Refund policy
Returns
We accept returns of unwanted items in accordance with the following policy.
Our policy lasts 30 days. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging including ties and ball bands. Please do not try and return yarn that has been hand wound or caked, unless this was the condition in which you received it.
If your item is faulty, or you have received the wrong item, please get in touch right away so that we can arrange for a refund or replacement.
We do not routinely offer refunds for yarns which bleed, as a small amount of bleeding is to be expected with hand dyed yarns. Please Contact Us if your yarn is bleeding and we can advise you further.
Additional non-returnable items:
- Gift cards, Custom dyed yarn
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If the item is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note that this can take a while to show up, but do get in touch if you have any concerns.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please use the Contact Us page to get in touch and we will advise you further.
Due to the nature of hand dyed and handmade items, we cannot guarantee that we will be able to offer exchange for an identical item. We will liaise with you about your return & exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, please Contact Us for details.
You will be responsible for paying for your own shipping costs for returning your item and the cost to ship the new item to you. Shipping costs are non-refundable. If you are returning items internationally please clearly mark the item as "returned merchandise" in order to ensure that customs charges are not incurred. We are not responsible for customs charges on returned items if marked incorrectly.
In the case of incorrect or damaged items, we will pay all shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
European Union 14 day cooling off period (Right of Withdrawal)
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without a justification. As above, your item must be in the same condition that you received it, unwound and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please use the self-service returns link at the bottom of the page labelled "EU Right of Withdrawal" or contact us at info@castleviewyarns.com or via the "Contact Us" page also found at the bottom of the page.
Refunds will be processed within 14 days of receiving the returned goods. Please note that the customer is responsible for return shipping costs. We recommend a tracked a service to ensure your item reaches us correctly.
Please note that custom dyed yarns are excluded from this policy.