Refund policy

Return & Refund Policy

Thank you for shopping at The Needlepoint Vault.

General Return Policy (All Countries Except the European Union)

Due to the handmade nature of our products, we do not accept returns, exchanges, or cancellations once an order has been placed.

If your order arrives damaged or defective, please contact us within 7 days of delivery at hello@thendlptvault.com with your order number, photographs of the item, and a description of the issue. We will review your claim and, if appropriate, provide a replacement or refund at our discretion.

Custom & Personalized Items

Custom or personalized items cannot be refunded or replaced unless they arrive damaged or defective.

European Union Return Policy

This section applies only to orders shipped to countries within the European Union.

Under applicable EU consumer protection laws, consumers have the right to withdraw from most online purchases within 14 days of receiving their order without giving a reason.

To exercise your right of withdrawal, please contact us at hello@thendlptvault.com within the 14-day withdrawal period. Once your request has been received, you must return the item within the timeframe required by applicable law.

Return Conditions

Returned items must be received in their original condition and suitable for resale.

Needlepoint canvases are delicate products that become unsellable if they are damaged in any way. This includes, but is not limited to:

  • Bent or creased canvases
  • Folded canvases
  • Torn or punctured canvases
  • Water damage
  • Stains or discoloration
  • Cut, stitched, painted, or otherwise altered canvases
  • Damage resulting from improper handling after delivery

If a returned item is received in an unsellable condition, we reserve the right to reduce the refund or refuse a refund to the extent permitted by applicable law.

Return Shipping

Unless the item is incorrect, defective, or damaged upon arrival, customers are responsible for the cost of return shipping.

We recommend using a trackable shipping service, as we are not responsible for returns lost or damaged during return transit.

Refunds

Once your return has been received and inspected, any eligible refund will be processed to your original payment method within the timeframe required by applicable law.

Exceptions

The right of withdrawal does not apply to custom or personalized items made to your specifications, except where required by applicable law.

Questions

If you have any questions about our return policy, please contact us at hello@thendlptvault.com.