Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at thirene.ua@gmail.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at thirene.ua@gmail.com  for questions related to refunds and returns.

Refund Policy

Effective date: 03.03.2026

1. Overview

Thirene sells digital downloadable products, including cross-stitch patterns in PDF and related digital formats.

All products are delivered electronically. No physical items are shipped unless explicitly stated.

Because of the nature of digital products, our refund policy differs from traditional physical goods policies.

2. Digital Products – No Returns

Due to the instant access and downloadable nature of digital files, all sales are final once the product has been downloaded or accessed.

We do not accept returns of digital products.

3. EU Customers – Digital Content Waiver

If you are located in the European Union:

Under EU consumer protection law, you normally have a 14-day right of withdrawal.

However, by purchasing and downloading digital content from Thirene, you expressly consent to:

  • Immediate access to the digital product
  • Waiving your 14-day right of withdrawal once the download begins

By completing your purchase, you acknowledge and agree to this condition.

4. Exceptions – When Refunds May Be Considered

Although digital products are non-refundable, we may issue a refund in the following cases:

  • You were charged multiple times for the same product
  • The file is corrupted and cannot be opened
  • You are unable to access the download due to a technical error on our side

Before requesting a refund, please contact us so we can attempt to resolve the issue.

We reserve the right to decline refund requests in cases of:

  • Accidental purchases
  • Change of mind
  • Failure to read product description
  • Lack of required software to open PDF files

5. Technical Support

If you experience difficulties accessing or using your digital pattern, please contact us.

We are happy to assist with:

  • Re-sending download links
  • Clarifying pattern instructions
  • Resolving file access issues

6. Processing Approved Refunds

If a refund is approved:

  • It will be issued to the original payment method
  • Processing times depend on your bank or payment provider
  • Thirene is not responsible for bank processing delays

7. Chargebacks

If you initiate a chargeback without contacting us first, we reserve the right to dispute the claim and provide proof of digital delivery.

We encourage customers to contact us directly for quick resolution.

8. Contact Information

For refund-related inquiries, please contact:

Thirene
Email: thirene.ua@gmail.com
Website: https://thirene.com