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return policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (ie: no pet hairs, broken bands, caked skeins, etc).

Several types of goods are exempt from being returned;

- Sale items

- Gift cards

- Downloadable products

- Pre-Orders

- Club subscriptions

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us before you have contacted us.

There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition is damaged or missing parts for reasons not due to our error.

Refund after return:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.

Late refunds:

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@undercoverotter.com.

Sale items:

Only regular priced items may be refunded, sale items will not be refunded.

Exchanges:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us first. Since our yarn and fibers are one of a kind items we can not assure you 100% that we have your desired item in stock. Send us an email at info@undercoverotter.com and we will provide you with the steps to resolve the issue.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Return Shipping:

You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We only accept tracked return shipments.

If you are returning an item over €50, you should opt for insured shipping. The risk involved with choosing uninsured shipping is for the customer. 

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