Refund policy
We want you to love your purchase! If something isn't right, we're here to help.
Returns
We accept returns within 14 days of delivery. To be eligible for a return, your item must be:
• Unused and in the same condition that you received it
• In its original packaging
• Returned with proof of purchase
Please note: Personalized or custom-made items are non-returnable unless they arrive damaged or defective.
Digital Products
Due to the nature of digital goods, all sales of digital products are final and non-refundable once the file has been downloaded or accessed. If you experience a technical issue with your download, please contact us and we will do our best to resolve it.
Refunds
Once we receive and inspect your return, we'll notify you by email. If your return is approved, your refund will be processed within 2–3 business days on our end. Please allow an additional 5–10 business days for the credit to appear on your original payment method, depending on your bank or payment provider.
Return Shipping
Buyers are responsible for the cost of return shipping. Please note that returns are shipped back to Ukraine, so we recommend considering this before initiating a return. We recommend using a trackable shipping service, as we cannot guarantee receipt of items returned without tracking.
Lost or Damaged Orders
If your order arrives damaged or is lost in transit, please contact us at candy.yarn.info@gmail.com with your order number and a photo of the damage (if applicable). We will review your case and do our best to make it right, including issuing a refund or replacement where appropriate.
How to Start a Return
1. Contact us at candy.yarn.info@gmail.com with your order number and reason for the return.
2. Wait for our response, we'll confirm return eligibility and send you return instructions.
3. Pack the item securely in its original packaging and include your order number inside the parcel.
4. Ship the item using a trackable shipping method to the return address we'll provide.
We'll keep you updated every step of the way!
