Refund policy

Return and 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 returns and 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 faulty or defective items, we will be happy to offer a replacement, full refund, store credit or exchange, provided the item is returned with proof of purchase (digital or printed receipt) within a reasonable timeframe. Please endeavour to notify us as soon as you notice a fault.

For online orders, customers may be asked to provide photos of the issue so we can assess the fault. Depending on supplier requirements, we will advise whether the item needs to be returned. If a return is required for a faulty item, we will cover the cost of return postage.

Knots in Yarn: Knots in balls of yarn are not considered a fault. The industry standard is that up to three knots per ball is acceptable. If you believe there is an excessive number of knots, please contact us 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 snapped needles caused by undue stress. For full details, please see KnitPro’s Replacement Policy.

ChiaoGoo Guarantee: Every ChiaoGoo product purchased through an authorised ChiaoGoo dealer carries a lifetime guarantee against manufacturing defects. This guarantee does not cover general wear, misuse or damage caused by improper handling.

Hand-Dyed Yarn: With Manos del Uruguay and other hand-dyed yarns, colour variation between skeins or batches is a natural part of the dyeing process and is not considered a fault. Product images are provided as a colour reference only.

Change of Mind Returns (Non-Defective Items)

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

For online orders, customers are responsible for the cost of return postage for change-of-mind returns.

The following items may be returned for store credit or exchange only, provided they are unopened, unused, in original condition with all packaging and tags intact, and accompanied by proof of purchase:

Within 7 days of purchase:

  • Books and magazines (provided there is no damage to pages or spine)

Within 30 days of purchase:

  • Individual knitting needles and crochet hooks

  • Pre-cut fabric packs

  • Buttons, safety eyes, kilt pins, beads and sew-in labels

  • Wool wash, dyes and glues

  • Crafting kits (embroidery, cross stitch, tapestry, felting, spinning, weaving)

  • Felt, roving and sliver packs

  • Other craft equipment and tools (e.g. small notions, sewing needles, Ashford items, embroidery hoops, lamps, ball winders, swifts)

Within 60 days of purchase:

  • Re:Designed products (bags, cases, leather goods)

  • Ceramic yarn bowls

  • Knitting needle and crochet hook sets (not individual needles, hooks or accessories)

This 60-day return period also applies to similar high-value gift items, except for clearance items, which are not returnable. Customers who purchased these items prior to 28 November 2025 may have been advised of a different return timeframe; these will be reviewed on a case-by-case basis.

Within one year of purchase:

  • Yarn (excluding discontinued or clearance yarns)

  • Embroidery threads (excluding discontinued or clearance threads)

Non-Returnable Items

The following items cannot be returned for change of mind:

  • Digital patterns

  • Single pattern pamphlets

  • Discontinued, ex-display or clearance items

  • Fabric purchased by the metre

  • Yarn that has been wound from a skein into a ball

Return Process

Returned items must be accompanied by proof of purchase and your contact details. We recommend using a tracked delivery service, as we cannot accept responsibility for items lost or damaged in transit.

Returns can only be processed when accompanied by the original receipt or store docket.

Gift Vouchers

Gift vouchers are not redeemable for cash. Any returned item purchased using a gift voucher will be issued onto a new voucher.

Shipping

We use Australia Post e-Parcel. While all care is taken, we cannot be held responsible for lost or uninsured parcels, or deliveries affected by an incorrect address supplied at checkout. For further information, please refer to our Shipping Policy.

Price and Colour Disclaimer

All prices are listed in Australian dollars and are subject to change without notice. Colour representation may vary between screens, so if colour accuracy is important, we recommend visiting one of our stores to view items in person.

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