Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and unwound (i.e. still in a skein), with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@thepurlbox.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You will be responsible for shipping costs for returns unless we determine that an exception applies as outlined below.

You can always contact us for any return question at info@thepurlbox.com.

Defects and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or if you receive the wrong item, so that we can evaluate the issue and make it right.  Payment of return postage for these items will be payable by The Purl Box if accepted.

As per our shipping policy, we are not responsible for damage caused or occurred while in transit.

Exceptions / non-returnable items
We cannot accept returns for custom-dyed yarn.  We will not refund or exchange simply for change of mind.  Please note that due to the hand-dyeing process – colour differences within dye-lots will not be considered to be a fault in the yarn. We will do our best to supply skeins within a batch and matching as much as possible wherever possible – so please let us know if this is what you need.  Where yarns have a dye lot we display this on our site along with quantities available.
Please also be aware that different computer monitors/devices may display colours differently.  We try very hard to photograph our yarns accurately.  We will not accept returns or refund moneys if the colour is not what you expected.

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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.

All returns are at the discretion of The Purl Box, unless required under Australian Law.