Refund policy

Thank you for shopping at CottonLoops. We want you to feel confident when purchasing our colorful yarn, crafting materials, accessories, and related products.

This Return and Refund Policy explains the conditions and procedures for returning an item, requesting a refund, reporting a damaged or incorrect product, or cancelling an order placed through cottonloops.shop.

By placing an order with CottonLoops, you acknowledge that you have reviewed and agreed to this policy.

1. 30-Day Return Policy

CottonLoops offers eligible customers a 30-day return period.

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

Returns requested after the 30-day period may not be accepted unless required by applicable consumer protection law.

2. Return Eligibility

To qualify for a return, the product must:

• Be returned within 30 days of delivery;
• Be unused, unworn, unwashed, and unaltered;
• Be in its original condition;
• Include the original packaging, labels, accessories, and documentation;
• Be free from stains, odors, pet hair, smoke exposure, or other signs of use;
• Be accompanied by valid proof of purchase.

For yarn and thread products, the original wrapper, label, or packaging must remain intact. Yarn that has been unwound, cut, washed, used, knitted, crocheted, or otherwise altered may not be eligible for return.

CottonLoops reserves the right to inspect returned products before approving a refund.

3. Free Returns

We offer free return shipping for eligible returns approved under this policy.

Customers must contact us before returning any item. Once a return is approved, we will provide the available return instructions and, where applicable, a prepaid return shipping label.

Items returned without prior authorization may be refused, delayed, or returned to the sender.

Free return shipping does not apply when:

• A customer returns an item without contacting us first;
• An item does not meet the eligibility requirements;
• An incorrect or incomplete return address is used;
• A customer refuses delivery without authorization;
• The product has been used, altered, damaged, or improperly packaged by the customer.

4. How to Request a Return

To request a return, contact us at:

Email: support@cottonloops.shop
Phone: +1 (250) 788-6555

Please include:

• Your full name;
• Your order number;
• The email address used for the purchase;
• The item or items you wish to return;
• The reason for the return;
• Clear photographs if the item is damaged, defective, incomplete, or incorrect.

Our customer support team will review your request and normally respond within 1–3 business days.

Do not mail an item to our business address unless our support team has confirmed that it is the correct return location.

5. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

Contact us as soon as possible if:

• The item arrived damaged;
• The item has a manufacturing defect;
• You received the wrong product, color, quantity, or variation;
• Parts or accessories are missing;
• The package appears to have been damaged during transportation.

Please report these issues within 7 days of delivery whenever reasonably possible and include clear photographs of:

• The product;
• The shipping package;
• The shipping label;
• The damaged or incorrect area;
• All items received in the package.

After reviewing the evidence, we may offer an appropriate resolution, including:

• A replacement;
• A reshipment of missing items;
• A partial refund;
• A full refund;
• Another solution agreed upon with the customer.

Do not discard damaged products or packaging until your claim has been reviewed.

6. Non-Returnable Items

The following items may not be eligible for return unless they arrived defective, damaged, or incorrect:

• Yarn, thread, or fabric products that have been opened, cut, unwound, washed, or used;
• Customized, personalized, or made-to-order products;
• Clearance or final-sale products clearly identified as non-returnable;
• Gift cards;
• Digital products or downloadable materials;
• Products returned without their original packaging;
• Products damaged through misuse, improper storage, neglect, or unauthorized modification;
• Items that present hygiene or contamination concerns after being opened.

Nothing in this section limits any non-waivable rights available under applicable consumer protection law.

7. Color and Product Appearance

We make reasonable efforts to display product colors and details accurately. However, actual colors may vary slightly because of:

• Screen settings;
• Device displays;
• Lighting conditions;
• Photography;
• Manufacturing or dye-lot differences.

Minor variations in shade, texture, size, weight, or packaging that do not materially affect the intended use of the product are not normally considered defects.

For yarn projects requiring several balls or skeins, customers should order the required quantity at the same time whenever possible, as dye-lot variations may occur.

8. Exchanges

We do not guarantee direct exchanges because product availability may change.

The fastest way to obtain another product, color, or variation is generally to:

1. Request a return for the original eligible item; and
2. Place a new order for the preferred item.

Where practical, our support team may help arrange a replacement without requiring a separate purchase.

9. Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow:

• Up to 5–10 business days for CottonLoops to inspect and process an eligible return after receipt; and
• Additional time for your bank, card issuer, or payment provider to post the refund.

Original shipping fees are not applicable because CottonLoops provides free standard worldwide shipping. Optional expedited shipping charges, if offered and selected, are generally non-refundable unless the service was not provided as promised.

10. Partial Refunds

A partial refund may be issued when:

• An item is returned with missing packaging or accessories;
• The product shows handling beyond what is reasonably necessary to inspect it;
• Only part of a bundle or set is returned;
• A minor defect does not prevent reasonable use and the customer accepts a partial refund;
• A promotional discount must be recalculated after part of an order is returned.

We will explain any proposed deduction before completing the refund.

11. Bundles, Gifts, and Promotional Offers

If an order includes a bundle discount, free gift, quantity discount, or promotional item, all qualifying products may need to be returned to receive a full refund.

If only part of the promotional order is returned, the remaining items may be repriced at their regular individual prices, and the refund may be adjusted accordingly.

Free promotional gifts must be returned in unused condition unless otherwise confirmed by us.

12. Order Cancellations

Contact us immediately if you need to cancel or modify an order.

We will make reasonable efforts to help, but cancellation is not guaranteed after an order has entered processing, fulfilment, or shipment.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

13. Refused or Unclaimed Deliveries

Customers are responsible for monitoring tracking information and collecting packages when required.

If an order is returned because it was:

• Refused without authorization;
• Not collected;
• Sent to an incorrect address supplied by the customer;
• Undeliverable due to missing address information;

we will contact the customer after the package is returned to us or our fulfilment partner.

Any refund or reshipment will be assessed based on the circumstances and applicable law.

14. Lost Return Packages

Customers must use the return method provided or approved by our support team.

CottonLoops is not responsible for unauthorized returns sent to an incorrect location or for return packages shipped without valid tracking when tracking was reasonably available.

Please retain your return receipt and tracking information until your refund is completed.

15. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback or payment dispute. We are committed to reviewing concerns fairly and providing an appropriate solution.

Initiating a chargeback does not automatically cancel an order or remove the customer’s responsibility to return delivered products when required.

16. Consumer Rights

This policy provides contractual benefits offered by CottonLoops and does not exclude, restrict, or replace any mandatory rights available under applicable consumer protection law.

17. Contact Us

For questions about returns or refunds, contact:

CottonLoops
5409 Hillside Ave NW
Chetwynd, BC V0C 1J0
Canada

Email: support@cottonloops.shop
Phone: +1 (250) 788-6555
Website: cottonloops.shop