Return / Exchange Policy
New and unused products purchased may be returned to us within 30 days from the date on your sales receipt. Products returned within 21 days may be subjected to a 10% restocking fee. Products returned after 21 days but within 30 days from the date on your sales receipt may be subjected to a 25% restocking fee. No returns will be accepted and no refunds will be made after 30 days from the date on your sales receipt.
Products that are determined to be defective or damaged must be returned within 60 days of receipt for a refund or replacement. Approval for the return must be obtained prior to shipping the product(s) back to us. Defective or damaged products that are returned to us after 60 days from the date on your sales receipt will not be refunded or replaced. Yarns that are mishandled or are tangled due to customer error or lack of proper handling equipment (such as a yarn swift) would not be eligible for a refund or replacement.
You will be responsible for all shipping charges incurred for returning the products back to us unless it is for an incorrectly filled order or for a defective or damaged product. No refunds will be made on shipping and handling charges unless it is for an incorrectly filled order, or if the product has been determined to be defective or damaged. For returned products that had been shipped to you free, the original shipping and handling charges incurred in shipping the product to you will be deducted from your refund.
If a refund is approved, we reserve the right, at our discretion, to provide credit in the form of a store credit or a cash credit back to the original method of payment.
Items returned must be accompanied by the original packaging and materials. Items must be in NEW and UNUSED condition. Only yarn with labels intact may be returned. Yarns that have been unskeined and wound into balls, or with labels removed will not be accepted for return. All returns will be inspected prior to credit being issued. Credit will be issued for the purchase price of the item(s) returned minus the restocking charge. Shipping costs are not refundable.
When returning a product, all parts, pieces, accessories, manuals, warranty information, and printed materials must be in their original packaging with the product in order to be eligible for refund. Closeouts, custom orders, special orders and personalized items are not returnable.
The following products are not returnable and will not be refunded if returned to us:
- No returns on books and patterns.
- All products on sale, close-outs, custom/special orders, personalized items and discontinued yarns are NOT returnable and will NOT be refunded in the event they are shipped back to us.
- Denise Interchangeable Knitting Needles, Companion Sets, Cords and additional needles are not returnable.
If you would like to exchange an item(s) for a different variation, e.g. color, dye lot, size, you will be responsible for shipping the item(s) back to us. New shipping costs will be charged for the exchange order. If the exchange order is more than the returned item, you will be billed for the difference, and if it is less, you will receive a refund.
Please ship returns to:
1320 Tall Maple Loop
Oviedo, FL 32765
If you still have questions, please feel free to contact us at any time with your questions or comments.