring as the stitching itself.
The 30-Day Happiness Guarantee
If you aren't completely thrilled with a non-cut, non-custom item, you are welcome to return it within 30 days of delivery for a refund of the purchase price to your original payment method.
What Can’t Be Returned (The Exceptions)
To keep things fair and protect the quality of our inventory for every maker in our community, the following items are final sale and cannot be returned (unless there is a manufacturer defect or a fulfillment error on our end):
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Cut Fabric & Trims: Yardage, pre-cuts, and specialty cuts prepared specifically for your order.
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Copyrighted Materials: Paper patterns, books, and digital pattern downloads.
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Gift Cards: Digital or physical gift cards.
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Sale & Clearance Items: Any item purchased from our Sale section or during a promotional clearance event.
- Handi Quilter Machines: Machines, frames, and Pro-Stitcher systems (see below).
Handi Quilter Machines
Handi Quilter machines, frames, and Pro-Stitcher systems are ordered from Handi Quilter specifically for you. Once your order is placed, it can’t be canceled or returned.
Please inspect every box at delivery and report any shipping damage within 48 hours, as outlined in our Shipping policy.
That said, a new longarm is a big deal, and we want you to love yours! If anything isn’t right, email us at hello@stitchwellquiltco.com and we’ll work with you and Handi Quilter to make it right, including warranty service and replacement parts.
Condition Requirements for Returned Items
To be eligible for a refund, returned items must be:
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In their original, unused, and "on-the-bolt" condition.
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Free from any odors (including smoke or perfume), pet hair, or stains.
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Accompanied by proof of purchase (order number or copy of your packing slip).
Note: Unsolicited returns sent back to our studio without prior authorization will not be accepted.
How to Start a Return
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Get in Touch: Email us at hello@stitchwellquiltco.com before sending anything back. We’ll verify your order details and provide shipping instructions.
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Pack It Up: Place the items securely in their original packaging, including a copy of your packing slip with the returned items circled.
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Ship It Back: Return shipping costs are the responsibility of the customer (unless the return is due to our error or a defective item). We strongly recommend using a trackable shipping service, as we cannot be responsible for packages lost in transit.
How Exchanges Work
The fastest way to ensure you get the replacement item, color, or notion you want is to follow the return process for your original item. Once your return is accepted, place a separate purchase for the new item on our website!
Damaged, Defective, or Incorrect Items
We take immense pride in our quality control, but we’re human! Here’s how to let us know if something’s wrong:
- Damaged in shipping: Email photos of the box and contents to hello@stitchwellquiltco.com within 3 days of delivery (48 hours for Handi Quilter machines).
- Defective, incorrect, or missing items: Let us know within 30 days of receipt.
We’ll send a pre-paid return label if one is needed and make things right with a replacement or full refund.
Refunds & Processing Times
Once your return is received and inspected at our studio, we will send you an email notification regarding your refund status.
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If approved, your refund will automatically be processed back to your original payment method within 10 business days.
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Please keep in mind that banks and credit card companies often take an additional 3–5 business days to post the credit to your account.
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If more than 15 business days have passed since your return was approved and you haven't received your credit, please reach out to us at hello@stitchwellquiltco.com.