You have the right to cancel any goods ordered, from the point at which they are ordered, up until the point at which they are despatched. A full refund will be given. As goods in stock are usually despatched the same day they are ordered, please bear in mind that the cancellation period may only be a matter of hours. If goods have been despatched, you may return unwanted items at your own expense and a refund will be provided for the goods.
If you experience any problems with any of our goods, please contact us by emailing firstname.lastname@example.org
Should any goods you receive from us prove to be faulty, we will arrange for a replacement or refund - whichever you prefer. Before returning faulty goods to us, please contact us, and we will arrange to cover the cost of returning the faulty goods.
Should you decide to return any goods which are not faulty, please ensure you return them to us within 30 days. (Please see 'How to return items to us' below.) We will arrange for a full refund of the cost of the goods, providing the items are unused, unopened and in a saleable condition. We will not be able to cover the cost of returning the goods to us.
How to return items to us
When returning any items to us, please pack your items in appropriate packaging and include your original invoice. Please enclose a note to let us know your name, telephone number and whether you would like a refund or an exchange for the items you are returning. If you would like an exchange, please let us know which items you would like to have in place of the items you are sending back.
If you are not able to include your original invoice, please be sure to also include your postcode on your note so that we can find your order on our system.
Please note that it is your responsibility to ensure that the items reach us safely and in good condition. We cannot be held liable for items which are lost in transit. Please therefore ensure that you pack the items safely for shipping, and use either a tracked shipping service or obtain a proof of posting, and send to the following address:
Secret Yarn Stash, Longways, Binsted Road, Blacknest, Alton, Hampshire, GU34 4QD
If you have asked for a refund, we will process this as soon as possible, providing the items are unused, unopened and in a saleable condition.
If you have asked for an exchange, we will despatch the replacement items that you have requested as soon as possible (again, providing that the returned items are unused, unopened and in a saleable condition). If an additional payment needs to be taken (i.e. if these replacement items are higher in value than the items you have returned), we will contact you to arrange this.