Return & Refund Policy

Last updated: September 30, 2026

Kathwool sells downloadable crochet patterns and, while our store transitions, may also offer physical products. Please check each product page before ordering. The rules below distinguish digital files from items shipped to you. This policy applies to orders placed on or after the date above; for an earlier order, contact us if you need the terms provided at purchase. Nothing in this policy limits rights that cannot be excluded under applicable law.

Digital PDF patterns

A listing marked as a digital download is for the pattern files described on its product page. It is not a finished blanket, curtain, flower, yarn, kit, or other physical item. No parcel will be shipped for a digital-only order.

Once a digital file or download link has been supplied or accessed, we generally cannot accept a change-of-mind return or exchange of that file, where applicable law permits. If your download has not yet been supplied, contact us promptly at support@kathwool.com with your order number to request cancellation. We cannot guarantee cancellation after digital fulfillment begins.

If a link is missing or does not work, or the file is corrupt, incomplete, materially different from the listing, or the wrong file, email us with your order number and a description or screenshot of the problem. Please do not share the purchased file publicly. We will investigate and, as appropriate, restore access, supply a corrected file, or offer a refund or other remedy. Contact us as soon as you notice the issue; a delay in reporting does not remove any mandatory consumer right.

Accidental duplicate purchases are reviewed individually. If you purchased the same pattern twice, contact us promptly with both order numbers; we will check whether a duplicate download was supplied or accessed and what remedy is appropriate.

For customers with a statutory right to withdraw from a digital-content purchase, that right is affected only where the legal conditions for an exception have actually been met, including any required express consent to immediate supply and acknowledgement of loss of the withdrawal right. This policy does not treat the act of purchasing, by itself, as that consent or acknowledgement. Contact us if you wish to exercise an applicable right.

Physical products, where offered

For an eligible physical item, you may request a return within 30 days after delivery. The item should be unused, unworn, unwashed, unaltered, and in the condition received, with its original packaging and components, unless the item is defective or applicable law provides otherwise. Include your order number or other proof of purchase.

To request a return, email support@kathwool.com with your order number, the item, and the reason. Wait for approval and the correct return address before sending anything. The business address on our contact page is not an automatic return address. If approved, ship the item within 14 days after we provide instructions and keep the tracking receipt.

For a change-of-mind return, the customer pays return shipping and related customs charges unless applicable law provides otherwise. Original or expedited shipping charges are not refunded unless the return is due to our error or the law requires it. We do not charge a general restocking fee.

Personalized or made-to-order goods, gift cards, store credit, and items explicitly marked Final Sale may be ineligible for change-of-mind returns where law permits. A discount alone does not make an item Final Sale. If a physical item arrives damaged, defective, incomplete, or incorrect, contact us promptly with your order number, photographs of the item and packaging, and a description. We will provide an appropriate repair, replacement, refund, or other remedy and cover reasonable return shipping when we require a return for our error.

Order changes, refunds, and help

For a physical order, request a change or cancellation as soon as possible, preferably within 24 hours. We cannot guarantee changes after production, processing, or dispatch. Once dispatched, an eligible physical item follows the return process above. For digital orders, the digital-file rules above apply instead of a 24-hour cancellation window.

When a refund is approved, we issue it to the original payment method. For a physical return, we normally make the decision after receiving and inspecting the item. We aim to issue approved refunds within 5–10 business days; your payment provider may take longer to post the credit. If more than 15 business days have passed since we confirmed issuance, contact us.

Direct exchanges are not always available. For a digital file problem, contact us for a corrected file or other remedy. For an eligible physical item, we may ask you to return it and place a new order.

For questions, cancellation or withdrawal requests, or a refund issue, email support@kathwool.com with your order number and the email used at checkout.