Returns, refunds
& order policy.

1. Order Cancellation

• Orders for ready-to-ship products may be cancelled before the order is accepted by The Yarn Side.
• Once an order has been accepted, production has begun, or the order has been shipped, cancellation is no longer available.
• For made-to-order or customised products, cancellation is permitted only before the order is accepted and production begins. Once materials have been allocated or work has started, the order cannot be cancelled.

2. Refund for Cancelled Orders

• If an eligible order is cancelled before it is accepted by The Yarn Side, a full refund will be issued to the original payment method.
• Refunds will be initiated within 5–10 business days after the cancellation is approved. The actual time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

3. Cancellation by The Yarn Side

We are committed to fulfilling your orders within the estimated timeframe. However, in exceptional circumstances, we may need to cancel an order due to reasons such as product availability, inability to fulfil a custom request, or other unforeseen circumstances.

If The Yarn Side cancels your order, you will receive a full refund of the amount paid.

4. Orders That Have Already Been Shipped

Once an order has been shipped, it cannot be cancelled. If you have an issue with an order after delivery, please refer to our Return & Exchange Policy below.

5. Additional Queries

For any questions regarding cancellation or refunds, please contact us through the details provided in our Reach Out to Us section. Please include your order number and the relevant details so that we can assist you promptly.

1. General Returns

We currently do not accept returns for change of mind, personal preference, accidental orders, or minor handmade variations.

This includes differences in:

• Colour appearance due to lighting or screen settings
• Stitching and yarn texture
• Minor differences in size or dimensions
• Placement or shape variations that are natural to handmade products

Such variations are a normal characteristic of handmade crochet and are not considered defects when the product is materially consistent with its listing.

2. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or materially different from what was ordered or agreed, please contact us within 48 hours of delivery.

To raise a claim, you must provide:

• Your order number
• Clear photographs of the product and the issue
• An uncut, continuous video of the package being opened and the product being unboxed

The unboxing video must be continuous and unedited, starting before the package is opened and continuing until the product has been completely removed and inspected.

Claims submitted without the required unboxing video may not be eligible for a replacement, exchange, or refund.

3. Resolution for Approved Issues

For a verified damaged, defective, or incorrect product, The Yarn Side may offer:

• A replacement of the product, or
• An exchange, where applicable, or
• A refund to the original payment method.

The appropriate resolution will depend on the nature of the issue and product availability.

If the issue is caused by The Yarn Side or the product arrives damaged or incorrect, we will bear the applicable return or replacement shipping cost.

4. Custom & Personalised Products

Custom and personalised orders require full payment in advance before production begins.

As these orders are created specifically according to the customer’s requirements, the payment allows us to purchase the required materials and begin work on the requested product.

Once the materials have been purchased or production has started, custom and personalised orders cannot be cancelled, returned, or exchanged due to change of mind, preference, colour choice, size preference, or other personal reasons.

Before production begins, we will confirm the relevant details such as design, colour, dimensions and other customisation requirements wherever applicable.

If a custom or personalised product arrives damaged, defective, or materially different from the specifications agreed upon, please contact us within 48 hours of delivery along with the required unboxing evidence, and we will work with you to resolve the issue.

5. Returns Due to Customer Preference

We currently do not accept general returns for change of mind, personal preference, accidental orders, or minor handmade variations.

However, in exceptional cases, The Yarn Side may, at its discretion, consider a return request where the issue is not caused by The Yarn Side.

If a return is approved:

• The return will be arranged at the customer’s expense.
• A nominal return/pickup and re-shipping charge will apply.
• The applicable charges will be communicated to the customer before the return is processed.
• The return will only proceed after the customer agrees to the applicable charges.
• The product must be returned in its original condition and must not have been used, washed, altered, or damaged.