Refund policy

At Prime Thread Co., we understand that children's clothing needs to do more than look good. Boys' underwear and matching clothing sets are part of everyday life—worn during school days, weekend activities, family outings, travel, play, and quiet days at home. Comfort, fit, cleanliness, and dependable quality therefore matter at every stage of the shopping experience.

Our Return and Refund Policy is designed to make the process clear when a product does not work as expected. Whether you received the wrong size, an item arrived damaged, or you simply changed your mind, the following terms explain how returns and refunds are handled.

This policy applies to purchases made through https://www.primethreadco.site/ and is administered by TGH BILLING SERVICE, INC.

1. Eligibility for Returns

Subject to applicable law, customers may request a return within 30 calendar days from the date the order is delivered.

To qualify for a standard return, merchandise should generally satisfy all of the following conditions:

The item has not been worn.
The item has not been washed or laundered.
The merchandise is free from stains, odors, pet hair, cosmetics, detergent residue, or other signs of use.
Original tags and labels remain attached where applicable.
The item has not been altered, repaired, embroidered, personalized, or otherwise modified.
The product is returned with its original packaging where reasonably possible.
The customer can provide an order number or other reasonable proof of purchase.
The return request is submitted within the applicable return period.

Because Prime Thread Co. sells boys' underwear, hygiene and sanitation are especially important. Underwear and other intimate apparel that has been worn, washed, or otherwise used generally cannot be accepted as a change-of-mind return, except where a defective, damaged, incorrectly supplied, or legally protected return right applies.

2. Size and Fit Considerations

Children grow quickly, and sizing can sometimes be difficult to predict.

Customers should carefully review the available size information before purchasing. If a garment does not fit because the wrong size was selected, the item may qualify for a standard return only if it remains unused, unwashed, and otherwise eligible.

For example, if a boys' clothing set is ordered in the wrong size but remains completely unworn with its tags intact, the customer may contact us regarding a return.

If the garment has already been worn or washed, a standard size-related return may not be available.

3. Hygiene Requirements for Boys' Underwear

For health and hygiene reasons, underwear that has been worn or washed generally cannot be returned simply because the customer changed their mind.

This restriction does not eliminate rights relating to merchandise that is defective, materially damaged, incorrectly shipped, or otherwise subject to a remedy under applicable law.

Customers who believe an underwear product has a manufacturing defect should contact us promptly rather than laundering or altering the item.

4. How to Request a Return

Before shipping an item back, contact:

[email protected]

Please include:

Customer name.
Order number.
Product name.
Size and quantity.
Reason for the return.
Photographs when the item is damaged, defective, or incorrect.

We may request photographs or additional information to determine the appropriate resolution.

Customers should wait for return instructions before sending merchandise to an address other than the designated return address.

5. Damaged, Defective, or Incorrect Merchandise

We want every package to arrive ready for use.

If an item arrives damaged, defective, or materially different from what was ordered, please notify us within 7 calendar days after delivery, where reasonably possible.

Helpful documentation may include:

A photograph of the product.
A photograph of the packaging.
A photograph of the product label or size tag.
A description of the problem.
Your order number.

Examples may include:

A garment arriving with a significant manufacturing defect.
A clothing set containing an incorrect item.
A materially different size or product being shipped.
Significant damage occurring before or during delivery.

After reviewing the circumstances, we may offer an appropriate remedy, including replacement, refund, or another solution permitted by applicable law.

6. Change-of-Mind Returns

If you ordered a boys' outfit and later decide that another style would work better, or you selected the wrong size before the garment was worn, you may contact us regarding a return.

For eligible change-of-mind returns:

The customer is responsible for return shipping costs.
The product must remain unused and unwashed.
Original tags should remain attached where applicable.
The merchandise must pass the applicable return inspection.
Original shipping charges, if any, may not be refundable.

This provision is particularly important for underwear and other garments that come into direct contact with the body.

7. Return Shipping

For an approved change-of-mind return, the customer is generally responsible for the cost of shipping the merchandise back.

If we determine that the product was defective, materially damaged before delivery, or incorrectly supplied, we will provide an appropriate return solution consistent with the circumstances and applicable law.

We recommend using a trackable shipping method when returning merchandise.

Prime Thread Co. is not responsible for merchandise lost during a customer-arranged return shipment before it reaches the designated return destination, except where applicable law provides otherwise.

8. Refund Processing

After an approved return is received, the merchandise will be reviewed.

Approved refunds will generally be initiated within 5–10 business days after receipt and inspection.

Refunds are normally issued to the original payment method.

The time required for a financial institution or payment provider to display the refund may vary.

If a refund does not appear after the applicable processing period, customers should first check with the payment provider or financial institution and may then contact us for assistance.

9. Exchanges

Customers who need another size or another eligible item may contact us to ask whether an exchange is available.

Exchanges depend on inventory availability.

If the requested replacement is unavailable, we may offer another appropriate resolution, including an eligible refund.

For children's apparel, customers should not send a worn or washed garment back merely for a size exchange.

10. Order Cancellation

If you need to cancel an order, contact us as quickly as possible.

We will make reasonable efforts to accommodate cancellation requests received before fulfillment or shipment.

Once an order has been dispatched, cancellation may no longer be possible. In that situation, the customer may need to follow the applicable return process.

Cancellation cannot be guaranteed after fulfillment has begun.