LEGAL
Return and Refund Policy
At The Red Thread, every detective mystery is carefully designed as a unique, one-time investigative experience. Once a case has been opened and explored, its surprises, clues and solutions can no longer be restored to their original state. For this reason, all purchases are considered final.We encourage you to review your order carefully before completing your purchase. However, if your order arrives damaged, defective or incorrect, we’re committed to making it right.
Damaged, Defective or Incorrect Orders
If your order arrives damaged during transit, contains manufacturing defects or you receive an incorrect product, please contact us within 48 hours of delivery.To help us investigate your request as quickly as possible, please include:
*Your order number
*Clear unboxing video
*Photographs of the outer packaging
*A brief description of the issue
Our team will carefully review every request and respond as soon as possible.
Items not eligible for returns
To preserve the integrity of every mystery experience, we cannot accept returns or exchanges for Opened or used detective cases, unless they arrive damaged or incorrect.
Replacement Policy
If, after reviewing your request, we determine that your product is damaged, defective or incorrect, we will arrange a replacement at no additional cost to you.Our goal is to ensure that every customer receives the complete experience exactly as it was intended.
Refund Policy
Due to the one-time nature of our detective mystery experiences, we generally do not offer refunds once an order has been placed.
Order Cancellations
Orders may only be cancelled before they have been packed and dispatched. Once an order has entered the fulfilment process or has been shipped, cancellation requests cannot be accommodated.If you wish to cancel an order, please contact us as soon as possible after placing it.
Contact us
If you have further questions regarding return or refund and cancellation , please contact us at : theredthreadsupport@gmail.com