Refund policy
REFUND AND RETURNS POLICY
Knitten
Last updated: 27 September 2026
This policy sets out your rights when you buy from Knitten. Nothing in it
affects your statutory rights under UK consumer law.
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1. YOUR RIGHT TO CANCEL - 14 DAYS
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Under the Consumer Contracts (Information, Cancellation and Additional
Charges) Regulations 2013, you may cancel your order for any reason within
14 days of the day you receive it. You do not need to give us a reason.
To cancel, email knittenart@gmail.com with your order number and the words
"I wish to cancel". You may use the model cancellation form at the end of
this policy, but you don't have to.
Once you've told us you're cancelling, you have a further 14 days to send
the item back to us.
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2. RETURN POSTAGE
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You are responsible for the cost of returning an item to us when you
cancel an order under section 1. We recommend a tracked service - until
the item reaches us it remains your responsibility, and we cannot refund
an item we don't receive.
This does not apply to faulty, damaged or incorrectly described items
(section 4) or to items we sent in error, where we pay return postage.
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3. CONDITION OF RETURNED ITEMS
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Please return items unworn and in the condition you received them, with
any tags and packaging.
You are entitled to handle an item as you would in a shop - trying it on
your cat to check the fit is fine. If an item is returned in a condition
beyond that, showing wear, pet hair beyond normal handling, damage,
stretching or soiling, we may reduce your refund to reflect the loss in
value. We will always tell you if we intend to do this, and why, before
issuing the refund.
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4. FAULTY, DAMAGED OR INCORRECT ITEMS
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Under the Consumer Rights Act 2015, goods must be of satisfactory quality,
fit for purpose and as described.
Within 30 days of delivery - you may reject a faulty item and receive a
full refund.
Within 6 months - if a fault appears, you may ask for a repair or
replacement. If that isn't possible or doesn't fix the problem, you're
entitled to a refund.
Up to 6 years - you may still have a claim if the item was not of
satisfactory quality when sold.
If your hat arrives damaged, faulty or is not the item you ordered, email
knittenart@gmail.com with your order number and a photo within 14 days of
delivery. We will arrange a replacement or a full refund, including
delivery costs, and you will not pay return postage. In many cases we
won't ask you to send the item back at all.
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5. LOST OR UNDELIVERED ORDERS
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If your order has not arrived 30 business days after dispatch, contact us
and we will send a replacement free of charge or refund you in full -
whichever you prefer. See our Shipping Policy for expected delivery times.
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6. HOW AND WHEN WE REFUND
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We refund to the original payment method. We do not charge a restocking or
administration fee.
Cancellations under section 1 - we refund within 14 days of receiving
the returned item, or within 14 days of you giving us proof of postage,
whichever is earlier.
Faulty or incorrect items - we refund within 14 days of agreeing the
refund with you.
Depending on your bank or card issuer, the money can take a further 3-5
business days to appear on your statement.
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7. DELIVERY COSTS ON REFUNDS
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Standard UK delivery is free on all Knitten orders, so there is no
delivery charge to refund. If you chose an upgraded delivery option where
one was offered, we refund the standard rate only.
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8. SALE, DISCOUNTED AND BUNDLE ITEMS
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Your 14-day cancellation right and your rights under the Consumer Rights
Act apply to discounted and bundled items exactly as they do to full-price
items.
Where you bought a multi-item bundle at a discounted price and return only
part of it, we refund the amount you actually paid for the returned
item(s) - that is, the discounted price, not the full single-item price.
Returning enough of a bundle that it no longer qualifies for the bundle
discount may reduce the refund accordingly. We'll show you the
calculation.
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9. RETURNS ADDRESS
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Do not send anything back before contacting us - items returned without a
return authorisation may not be traceable to your order. Email
knittenart@gmail.com and we will confirm the correct return address for
your order, which may differ depending on where it was dispatched from.
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10. IF SOMETHING GOES WRONG
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If you are unhappy with how we have handled a return or refund, email
knittenart@gmail.com with "Complaint" in the subject line. We aim to
respond within 2 business days and to resolve complaints within 14 days.
You can also get free advice from Citizens Advice consumer service on
0808 223 1133 or at citizensadvice.org.uk.