Refund Policy

I want you to be satisfied with your order, and I'm happy to accept returns if you change your mind once you receive your order. I understand that yarn can look and feel different in real life compared to on screen.

Here is how to return yarn:

  1. You must contact me within 14 days of receipt of your order to tell me you would like to return it.
  2. Pack your undamaged, unused and resaleable yarn either in the original packaging, or appropriate new packaging. It must be free of scent or animal hair.
  3. You MUST include a note detailing your order number and the email address used when placing the order.
  4. Ship items back to me within: 30 days of delivery.
  5. Please send all returns to:
    Martin's Lab Sp. z o.o.
    ul. Wojska Polskiego 2
    87-152 Zamek Bierzgłowski
    Poland
  6. Please don’t post your package without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.. It is YOUR responsibility to ensure returned items come back to me. In the event of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until a refund is issued. 

Please note:

  • Items returned from outside the EU must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT.
  • We can only accept your return if you are the person who placed the original order.

 

Damages and issues
Please inspect your order upon reception 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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Shipping on Refunds
Unless the refund or exchange is because of a fault we have made, shipping costs will not be refunded or covered by Martin's Lab.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you do not follow these terms your return will not be accepted and goods may be returned to you.