https://www.knitfactory.nl/customer-service/making-returns/_463___29_GB

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Making Returns

Is your package or product damaged, does it not meet your expectations, would you rather exchange it, or are you dissatisfied for any other reason? We're sorry to hear that. We will take care of it for you as soon as possible.

14-day trial period

You'll always have a 14-day withdrawal period, from the moment that you or a third party (e.g. your neighbours) have received the order. During that period, you can return the products without stating a reason (right of withdrawal). Although you are not obligated to do so, we ask you to notify us about your return shipment beforehand, so we can more speedily process it. After withdrawal, you have 14 days' time to return the product to us. The costs of the return shipment are at Knit Factory's expense.

The withdrawal period expires 14 days after the day that:

  • you have received the product
  • you have received the last article in your order, which consists of several articles and deliveries

Returning product(s)

When returning the product, make sure that it's:

  • complete;
  • unused and in new condition;
  • properly packaged, preferably in its original packaging.

In case of a package, we recommend you keep the proof of shipping until you have received your refund.

Exchanging product(s)

If you wish to exchange one or several products, you can make use of the right of withdrawal. Return the product as described above and place a new order. Please note that you will be charged shipping costs if the new order is below the minimum amount.

Settlement of shipping costs for return shipments

Would you like to return part of your freely shipped order? If so, shipping costs may be charged.

Example: In Germany, orders from €60 are supplied free of charge. If you return part of your order and the part you keep has a value below €60, then the shipping costs are settled. Say you ordered for €65 and return for €20, then the part you keep has a value of €45. This is lower than the minimum order amount. The money that is transferred back to you is then €38,05 (€45 minus €6,95 shipping costs).

Wrong shipment or damaged products

Have we sent you the wrong product? Or is the product damaged? Then please inform our customer service within 14 days after delivery. In that case we will send you the correct or replacement article as soon as possible. Of course, you won't have to pay shipping costs in that event.

Payment obligation

If you make use of your right of withdrawal, you will not lose your payment obligation. However, you do need to pay within the set payment term. 

As soon as we've received your return shipment, you will receive your refund within 5 office days.

If you keep part of your order, the shipping costs will be at your own expense.

Have you paid with a coupon? We do not refund the value of the coupon in money. You will then receive store credit, which you can spend again in our web shop.

Free returns within the Netherlands

Knit Factory refunds the shipping costs for return shipments within the Netherlands. We’ll explain how this works in the explanation about our return process.

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