Refund Policy
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This Refund Policy is about money: when Clover Stitch refunds you, how much, where the refund goes, how store credit works and how long each step takes. The practical steps of sending an item back — asking for the free return label, packing, exchanges for another size — are on our Returns & Exchanges Policy page. Both pages use the same numbers so you never get two different answers.
Refunds at a glance
- Timing: we send your refund within 7 days of receiving your return.
- Window: returns are accepted within 60 days of delivery, for any item.
- Destination: the original payment method, or Clover Stitch store credit if you prefer.
- Store credit: never expires.
- Deductions: none — no restocking fee, and return postage is free, so it is never taken off your refund.
- Cancelled within 24 hours: full refund of the order, no return needed.
1. When you are entitled to a refund
You can receive a refund in these situations:
- You return an item within 60 days of delivery for any reason, including a change of mind, a size that did not work or a colour that looked different in person.
- You cancel an order within 24 hours of placing it, before production starts (see Cancel or Change an Order).
- We made a mistake — the wrong item, size or colour, embroidery that does not match what you typed — or the item arrived damaged, and you prefer a refund to a remake.
- We cannot fulfil your order for some reason. In that case we tell you as soon as we know and refund you in full.
2. How much you get back
For a returned item you receive the full price you paid for it, including any personalisation add-on you chose, such as the extra year on the Grandma sleeve-names crewneck or the year on the back of a Kids Name sweatshirt. Shipping was free, so there is no shipping charge to refund or deduct. The return label we send is also free, so nothing is subtracted for postage.
If you return only part of an order, you receive the price of the items you returned. For example, if you ordered a Mama Embroidered Hoodie and a Nana canvas tote and return only the hoodie, we refund the hoodie’s price.
The Matching Mama & Mini set is one product with one price. It is refunded as a set when both sweatshirts come back.
| Case | Amount refunded | Timing |
|---|---|---|
| Full order cancelled within 24 hours | Everything you paid | Processed as soon as we confirm the cancellation |
| One item returned, change of mind | Full item price plus any add-on paid for it | Within 7 days of receiving the return |
| Wrong or damaged item, you choose a refund | Full item price | Within 7 days of receiving the return, or of our approval if no return is needed |
| We cannot make your order | Everything you paid | As soon as we tell you |
| Exchange for another size, refunded as store credit | Full item price as credit | Credit added within 7 days of receiving the return |
3. When the refund is sent
The clock starts when your returned parcel reaches us. Within 7 days of receiving it, we check the contents against your return request and send the refund. We email you when the refund has been sent.
After we send it, your bank or payment provider needs some time to show it on your account. That part is outside our control and varies between providers and countries. If you have not seen the refund a week after our email, check with your provider first, then write to us with your order number and we will send you the details of the refund we issued.
When no return is needed — for example, a cancellation inside the 24-hour window, or a damaged item that we agree not to collect — the refund is sent as soon as we confirm the outcome to you by email.
4. Where the money goes
4.1 Original payment method
By default we refund to the payment method you used at checkout. We cannot send a refund to a different card, account or person. If the original card has expired or been replaced, your bank usually routes the refund to the new card; if it cannot, contact us and we will help you work it out.
4.2 Store credit instead
If you would rather keep the value with us — common with exchanges, when you are ordering a different size or title — ask for store credit. It is added to your account for the full refund amount and never expires, so it is still there for next Mother’s Day or the next new grandchild.
4.3 Gifts
Refunds always go to the person who paid. If you received a sweatshirt as a gift and want to return it without the giver receiving the money, ask for an exchange or for store credit in your name instead; email us with the details and we will help.
5. Personalised items and refunds
Custom pieces — the Mama Est. Year crewneck, the Auntie Est. Year sweatshirt, the Grandma sleeve-names crewneck, the Mama Names Heart hoodie, the Kids Name sweatshirt and the Custom Title dad hat — are refunded on the same terms as everything else when they are returned within 60 days. We embroider exactly what is typed at checkout and do not send a proof before production. If a name or year was typed wrongly, the fastest fix is to email us within 24 hours of ordering, before the piece is made, so we can correct it at no cost. If the embroidery does not match what you typed, that is our mistake and you will not pay anything to have it remade or refunded.
