Returns & Refunds

Thank you for shopping at Tribe Yarns! We know you have choices, and truly appreciate you choosing this small, independent business.

We hope you are thrilled to bits with your order, but if you aren't entirely satisfied, we are here to help!

Cancellations

Please note that we are charged non-refundable transaction fees by card processors including Visa, Mastercard, American Express and Paypal (the most expensive) on every order. These fees are not returned when orders are cancelled or returned. Therefore, we reserve the right to charge Cancellation Fees equivalent to the transaction fee incurred on all cancelled orders requiring refunds (as opposed to credit notes). Payments made with Super do not incur any fees.

Pre-Ordered item cancellations will be subject to a cancellation fee of 10% of the value of the order.

Returns

Please bear in mind that every return costs us the transaction fees we were charged by card providers/Paypal on your original order - these are not returned to us. This fee will be deducted when calculating any refunds.

(We would rather do this than increase all our prices to hide fees like this.)

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or credit note.

To be eligible for a return/credit, your item must be unused and in the same condition that you received it and in its original packaging.

Several types of goods are exempt from being returned.

Non-returnable items:

• Gift cards
• Downloadable items
• Perishables such as books and magazines
• Discontinued items or items bought on Sale (i.e. discounted or using a discount coupon)
• Tools / Notions may be returned for refund at our discretion - please check with us first
• Special Orders, unless the items are faulty

To complete your return, we require a receipt or proof of purchase. Please also let us know if you prefer a refund (minus transaction fees) or credit note.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your credit card (or original method of payment), within a certain number of days, depending on your card issuer's policy.

If you received complimentary gifts which you are not returning, your refund will be reduced by the value of these items.

Large returns will incur a restocking fee of 5% of the value of the items returned. Your refund will be reduced by this fee.

All refunds will be made after deduction actual card processing/transaction fees incurred, where applicable. There are no fees for transactions made with Super.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first check your bank account or contact your credit card company. It may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at connect@tribeyarns.com.

Sale and Custom items (if applicable)
Only regular priced items may be refunded, unfortunately sale items and custom orders cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. Note that it is normal for yarns to have joins in hanks/balls.

If you'd like to return something to purchase something else, please follow the Returns procedure and request Credit instead of Refund. You can use your credit to purchase your alternative item.

Shipping
To return your item, you should mail it to:

Tribe Yarns
Unit 14, Comielaw Farm
Pittenweem
KY10 2RF

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.