Refund Policy

Refund Policy - The Basics

We want you to love your handmade crochet items as much as we loved making them. If something’s not quite right, we’re here to help.

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You can return items within 14 days of receiving your order, in line with UK consumer law. To be eligible:

• Items must be unused, in original condition, and in original packaging.

• You must provide proof of purchase (order number or receipt).

• Custom or personalised/bespoke items (e.g. made-to-order pieces) are non-returnable, unless faulty.

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Faulty / Damaged Items:

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with a photo and description. We’ll offer a replacement, repair, or full refund—whichever we decide is most appropriate.

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Returns & Refunds:

To start a return, email us at HookedOnThreadery@outlook.com with your order number and reason for return. We’ll guide you through the process and provide a return address.

We recommend using a tracked service for peace of mind, as we can’t be responsible for items lost in transit.

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Once we receive and inspect your return, we’ll notify you and if accepted the process of your refund will be conducted within 5–7 business days. Refunds are issued to your original payment method only.

Please note:

• Shipping costs are non-refundable unless the item was faulty.

• You are responsible for return postage unless the item was damaged or incorrect.

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Exchanges:

We currently do not offer direct exchanges. If you’d like a different item, please return your original and place a new order.

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This policy does not impact or affect your statutory rights under UK law. For more information, visit UK Government’s Consumer Rights page.