Refund policy

Return & Refund Policy

Last updated: August 29, 2026

We hope every Kathwool piece feels right in your space. If something is not right with your order, this policy explains return eligibility, non-returnable items, damaged or incorrect orders, return shipping, exchanges, and refund timing.

30-Day Return Window

You may request a return within 30 days after the order is delivered. A return request submitted after this 30-day period is not eligible unless applicable law requires otherwise.

To qualify for a return, the item must:

Be unused, unworn, unwashed, unaltered, and undamaged.
Be in the same condition in which it was received.
Include the original packaging, tags, labels, accessories, instructions, and any other components supplied with the product.
Be accompanied by a valid order number or other proof of purchase from Kathwool.

Items returned without prior approval may not be accepted or refunded.

Non-Returnable Items

The following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

Customized, personalized, or made-to-order products.
Digital crochet patterns, tutorials, downloads, or other digital products after delivery or access.
Gift cards and store credit.
Products clearly marked “Final Sale” at the time of purchase.
Items that have been used, washed, altered, damaged after delivery, or returned without their original packaging and components.

A discounted item is not automatically a Final Sale item. It is non-returnable only when the product page or checkout clearly identifies it as Final Sale.

How to Request a Return

Email support@kathwool.com within 30 days of delivery.
Include your order number, the item you want to return, and the reason for the return.
Wait for return approval and the applicable return instructions.
After approval, pack the item securely and send it using a trackable shipping service.

Do not send a return to the address printed on the original parcel without authorization. The approved return location may be different from the original shipping address. Depending on the product and order, the designated return location may be in China or another location provided by Kathwool.

Approved returns should be shipped within 14 days after we provide the return instructions. Please retain the shipping receipt and tracking number until the return has been completed.

Return Shipping Costs

For change-of-mind returns, including returns relating to color preference, size preference, or an item no longer being wanted, the customer is responsible for return shipping costs and any related customs or handling charges.

Original shipping charges and expedited shipping charges are non-refundable unless the return is caused by an error by Kathwool or applicable law requires otherwise.

If Kathwool confirms that an item was damaged, defective, missing, or incorrectly shipped, we will provide an appropriate resolution and cover reasonable return shipping costs when a return is required. Please do not pay to return a damaged or incorrect item until we have provided instructions.

Damaged, Defective, Missing, or Incorrect Items

Please inspect your order promptly after delivery. If an item is damaged, defective, missing, or different from what you ordered, contact support@kathwool.com within 72 hours of delivery.

Please include:

Your order number.
A clear description of the issue.
Photographs or video showing the item and the issue.
Photographs of the external packaging and shipping label.

Keep the item and all packaging until we complete our review. After verification, we may provide a replacement, replacement part, refund, store credit, or another appropriate resolution.

Because many Kathwool products are handmade, minor variations in shape, stitching, positioning, or color may occur. These natural variations are not considered defects when the item remains materially consistent with its product description and photographs.

Refunds

After an approved return reaches the designated return location, we will inspect it. We will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method, normally within 5–10 business days after inspection. Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.

The refunded amount covers the approved returned merchandise, less any non-refundable shipping charges, customs costs, or other deductions expressly described in this policy. We do not charge a general restocking fee.

If more than 15 business days have passed since we confirmed that a refund was issued, contact us at support@kathwool.com.

Exchanges

Because Kathwool ships internationally and product availability can change, we cannot guarantee direct exchanges. Contact us first if you would like a different item or variant.

When a direct exchange is unavailable, the fastest option is to return the eligible original item and place a new order after the return is approved. Any price difference and new shipping charge will apply to the replacement order.

Order Changes and Cancellations

If you need to change or cancel an order, please submit your request within 24 hours after placing the order. Cancellation requests are reviewed individually and are not guaranteed. We may be unable to approve a cancellation if the order has entered production, processing, fulfillment, or has already been dispatched. Handmade, customized, personalized, and made-to-order products may not be cancellable after production begins.

After an order has been dispatched, it cannot be cancelled and must follow the applicable return process after delivery.

Refused and Undeliverable Packages

If a package is refused or returned because of an incorrect address, unpaid customs charges, or unsuccessful delivery attempts, any original shipping charge, return shipping cost, customs charge, or handling cost may be deducted from the available refund.

Gifts

Refunds are normally issued to the original payment method used for the order. If an eligible item was purchased as a gift and a refund to the original payment method is not appropriate, contact us to ask whether store credit is available.

Consumer Rights

This policy does not limit any mandatory consumer rights that apply under the law of your place of residence. Where applicable law provides rights that are more favorable than this policy, those rights will apply.