Refund policy
Refund & Return Policy
We want you to love your yarn and goodies, however if for any reason you’re not completely happy, you have a legal right to change your mind and return online purchases. We offer a 28 day return policy, this means you have 14 days from the date you received your order to request a return, and a further 14 days to return your order.
Eligibility for Returns
To be eligible, items must be:
- In the same condition as received (unused, unwound, and free from odours or pet hair)
- In their original packaging with labels intact
- Accompanied by proof of purchase (such as your order confirmation)
How to Return
To request a return, please email us at hinchcraft@gmail.com. Once approved, we’ll provide you with the return address.
When returning your yarn:
- Re-pack it in the original shipping packaging, or in a waterproof package with labels and tags still attached
- Clearly label the shipment as a return
- Retain proof of postage
Return shipping costs are the responsibility of the customer, and we recommend using a tracked service and retaining proof of postage. Unfortunately, we cannot be responsible for packages lost in transit.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we confirmed receipt of your return, please contact us at hinchcraft@gmail.com.
Exchanges
The easiest way to make an exchange is to return your original purchase. Once it’s accepted, you can place a new order for the item you’d like instead.
Damaged or Incorrect Items
We want you to love what you ordered, and we take great care to ensure everything arrives just as expected. Upon receiving your order, please inspect all items carefully and contact us right away at hinchcraft@gmail.com if anything is damaged, defective, or if you have received the wrong product. We’ll review the issue promptly and do everything we can to make it right as quickly as possible. If the error is on our end, we know mistakes can happen (we’re only human), we’ll fix it immediately at no cost to you.
Non-Returnable Items
Because of the nature of hand-dyed yarn, the following items cannot be returned or refunded:
- Custom-dyed or special-order yarns
- Sale or clearance yarns
- Mystery boxes, surprise skeins, or club memberships
- Digital products (such as patterns)
Please double-check your order before completing your purchase. If you have any questions about colours, bases, or yardage, don’t hesitate to reach out—we’re always happy to help you choose.
Colour Variation
All of our yarns are hand-dyed in small batches. This means that slight variations in colour, tone, or speckling are part of the beauty and uniqueness of each skein. While we do our best to represent colours accurately in photos, differences in monitors, devices, lighting, and dye lots may cause variation. These natural differences are not considered defects and are not eligible for return.
If you have any questions about your order or our return policy, you can always reach us at hinchcraft@gmail.com.