6. Damaged, defective or incorrect items
If something arrives damaged, has a fault in the garment or the embroidery, or is not what you ordered, email us with your order number and a photo. You choose between a remake and a refund. If we need the item back, we send a free return label; sometimes the photo is enough and you can keep or donate the item. Either way, you will not pay for our mistake.
7. Late or lost parcels
If a parcel does not arrive within the expected time, email us with your order number. We look into it with the carrier and keep you informed. Depending on what we find, we remake and resend the order or refund it. The Shipping & Delivery page explains our delivery times: 1–3 business days of processing and 7–14 business days in transit.
8. Chargebacks and payment disputes
If something has gone wrong with an order, please write to us first. We reply within 24 hours on business days and can usually solve the problem faster than a payment dispute can. Opening a dispute with your bank or payment provider freezes the payment while it is reviewed, which often delays the money reaching you. If you have already opened a dispute, let us know so we can provide the order details to the provider.
9. Sales tax
Clover Stitch does not collect sales tax at checkout, so no tax amount appears on your refund. Import duties or fees charged by a destination country’s authorities when a parcel enters Canada, Australia or New Zealand are set by those authorities, not by us; if you were charged a fee on delivery and are returning the item, email us and we will help you with the next step.
10. A worked example
To make the timing concrete, here is an illustration with made-up dates. Say a Mama Wildflower Wreath sweatshirt is delivered on March 4. On March 20 you decide the colour is not right and email us. We reply with a free return label the next business day. You drop the parcel off on March 23 and it reaches us on March 30. We check it and send the refund no later than April 6, which is within 7 days of receiving it. Your bank then shows the refund according to its own timing. You paid nothing for postage, and the full price comes back to you.
The same example with store credit: you ask for credit instead, and the full price appears as credit on your account by April 6. You use it in May to order the sweatshirt in another colour. The credit never expires, so there is no rush.
11. Store credit in more detail
Store credit is the same value as a refund, kept with Clover Stitch for a future order. A few points families ask about:
- It never expires. Credit from a returned crewneck in January can be used for a Grandparents Day gift in September, or two years later.
- It can be used in parts. If your credit is larger than your next order, the remainder stays on your account for the order after that.
- It covers personalisation add-ons. Credit can pay for the item and for any optional add-on you choose on a custom piece.
- It can be changed back. If you asked for credit and then realise you would rather have the money, email us before you spend the credit and we will look at refunding it to your original payment method.
- It stays with the account holder. Credit is linked to the email address of the order. If you want to use it on a gift for someone else, simply enter their address as the shipping address.
12. Removing one item before production
Within 24 hours of ordering you can also cancel part of an order — for example, remove the Little Clover kids crewneck but keep the Mama crewneck. We refund the removed item in full and make the rest as normal. After 24 hours the items are usually in production; at that point you can still return any item within 60 days of delivery and be refunded as described above.
13. What each refund email means
| What it means | What you do | |
|---|---|---|
| Return instructions and free label | Your return request is accepted | Pack the item with your order number and send it |
| Return received | The parcel has reached us; the 7-day refund period is running | Nothing — wait for the refund email |
| Refund sent | We have issued the refund to your payment method | Allow your provider time to show it |
| Store credit added | The full value is on your account as credit | Use it any time; it never expires |
| Question about your return | Something in the parcel did not match the request | Reply so we can finish the refund quickly |
14. What helps us refund you faster
Most refunds are simple, and a few small things keep them that way: write from the email address you used for the order, include the order number in the subject line, put a note with the order number inside the return parcel, and keep your drop-off receipt until the refund email arrives. If a parcel contains several items, tell us which ones you are returning so we refund the right amounts.
15. Questions about a refund
Email [email protected] with your order number. We reply within 24 hours on business days. Related pages: Returns & Exchanges, FAQs, Payment Methods and Contact Us.
Clover Stitch, 2314 Chand Road, Joppa, MD 21085, US.