Refund policy
Returns, refunds and cancellations
Cleevely Knits sells both digital knitting patterns and physical merchandise. Different arrangements apply to each.
Digital knitting patterns
Digital knitting patterns are delivered by email for immediate access. Once a pattern has been downloaded or accessed, the order cannot normally be cancelled or refunded.
If you receive the wrong file, cannot access your purchase, or believe a pattern is faulty or not as described, please contact us at hello@cambridgeyarn.com and we will help resolve the problem.
Physical merchandise
Our T-shirts are made to order, but we want you to be happy with your purchase.
You may request a return within 14 days of receiving your order. After notifying us, you have a further 14 days in which to return the item.
To request a return, email hello@cambridgeyarn.com with your order number. We will provide the correct return address and instructions.
Please do not return an item to Gelato or to an address printed on the original parcel.
Returned items must be unworn and unwashed, except for being tried on as you would in a shop. They should be returned in their original condition. We may reduce a refund if an item has lost value because it has been handled beyond what is reasonably necessary to assess its fit and appearance.
For change-of-mind returns, including ordering the wrong size or colour, you are responsible for the cost of returning the item. We recommend obtaining proof of postage.
We will refund the price paid for the returned item and the cost of our least expensive standard delivery option. Refunds will be made to the original payment method within 14 days of receiving the returned item or evidence that it has been sent back.
We do not currently offer direct exchanges. If you would like another size or colour, please return the original item for a refund and place a new order.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, misprinted or different from what you ordered, please contact hello@cambridgeyarn.com as soon as possible. If possible, contact us within 30 days of delivery so that we can raise the problem promptly with our production partner.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the packaging if it was damaged
Where an item is faulty, damaged or incorrect, we will arrange an appropriate replacement or refund at no additional cost to you. The request to contact us promptly does not affect your statutory rights.
Cancellations and order changes
Because merchandise is made to order, production can begin shortly after an order is placed. If you need to cancel an order or change its size, colour or delivery address, contact us immediately at hello@cambridgeyarn.com.
We will make the change or cancel the order if production has not begun. We cannot guarantee that changes will be possible once production has started. This does not affect any cancellation or return rights provided by applicable law.
Nothing in this policy limits your statutory consumer rights. If the law in your country gives you additional rights, those rights continue to apply.