Refund policy

Thank you for shopping with us and we hope you are happy with your purchase!

We want to make sure everything is clear and easy for you, so we've explained our refund policy below. Your satisfaction is really important to us, so please take a moment to read through our policy to make your shopping experience as smooth as possible.

Defective Items

In the case of defective items, we will be happy to replace them or refund the purchase price. If you believe your item is faulty, please contact us or visit us in-store.

Knots in Yarn: Knots in balls of yarn are not considered a fault. The industry standard is that 3 knots in a ball are acceptable. If you find an unacceptable number of knots in your yarn, please contact us directly to discuss.

KnitPro Guarantee: KnitPro offers a 1-year guarantee for manufacturing defects on their products. This covers manufacturing faults such as a rough tip and not simply a snapped needle from undue stress. For full details, please see KnitPro's Replacement Policy.

Hand-Dyed Yarn: With Manos del Uruguay and other hand-dyed yarn, the colour may differ slightly from the image; it is not considered a fault. Due to the process of hand-dyeing, colours will vary across batches. All images are to be used as a colour reference only.

Non-Defective Returns

If you simply change your mind, purchase the wrong item, or purchase too many items, we do not offer a refund. Please visit the Office of Fair Trading website for more details.

Yarn Returns: For yarn, we can supply you with a store credit note as long as it is accompanied by proof of purchase within 365 days, the yarn is in its original unused condition, and still stocked in our stores. This yarn can be returned to any of our stores.

Needles, Hooks, and Accessories: For knitting needles, crochet hooks, and accessories, we can supply you with a store credit note as long as it is accompanied by proof of purchase within 7 days.

Non-Returnable Items: We do not offer return or exchange on patterns, sale items, cut fabrics, or consignment products unless faulty. We cannot accept yarn returns if it has been wound from a skein into a ball.

Return Process

Return postage is the responsibility of the customer, and products should be accompanied by a copy of the original receipt together with your contact details. We cannot accept any liability for returned goods lost or damaged in transit and recommend using a recorded delivery service.

Please note that returns can only be processed when accompanied by the store docket/receipt.

Gift Vouchers

Gift vouchers are not redeemable for cash, and any returned item purchased using a voucher will be onto a new voucher.

Shipping

We use Australia Post e-parcel, and while all care is taken, we cannot be held responsible for lost or uninsured packages or if an incorrect delivery address was supplied at the time of order. For further information, please read our Shipping Policy.

Price and Colour Disclaimer

All prices advertised on the website and written material are in Australian dollars and are subject to change without notice. It's impossible to guarantee an accurate colour display for every computer monitor, so if you're unsure, we recommend you visit our shop to inspect the yarn personally.

If you have any questions about this policy, please email us or visit us in one of our stores.