Refund policy
At Active Thread Hub, we believe accessories are more than finishing touches. They are small details that help express individual taste, complement everyday outfits, and bring personality to special occasions. We want every customer to feel confident when selecting jewelry and accessories from our collection.
We understand that online shopping sometimes comes with unexpected differences in preference, fit, appearance, or product expectations. This Return and Refund Policy explains how returns are requested, which conditions apply, and how eligible refunds are handled.
This policy applies to purchases made through:
https://www.activethreadhub.shop/
Our business is operated by:
PLJ FAMILY, LLC
4406 Highland Park
Sarasota, FL 34235
United States
Contact Person: CHRISTOPHER ALAN HIBBARD
Customer Service Email: [email protected]
1. Return Eligibility and Timeframe
We generally accept eligible return requests within 30 calendar days after the date of delivery.
The return period begins when the merchandise is delivered to the shipping address provided at checkout.
Customers are encouraged to inspect their purchases promptly after arrival, including checking product appearance, quantity, components, closures, clasps, and other relevant features.
If an item arrives damaged, defective, incomplete, or materially different from its description, please contact us as soon as reasonably possible.
2. General Conditions for Returns
To qualify for a standard return, merchandise should generally satisfy the following conditions:
- The item is unused and in its original condition.
- The product has not been altered, resized, repaired, or modified.
- There are no visible signs of excessive wear.
- The merchandise is free from stains, scratches caused by use, odors, or other damage.
- Original packaging is included whenever reasonably available.
- Any accompanying accessories, protective components, tags, or product materials are returned.
- The purchase can be identified through an order number or other reasonable transaction information.
Reasonable inspection of a product to determine its appearance and suitability will not, by itself, automatically disqualify an otherwise eligible return.
3. Jewelry and Personal Accessories
Because jewelry and personal accessories are frequently worn close to the skin, we apply reasonable condition and hygiene standards to returned products.
Items that have been extensively worn, damaged, modified, or returned in an unsuitable hygienic condition may not qualify for a standard change-of-mind return.
Examples may include:
- Earrings or other intimate-wear accessories showing signs of use;
- Jewelry with missing stones or components;
- Products with broken or altered clasps resulting from customer handling;
- Accessories with substantial scratches or other wear;
- Items exposed to chemicals or cleaning substances that materially affect their condition; and
- Products that have been resized, engraved, or otherwise customized, where applicable.
These restrictions do not eliminate any applicable rights concerning merchandise that arrives defective, damaged, incorrectly supplied, or not as described.
4. Damaged or Defective Products
We understand that jewelry and accessories often contain delicate components. A damaged clasp, missing decorative element, broken chain, or other product defect can significantly affect the usefulness of an item.
If your product arrives damaged or appears defective, please email:
Include the following information:
- Your order number;
- Your name;
- The product name;
- A description of the problem;
- Photographs showing the issue, when possible; and
- Photographs of the shipping packaging if transportation damage is suspected.
After reviewing the circumstances, we may offer an appropriate remedy, including a replacement, refund, or another reasonable resolution.
5. Incorrect or Missing Merchandise
If you receive an item different from what you ordered, or if an order arrives with missing merchandise, contact us promptly.
Please identify the item ordered, the item received, and the quantity involved.
Photographs and order documentation may help us verify the issue and determine the appropriate corrective action.
Where the discrepancy results from our fulfillment error, we will work toward a reasonable resolution consistent with applicable law.
6. How to Initiate a Return
To request a return, contact our customer service team at:
Please use the subject line:
Return Request – Order Number
Include:
- Full name;
- Order number;
- Product name;
- Purchase date;
- Reason for the return; and
- Supporting photographs, if applicable.
Please wait for return instructions before sending merchandise to the business address. A designated return procedure may be provided depending on the product and circumstances.
7. Return Shipping Costs
For returns requested because of a change of mind, preference, accidental purchase, or similar customer-related reason, the customer may be responsible for return shipping costs.
Where an item is confirmed to have arrived defective, damaged, or incorrectly supplied, we will determine an appropriate shipping arrangement and remedy.
We will not impose return costs where applicable law requires the seller to bear those costs.
8. Refund Eligibility
Once an eligible return has been received and inspected, we will determine whether the refund conditions have been satisfied.
Approved refunds will generally be issued to the original payment method.
Refunds may include the eligible purchase price of the returned merchandise. Original shipping charges, if any, may be treated separately according to the reason for return and applicable legal requirements.
9. Refund Processing Time
After an approved refund has been initiated, the time required for funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
We do not control the processing schedules of these independent institutions.
If a refund appears to be delayed, please contact us so that we can confirm whether the refund has been initiated successfully.
10. Partial Refunds
Where permitted by applicable law, a refund may be adjusted when returned merchandise has been materially used, altered, damaged, or returned with substantial missing components.
Any assessment will take into account the actual condition of the product and the circumstances of the return.
11. Exchanges
If you wish to exchange an item for another available accessory, please contact us.
Exchanges depend on current inventory and product availability.
If the requested replacement is unavailable, we may offer an eligible refund or another mutually appropriate solution.
12. Order Cancellation
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before the order enters fulfillment.
Once an order has been packed or shipped, cancellation may no longer be possible. In that situation, the applicable return procedure may be used instead.
13. Product Care and Customer Responsibility
Jewelry and accessories may be sensitive to moisture, perfumes, cosmetics, chemicals, friction, and improper storage.
Customers should follow any care instructions supplied with their products.
Unless specifically indicated otherwise, avoid assuming that an accessory is waterproof, tarnish-proof, hypoallergenic, or suitable for prolonged exposure to water or chemicals.
Damage resulting from improper care or use may affect eligibility for a standard return.
14. Consumer Protection
This policy is intended to provide a clear and reasonable return process without restricting rights that cannot lawfully be waived.
Florida's Deceptive and Unfair Trade Practices Act addresses unfair or deceptive practices in trade or commerce. Our customer-service and refund procedures are intended to operate consistently with applicable consumer-protection requirements.
15. Contact Information
For return, refund, exchange, or product-quality questions:
PLJ FAMILY, LLC
4406 Highland Park
Sarasota, FL 34235
United States
Contact Person: CHRISTOPHER ALAN HIBBARD
Email: [email protected]