Refund policy
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, not as described on our website, or does not match your order, please contact us as soon as possible. We will offer a full refund, replacement, or repair at your choice (for major failures) or at our choice (for minor failures). We will cover all return shipping costs for faulty or incorrect items.
Change of Mind
We do not offer refunds or exchanges for change of mind. However, if you contact us within 14 days of receiving your order and the items are unused, unopened, and in their original saleable condition, we will accept them for exchange or store credit at our discretion. The customer is responsible for return shipping costs in this situation.
Items Not Eligible for Change-of-Mind Returns
The following items cannot be returned for change of mind:
- Patterns and books (unless faulty or not as described)
- Opened or used yarn, needles, and tools
- Digital downloads
How to Request a Return
Please contact us via our Contact Us page or call (03) 9822 6231 to arrange a return. Please include your order number and a description of the issue. Do not send items back without contacting us first.
Refund Processing
Refunds will be processed to your original payment method within 5–10 business days of receiving the returned item. Store credits do not expire.