Refund and Returns Policy

HookedOnCrochet.net Return and Refund Policy

We want you to be happy with your HookedOnCrochet.net purchases and course bookings! We strive to be fair and transparent with our refund policy, which is in accordance with your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Section 1: Physical and Digital Goods

1.1 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: Don’t send your purchase back to the manufacturer. Please send returns to: HookedOnCrochet.net 46 Greenvale Road London, SE9 1PD

1.2 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 use 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’ve told us you want 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’ll refund you the price paid for the goods and the standard delivery charges you paid when you placed your order. You’ll be responsible for the cost of returning the item to us (see Section 1.8 Shipping Returns).

1.3 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 isn’t successful, 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’ll cover the reasonable cost of returning the item to us.

1.4 Non-Returnable Items

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

Gift cards
Downloadable digital content (e.g., PDF patterns) – for change of mind.
Certain health and personal care items
Sale items (only regular-priced items may be refunded for change of mind. This doesn’t affect your rights if the sale item is faulty.)

1.5 Partial Refunds (Physical/Digital Goods)

In certain situations, only partial refunds may be granted for physical or digital goods (for non-faulty items):

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

1.6 Refunds Process (Physical/Digital Goods)

Once we receive and inspect your returned item:

We’ll email you to confirm receipt of your item.
We’ll notify you if your refund is approved or rejected.
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.

1.7 Late or Missing Refunds (Physical/Digital Goods)

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’s often some processing time before a refund is posted.
If you’ve done all of this and you still haven’t received your refund yet, please contact us at sylvia@hookedoncrochet.net.

1.8 Exchanges (Physical/Digital Goods)

We only replace items if they’re 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.

1.9 Gifts (Physical/Digital Goods)

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’ll send a refund to the gift giver and they’ll find out about your return.

1.10 Shipping Returns (Physical/Digital Goods)

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’ll be responsible for paying for your own shipping costs for returning your item if you’re 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 won’t be included.
Shipping Costs (Faulty Items): If an item is returned because it’s faulty, unfit for purpose, or not as described, we’ll 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’re returning more expensive items, you might consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we’ll receive your returned item.

Section 2: Workshops and Courses

2.1 General Cancellation by Participant (Group Courses)

More than 14 days before the course start date: You may cancel your booking and receive a full refund.
Between 7 and 14 days before the course start date: You may cancel your booking and receive a 50% refund.
Less than 7 days before the course start date: We’re generally unable to offer a refund, as it becomes difficult to fill the spot at short notice.

2.2 Rescheduling by Participant (Group Courses)

More than 7 days before the course start date: You may ask to reschedule your booking to another available group course of the same type, subject to availability.
Less than 7 days before the course start date: Rescheduling requests may be considered case-by-case but can’t be guaranteed and may include an administrative fee.

2.3 Course Cancellation by Hooked On Crochet (Group Courses)

In the rare event that Hooked On Crochet needs to cancel a group course (e.g., due to insufficient enrollment or instructor illness):

We’ll notify you at least 7 days before the course start date.
You’ll be offered the choice of:
- Transferring your booking to an alternative date for the same course type.
- A full refund of your course fee.

2.4 Special Circumstances for Partial Refunds (Group Courses)

We understand that life can present unexpected challenges. While our standard policy is outlined above, we may consider partial refunds or alternative arrangements under truly exceptional and unforeseen circumstances.

How to Request: If you believe your situation warrants special consideration (e.g., serious illness, bereavement, or other significant unavoidable events), please contact us as soon as possible by emailing sylvia@hookedoncrochet.net with a detailed explanation and any supporting documentation you can provide.
Our Review Process: Each request will be reviewed case-by-case. Our primary aim will be to offer you the chance to transfer your booking to a future group course of the same type once you’re able to attend.
Partial Refund Consideration: If a transfer isn’t feasible or appropriate for your specific circumstances, a partial refund may be offered at our discretion, considering administrative costs and the timing of your cancellation relative to the course start date.

2.5 Course Materials

For courses where materials (e.g., crochet hook, yarn, notebook) are provided at the start of the course, these materials are non-refundable once the course has begun. This does not affect your statutory rights if the materials themselves are faulty.

2.6 Private Session Cancellations

Cancellation up to 4 days prior to session: 50% refund will be made.
Cancellation between 2 and 4 days prior to session: 25% refund will be made.
Cancellation less than 2 days prior to session: No refund will be made (full or in part).

2.7 HookedOnCrochet.net Private Session Cancellation

HookedOnCrochet.net reserves the right to cancel any private session up to 7 days before the starting day. In this event, the session will either be rescheduled OR a full refund will be made.