Refund policy
Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To initiate a return, please contact us at hello@yarnsbymounttibby.co.nz with your order number and details of your return request. Returns will only be accepted once approved by our team. Items sent back to us without prior authorisation will not be accepted.
To be eligible for a return, your item must:
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Be in its original condition, unused & unwashed.
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Include all original packaging and tags.
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Be accompanied by a receipt or proof of purchase.
Once your return is approved, we will provide you with the return shipping details and instructions. Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
Damages and Issues
Please inspect your order upon arrival and contact us immediately at hello@yarnsbymounttibby.co.nz if the item is defective, damaged, or if you received the wrong item. We’ll review the issue and work to resolve it promptly.
Exceptions / Non-Returnable Items
We only accept returns on a case-by-case basis. Certain items cannot be returned, including:
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Custom or personalised products (such as special orders or made-to-order items)
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Sale or discounted items
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Gift cards
If you’re unsure about whether your item qualifies for return, please contact us before purchasing.
Exchanges
The quickest way to receive the item you want is to return your approved item and place a new order once your return has been accepted.
Refunds
Once we’ve received and inspected your return, we’ll notify you if your refund has been approved. Approved refunds will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@yarnsbymounttibby.co.nz