Overview

In accordance with EU consumer protection regulations, you have the right to cancel your order within 14 days without giving any reason (the “cooling-off period”). This cancellation period expires 14 days after the day you received your goods.

To exercise your right of cancellation, you must inform us of your decision to cancel this contract by a clear statement (e.g., a letter sent by post or email to info@hollywool.eu). You may use the attached model cancellation form, but it is not obligatory.

Products Eligible for Return

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 with all tags and labels intact.

Products Not Eligible for Return

According to EU regulations, certain products cannot be returned:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
  • Goods made to your specifications or clearly personalized
  • Gift cards
  • Digital products after you have started the download or accessed the content
  • Sealed audio, video or computer software, if unsealed after delivery

Partial Refunds

In some situations, only partial refunds may be granted:

  • Yarn with visible signs of use
  • Printed patterns with signs of use
  • Any item not in its original condition, damaged or with missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery without prior agreement

Return Process

To start your return process:

  1. Contact us at info@hollywool.eu to notify us of your return
  2. We will provide return instructions and address information
  3. Pack the product securely in appropriate packaging
  4. Include your order number and return reason

We recommend using a tracked shipping service for all returns.

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.

Refunds

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days from the day we receive the returned goods.

The refund will include the cost of the product and standard delivery charges (if applicable). However, if you chose an enhanced delivery option, we will only refund the standard delivery cost.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again
  2. Contact your credit card company; it may take some time before your refund is officially posted
  3. Contact your bank; there is often some processing time before a refund is posted
  4. If you’ve done all of this and you still have not received your refund, please contact us at info@hollywool.eu

Sale Items

Only regular priced items may be refunded in full. Sale items may be returned only if they are defective.

Exchanges

We replace items if they are defective or damaged upon receipt. If you need to exchange an item for the same item, please email us at info@hollywool.eu for instructions.

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.

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 be notified about your return.

Shipping Returns

To return your product, please contact us in advance for return instructions.

You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error (you received an incorrect or defective item).

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

For items of higher value, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without proof of shipment.

Need Help?

Contact us at info@hollywool.eu for questions related to refunds and returns.

Your Statutory Rights

This policy does not affect your statutory rights. For more information about your statutory rights, contact your local consumer advice center or EU consumer rights organization.