Online Returns Policy
Your Right to Cancel
When you buy from us online, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. This is your legal right under the EU Consumer Rights Directive. International customers outside the EU are offered a 20-day window from receipt as a goodwill gesture.
To exercise your right to cancel, please contact us by email or phone before the end of the 14-day period. You do not need to give a reason.
Once you have notified us, you must return the goods within 14 days. Items must be unused, in their original condition, and suitable for resale.
Return Postage
Return postage is at your expense and must be sent using a tracked courier, postal, or parcel service. Please contact us before sending any return.
Refunds
We will process your refund within 14 days of receiving your returned goods, or within 14 days of you providing us with proof of return postage, whichever is earlier. Refunds are made using the same payment method as your original purchase.
Your refund will include the standard outbound delivery charge you paid at checkout. If you selected a more expensive delivery option such as express delivery, only the equivalent standard delivery cost will be refunded. Where only part of an order is returned, the outbound delivery charge will be refunded on a pro-rata basis relative to the number of items returned.
Undelivered Orders
If your order is returned to us undelivered — for example, marked "Not Collected" by the carrier — we will issue a refund less all associated outbound and return carriage costs and any payment processing fees incurred.
Errors and Shortages
Any errors or shortages must be reported to us within 7 days of receiving your delivery.
Faulty or Non-Conforming Goods
You are protected by a minimum two-year legal guarantee on all goods. If items you receive are not of satisfactory quality, do not match their description, or are not fit for purpose, you are entitled to a repair, replacement, or — where neither is possible — a full or partial refund. Where goods are confirmed as faulty, we will provide a prepaid return label at no cost to you and offer a replacement or full refund on receipt.
Items Not Eligible for the 14-Day Cancellation Right
The following are not covered by the cooling-off right:
- Special orders and custom-labelled products — goods made to your specification or clearly personalised
- Digital pattern downloads — where you expressly agreed at the point of purchase that downloading begins immediately and that you thereby waive your right of withdrawal
All other items we sell — including books, physical patterns, needles, hooks, buttons, accessories, and sale items — may be returned unused and in their original condition within 14 days of receipt. The fact that an item was purchased at a sale price does not affect your right to return it.
Please note that we reserve the right to make a deduction from your refund if returned goods show evidence of use or handling beyond what would be reasonably necessary to inspect them.
Springwools Shop Returns Policy
In addition to your Statutory Rights, we're happy to accept returns within 30 days of purchase, provided yarn is unused, and we still have the same dye lot in stock. We offer an exchange or credit note for such returns.
Please keep your receipt. Without it, we can't verify the price you paid and so can only offer an exchange/credit to the value of the item's lowest recent sale price. Sorry!
We cannot accept returns of yarn quantities over one kilo, buttons, books, patterns, needles, sale items, or special orders.
Returns, Exchanges and Refunds are not available on Sale, Reduced or Discontinued price items.