Refund policy

Please select your purchases carefully, as a full refund or exchange will only be offered on faulty products or items incorrectly sent.

Please note that every effort has been made to ensure a reasonable accuracy in the colour and texture of all products, but due to differences in individual devices and monitors, we cannot guarantee that a colour on your screen will be an exact match to the product. If the colour varies slightly from the image this is not considered to be a fault.

Please keep in mind that hand dyed yarns are individually unique, and variations can occur between and within dye lots. We have provided, where possible, images of individual skeins as well as a group of skeins of the same colour to provide an indication of the variation you can expect for that particular colour. With hand dyed yarns there is no guarantee of a definite colour match. Please also note that dyelots can vary with all yarns, so if you are wishing to match a particular dye lot, please email us at hello@thekraftymobile.com.au to check whether we have stock of the particular dyelot before ordering.

Please note that knots in balls of yarn is not considered a fault. The industry standard is that three knots within one ball is considered acceptable. Also note, for those yarns containing long meterage, knots are expected and are unavoidable. If there is an unreasonable amount of knots within one ball of yarn please email us directly to discuss the matter. 

Please note that any item made from timber products are handcrafted or are made from materials sourced from nature, so will vary slightly in colour and timber grain. Images provided for these items, such as (but not exclusively) timber yarn bowls, timber yarn caddies, timber yarn swifts and winders, plus bamboo or timber knitting needles and crochet hooks, are an indication of the appearance of the item, however, individual items are unique, and may vary slightly from provided images. This variation is natural, and is not considered to be a fault. Likewise, handcrafted items are unique - no two will be exactly the same. Slight variations will exist and this is not considered to be a fault.

KnitPro offer a one year guarantee for manufacturing faults on their products, which does not include damage caused by undue stress or misuse of a needle or hook. So, for example, if your dog chews a needle, or you sit on a timber hook and it breaks, this will not be considered a fault! For their policy please visit their site .

If you simply change your mind, purchase the wrong item or too much of a particular item, a refund or exchange is not available. Please visit the Australian Office of Fair Trading guidelines for further information.

To be eligible for a return, your faulty or incorrect item must be in the same condition that you received it, with tags, and with its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@thekraftymobile.com.au.

If your return is accepted due to product fault or incorrect item sent, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@thekraftymobile.com.au.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please document any damage to the parcel (including a photo if possible), and contact us immediately via email at hello@thekraftymobile.com.au. Replacement merchandise, where available, will be sent at no additional cost. Where replacement stock is not available a full refund to your credit card or Paypal account will be issued.

Our parcels are sent via Australia Post e-parcel. All care is taken in packing and shipping your order, however we are not responsible for lost packages or if an incorrect delivery address was supplied at the time of ordering. In the unlikely event of your parcel going missing you will need to contact Australia Post directly.

Unfortunately, we cannot accept returns on gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thekraftymobile.com.au.