Returns & Refunds Policy

Last updated: 2 October 2026 · Applies to Forge listings and custom jobs ordered on thespoollist.com, web.app and the iOS / Android apps

In short: every item on The Spool List is made and sold by an independent maker. Returns are agreed between the buyer and the maker. The Spool List runs the marketplace and holds your payment through Stripe until delivery is confirmed. If something goes wrong, raise it in the in-app dispute tool before you confirm delivery, and we decide how the held funds are released.

1. Who you're buying from

The Spool List operates the marketplace only. Each item is made and sold by an independent maker, who is an independent contractor as described in our Terms of Service. The Spool List is not the seller, manufacturer or shipper of any item and does not take possession of items at any point.

2. Returns are agreed between buyer and maker

Each maker decides whether they accept returns or exchanges. Any return terms — including eligibility, who pays return shipping and any restocking charge — are agreed directly between the buyer and the maker in the order thread.

Because items are custom or made to order, returns for a change of mind are not accepted unless the maker states otherwise.

The Spool List does not accept returns, does not process return shipping, and is not responsible for a maker's return decisions.

3. Payment protection (what The Spool List does)

Our role is limited to the funds held through our payment partner, Stripe, for that order. Payment is held until the buyer confirms delivery or the dispute window shown on your order closes. For Forge listings, the hold period is shown at checkout (currently 7 days from purchase).

If your item arrives damaged, is defective, is materially not as described, or is not delivered, raise it through the in-app dispute tool (or in My Jobs on web.app) before you confirm delivery and within the dispute window shown on your order. The Spool List may then decide how the held funds are released: to the maker, partly returned to the buyer, or fully returned to the buyer.

Once the funds are released — because delivery was confirmed or the dispute window closed without a dispute — The Spool List has no further obligation to refund. Any later remedy is a matter between the buyer and the maker.

4. Cancellations

Cancellations are agreed between the buyer and the maker. If both agree to cancel before the funds are released, the held payment can be returned to the buyer.

5. How refunds of held funds are paid

Where held funds are returned to a buyer, they go back to the original payment method through Stripe. The time it takes to appear on your statement depends on your bank or card issuer.

6. Limits of our responsibility

The Spool List's total responsibility for any order is limited to facilitating the dispute process and directing the release of the funds held for that order. The Spool List is not liable for the quality, fitness for purpose, safety or delivery of any item, or for a maker's return terms.

Payments made outside The Spool List are not protected.

Nothing in this policy limits rights you have under applicable consumer law.

7. Contact and Terms

Questions about a return, refund or dispute: [email protected]. This policy forms part of our Terms of Service. If this policy conflicts with the Terms, the Terms apply.