Refund and Returns Policy - Yarn, Learn, Your Turn!

We want you to be happy with your HookedOnCrochet.net purchases! Please review our policy below for returns, refunds, and cancellations. This policy is in accordance with your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. General Return Policy (Change of Mind)

Timeframe: You have 30 days from the date of purchase to return an item for a refund or exchange if you’ve simply changed your mind. After 30 days, we cannot offer a refund or exchange for a change of mind.
Eligibility: To be eligible for a return, your item must be:
- Unused
- In the same condition you received it
- In its original packaging
Proof of Purchase: A receipt, bank statement, or email confirmation of purchase is required to complete your return.
Where to Send: Do not send your purchase back to the manufacturer. Please send returns to: HookedOnCrochet.net 46 Greenvale Road London, SE9 1PD

2. Online Orders: 14-Day Cooling-Off Period (Consumer Contracts Regulations 2013)

For items purchased online, you have an additional right to cancel your order for any reason within 14 days from the day you receive your goods (or the last item if delivered separately).

How to Cancel: To exercise this right, you must inform us of your decision to cancel by a clear statement (e.g., an email to sylvia@hookedoncrochet.net).
Return Period: Once you have informed us of your wish to cancel, you have a further 14 days to return the goods to us.
Refund for Cooling-Off Period: If you cancel your order under these regulations, we will refund you the price paid for the goods and the standard delivery charges you paid when you placed your order. You will be responsible for the cost of returning the item to us (see Section 9).

3. Faulty or Not As Described Items (Consumer Rights Act 2015)

Your legal rights under the Consumer Rights Act 2015 apply if your goods are faulty, not fit for purpose, or not as described. These rights are separate from our general return policy and the 14-day cooling-off period.

Within 30 Days: If your item is faulty, unfit for purpose, or not as described within 30 days of purchase, you have the right to a full refund.
After 30 Days (Up to Six Months): If a fault develops after 30 days but within six months of purchase, we generally have one opportunity to repair or replace the item. If the repair or replacement is unsuccessful, or if it’s not possible, you may be entitled to a refund (which may be reduced for any use you’ve had of the goods). The burden of proof is on us to show the item wasn’t faulty when sold.
After Six Months (Up to Six Years): If a fault develops after six months, you may still be entitled to a repair or replacement, but you would need to prove that the fault was present at the time of purchase.
Return Shipping for Faulty Items: If an item is found to be faulty, unfit for purpose, or not as described, we will cover the reasonable cost of returning the item to us.

4. Non-Returnable Items

The following items are exempt from being returned (unless faulty):

Gift cards
Downloadable software products
Certain health and personal care items
Sale items (only regular-priced items may be refunded for change of mind. This does not affect your rights if the sale item is faulty.)

5. Partial Refunds

In certain situations, only partial refunds may be granted:

Products with obvious signs of use (for non-faulty items).
Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery for a change of mind.

6. Class Cancellations

Our policy for canceling classes is as follows:

Cancellation 4 days or more prior to class: 50% refund.
Cancellation between 2 and 4 days prior to class: 25% refund.
Cancellation less than 2 days prior to class: No refund (full or partial).
HookedOnCrochet.net Class Cancellation: We reserve the right to cancel any class up to 14 days before the start date. If we cancel a class, it will either be rescheduled or you will receive a full refund.

7. Refunds Process

Once we receive and inspect your returned item:

We will email you to confirm receipt of your item.
We will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of the refund approval.

8. Late or Missing Refunds

If you haven’t received your refund, please follow these steps:

First, check your bank account again.
Then, contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sylvia@hookedoncrochet.net.

9. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sylvia@hookedoncrochet.net and send your item to: HookedOnCrochet.net, 46 Greenvale Road, London, SE9 1PD.

10. Gifts

Gift shipped directly to you: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Gift shipped to the giver: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

11. Shipping Returns

Return Address: To return your product, you should mail your product to: HookedOnCrochet.net 46 Greenvale Road London, SE9 1PD
Shipping Costs (Change of Mind/General Returns): You will be responsible for paying for your own shipping costs for returning your item if you are returning it due to a change of mind (including under the 14-day cooling-off period). Shipping costs for these returns are non-refundable. If you receive a refund, the cost of return shipping will not be included.
Shipping Costs (Faulty Items): If an item is returned because it is faulty, unfit for purpose, or not as described, we will cover the reasonable cost of return shipping.
Delivery Time: Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Trackable Shipping: If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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June 2025