Refund policy

REFUND OR CANCELLATION POLICY

Digital and physical products are treated differently when it comes to returns, refunds, and order cancellations on the Crochetree website. Please review the applicable terms below.

Cancel, Return, or Withdraw from an Order

To cancel an eligible order before it has been fulfilled or to request a return after fulfillment, please use our online order portal:

Withdraw, Cancel, or Return an Order:
https://shopify.com/51645251733/account

Sign in using the email address associated with your order and the verification code sent to your email. Select the relevant order and follow the instructions to submit your request. You will receive an email confirming that your request has been received.

Customers in the European Union may also use this portal to exercise their statutory right of withdrawal for eligible purchases. No reason is required when exercising an applicable statutory right of withdrawal.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Digital Products

We have spent thousands of hours developing and refining our patterns, and we hope you will love them.

However, we understand that this may be your first time purchasing from us, and we want you to feel completely comfortable with your purchase. Our Happiness Guarantee therefore covers digital-product orders.

If you are unhappy with an eligible digital pattern for any reason within 60 days of purchase, please submit a request through our online order portal or contact us. We will provide a full refund in accordance with this guarantee.

Digital products include products that can be downloaded or accessed electronically after purchase.

Gift cards, store credit, and any other form of credit that may be redeemed on our website are nonrefundable and not included in the digital-product guarantee, except where otherwise required by applicable law.

Requests concerning digital products may be reviewed manually, particularly when the product has already been downloaded or accessed.

Physical Products

Crochetree wants you to be completely satisfied with your purchase. Eligible physical products are covered by our 60-day money-back guarantee.

The 60-day return period begins on the date the last item in your order is delivered.

To request a return, please submit your request through our online order portal within the applicable return period. After reviewing your request, we will provide return instructions and an RMA number if one is required.

Please include your order information with the returned product so that we can identify and process your return.

Condition of Returned Products

Returned physical products should include the unused portion of the product and should be returned in a condition that allows us to identify and inspect the item.

A skein of yarn may be returned only if at least half of the original skein remains. We cannot provide a refund when less than half of the original yarn remains, except where otherwise required by applicable law or where the product is defective, damaged, incorrect, or not as described.

Return Shipping

For ordinary change-of-mind returns, customers are responsible for arranging and paying for return shipping. We recommend using a trackable shipping service or delivery confirmation, as Crochetree cannot be responsible for returned packages that are lost in transit.

If an item is defective, damaged, incorrect, or not as described, please contact us before returning it. Crochetree will provide appropriate assistance and will be responsible for applicable return costs in those circumstances.

Refund Amounts

Eligible product charges will be refunded in accordance with this policy.

Original shipping and handling charges are generally not refundable unless required by applicable law.

For an eligible European Union statutory withdrawal, we will refund the cost of the least expensive standard delivery method offered for the order. Additional costs resulting from expedited, premium, or upgraded delivery options are non-refundable.

Any discount redeemed at the time of purchase may be adjusted or lose effect when a refund is issued, particularly where the remaining items no longer meet the original discount conditions.

Refund Processing Time

After we receive and inspect an eligible return, please allow approximately seven business days for us to process the refund.

After Crochetree issues the refund, your bank, debit-card provider, credit-card company, or payment provider may require additional time to post the funds to your account. Processing times vary by provider and may take up to seven additional business days or longer.

Order Cancellation Requests

Eligible unfulfilled orders may be submitted for cancellation through our online order portal.

A cancellation request is not automatically approved. If the order has already been fulfilled, shipped, downloaded, accessed, or otherwise processed, it may no longer be possible to cancel it. In that case, the applicable return or refund terms will apply.

We will confirm the outcome of your request by email.

Route Package Protection Claims

The following timeframes apply to orders covered by Route Package Protection.

Packages Marked as Delivered but Not Received

Claims for packages marked as delivered but believed to have been stolen must be filed no earlier than five days and no later than 15 days after the package was marked as delivered.

Orders valued at more than $100 USD may require a police report.

Damaged Packages or Items

Claims for damaged items must be submitted no later than 15 days after the package was marked as delivered.

Photos of the packaging and damaged item are required.

Contact Us

To cancel an eligible order or submit a return request, please use our online portal: