Woolhaven Return Policy
Last updated: 13 August 2024
Returns
Our return policy lasts 7 days from the date you receive your order. If more than 7 days have passed since delivery, unfortunately we cannot offer a refund or exchange.
To be eligible for a return, your item must:
- Be unused
- Be in the same condition that you received it
- Be in the original packaging with labels intact
You may also request a full refund before your order has been shipped.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Non-Returnable Items
The following items cannot be returned or refunded:
- Gift cards
- Knitting or crochet patterns
- Crochet hooks, knitting needles, looms, and other tools
- Sale or clearance items
Partial Refunds (If Applicable)
Partial refunds may be granted in the following cases:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
- Any item returned more than 14 days after delivery
Refunds
Once your return is received and inspected, we will notify you via email that we have received your returned item.
We will also inform you whether your refund has been approved or rejected.
If approved, your refund will be processed and applied to your original method of payment within several working days.
Late or Missing Refunds
Refunds may take 3–12 working days after processing to appear in your bank account.
If you have not received your refund, please contact us at:
orders@woolhaven.co.za
or through our website contact form.
Sale Items
Only regular-priced items may be refunded.
Sale or clearance items cannot be returned or refunded.
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange an item for the same product, please contact us at:
You will receive instructions on where to send your item.
Yarn Colour Disclaimer
Every effort is made to accurately display the true colour of yarn on our website.
However, colours may vary due to:
- Screen differences between devices
- Lighting
- Production dye lots
For this reason, items cannot be returned or exchanged based on colour preference or mismatch. We encourage customers to carefully review colour selections before placing an order.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the item has been received.
If the item was not marked as a gift, the refund will be issued to the original purchaser.
Shipping Returns
Customers are responsible for return shipping costs. Shipping costs are non-refundable.
If a refund is approved, the cost of return shipping may be deducted from the refund amount.
If your order originally qualified for free shipping, the cost of delivery to you and the return shipping may be deducted from your refund.
Shipping times for exchanged products may vary depending on your location.
International Orders
International orders may be returned at the buyer’s expense.
If you request an exchange, both the return shipping and re-delivery shipping costs will be the responsibility of the buyer.
Refunds are processed through our payment gateway. If the payment gateway does not allow a refund, a store credit or coupon will be issued for use on the Woolhaven website.