Refund policy

Last updated 4 October 2026

This policy explains exactly what you can cancel, what you can return, what you get back, and how long you have.

Cancelling Before Dispatch

If your order has not shipped yet, you can cancel it at any time before it is dispatched and get a full refund, no reason needed, no restocking fee. Email hello@stitchcam.shop with your order number and we will cancel it and refund you to your original payment method.

Once your order has been dispatched, the 30 day return window below applies instead.

30 Day Return Window

You have 30 days from the date your order is delivered to request a return for a refund. The delivery date is taken from the carrier's tracking confirmation. Requests made after the 30 day window has closed cannot be accepted.

To be eligible for a change of mind refund, your StitchCam must be:

• Unused, unwashed, clean and free of pet hair, makeup and odors;
• Returned complete, with its tags and anything else that came in the package;
• In its original packaging where possible.

Opening the parcel, trying the headphones on and switching them on to check the fit is fine. Once a StitchCam has been used day to day, scratched, wet or damaged it cannot be returned for a change of mind.

How to Request a Refund

Email hello@stitchcam.shop with your order number and the reason for the return. We reply to every email within 24 hours, seven days a week. We will confirm your return in writing and send you the correct return address.

Please do not send anything back before you have received a return address from us. Items returned to an unconfirmed address, or without a return authorisation, may not be traceable to your order and may not be refundable.

Return Shipping

Where the return is a change of mind, including headphones that fit differently than you pictured, you pay the return postage and the StitchCam must come back unused with its charging cable and box.

We recommend a tracked service, as we cannot issue a refund for a parcel that never reaches us.

Where the StitchCam arrived damaged or faulty, or is not the item you ordered, we cover the return cost, and in most cases we will not ask you to send it back at all, as set out below.

Damaged or Faulty StitchCam

If your StitchCam arrives damaged, it will not heat, the controller or cable is faulty, or it is not the item you ordered, email us at hello@stitchcam.shop within 14 days of delivery with your order number and a photo or short video of the problem.

We will send a replacement StitchCam free of charge, and you will not need to return the original. Where you prefer a refund instead of a replacement, we will refund you in full.

Warranty

Every StitchCam is covered by a 12 month warranty from the date of delivery against manufacturing faults in its camera, speakers, battery, buttons and charging cable.

Customers who added the Lifetime Warranty at checkout are covered against the same manufacturing faults for as long as they own the StitchCam, with no time limit. The Lifetime Warranty is tied to the original order and the original purchaser and is not transferable.

Warranty claims are handled by replacement, not refund. To claim, email hello@stitchcam.shop with your order number and photos or a short video showing the fault. We will send a replacement StitchCam. We do not need the faulty one back unless we specifically ask for it.

The warranty does not cover: drops, crushing or chewing by pets; submerging it in water (it is splash and sweat resistant, not waterproof for swimming); damage from heat or fire; headphones that have been opened, modified or repaired; or normal wear such as scuffs and fading from everyday use.

Refund Processing

Approved refunds are issued to your original payment method within 5 business days of your return arriving back with us or, for problems handled without a return, within 5 business days of your claim being approved. Your bank or card issuer may take a further 3 to 10 business days to show the money in your account, which is outside our control. We cannot refund to a different card, account or payment method than the one used to place the order.

Refunds cover the price of the item. Where the original order qualified for free shipping, no shipping is deducted.

Shipping Protection, Skip The Line and Lifetime Warranty are optional add on services. Where the whole order is refunded, they are refunded with it. Where you keep the StitchCam, they are not separately refundable once the order has shipped, as they have already been performed.

Exchanges and Colours

Want a different colour? The fastest route is to request a refund under this policy and place a new order. Tell us in your email and we will prioritise the refund so you are not out of pocket for long.

Not sure which colour to choose? Email us before you buy and we will tell you honestly.

Order Changes

If you need to change the colour or shipping address on your order, email us as soon as possible. While your order has not shipped we can change almost anything on it. Once it has shipped, the carrier controls the parcel.

Items Not Eligible for Return

• Items reported outside the 30 day window;
• A StitchCam that has been used day to day, wet, scratched or damaged, for a change of mind;
• Damage caused by pets, including chewing;
• The Mystery Box, for a change of mind;
• Items returned without a return authorisation from us.

Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under the consumer law of your own country, including the Australian Consumer Law. Where local law gives you a longer cancellation or return period than this policy, that longer period applies.

Contact

StitchCam, hello@stitchcam.shop. We answer every email within 24 hours, seven days a week.