Returns and Refunds
Returns & Refund Policy
We hope you love your new find as much as we loved packing it, but if for any reason it’s not quite right, we’re here to help.
Return Window
We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return.
Under the Consumer Contracts Regulations 2013, UK and EU customers also have a 14-day cooling-off period to cancel their order for any reason.
Eligibility for Returns
To be eligible, your item must be:
- In the same condition that you received it
- Unused, unwashed, and in its original packaging
For hygiene and food-safety reasons, we cannot accept returns for any mugs or plates that have been removed from their sealed protective bag, used, or washed.
Please inspect your order carefully before opening the sealed packaging.
How to Start a Return
To request a return, contact us at kittyyarns@gmail.com with your order number and details.
If your return is approved, we’ll email you the return instructions and a shipping label.
The cost of return postage will be deducted from your refund, unless the item is faulty or damaged.
Original delivery charges are also non-refundable, except where the item arrives damaged or incorrect.
Damages and Issues
Please check your order on delivery and contact us within 48 hours if an item is defective, damaged, or incorrect.
We’ll review the issue and make it right as quickly as possible.
Exceptions / Non-Returnable Items
We can’t accept returns for:
- Items removed from sealed packaging (for hygiene reasons)
- Used, washed, or visibly handled products
- Sale or discounted items
Exchanges
We don’t offer direct exchanges. If you’d like a different item, please return your original order for a refund and place a new order for the item you’d like instead.
Refunds
We’ll notify you once your return has been received and inspected.
If approved, your refund will be processed to your original payment method within 10 business days.
Please allow extra time for your bank or card provider to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at kittyyarns@gmail.com
Cancellation Rights
Under the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving the goods and receive a full refund, provided items are returned unused and in original condition.
Refunds include the standard delivery charge only when the item is faulty, damaged, or incorrect.