Refund policy

Last updated: October 2026

We want you to be happy with your purchase. If you are not, you can return it under the following conditions, which apply to orders shipped to any country.

1. Your right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order includes multiple goods delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us — WIP TO FO, S.L. (The Woolcatcher), Avenida de las Segadas 14, local A, 33006 Oviedo (Asturias), Spain; phone +34 646 19 38 41; email hello@thewoolcatcher.com — of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory. You can also exercise it online using the "Withdraw from contract here" button on our website; we will send you an acknowledgement of receipt by email without delay, showing the date and time of your request.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

2. Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at Avenida de las Segadas 14, local A, 33006 Oviedo (Asturias), Spain, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

3. How to return step by step

1. Tell us you are withdrawing using the "Withdraw from contract here" button, the form, or an email to hello@thewoolcatcher.com, stating your order number and the products you are returning.
2. We will send you instructions. We recommend waiting for them: for many countries we can provide a return label. In that case we will tell you its cost before issuing it and deduct it from your refund. You may also return the parcel by your own means.
3. Pack the parcel with the products in the condition in which you received them, suitably protected, and include a note with your order number.
4. Send it within 14 days of your notification. We recommend using a tracked service and keeping proof of postage.

4. Condition of returned products

You may examine the products as you would in a shop. For a full refund, balls and skeins must be returned not wound, cut, knitted or washed, and with their original band or label.

If a product is returned having been handled beyond what is necessary to inspect it (for example, skeins wound into balls, yarn cut or knitted, bands removed, odours or signs of use), we will deduct the corresponding loss in value from the refund, which may amount to the full price of the product if it can no longer be sold. We will inform you of the amount deducted and the reason.

Kits and packs are sold as a single unit at a combined price and must be returned complete (yarns, pattern, needles and any other accessories included).

5. Return costs

• Withdrawal for personal reasons (for example, you don't like the colour or weight): you pay the return costs.
• Faulty product, damage in transit or our mistake (wrong product, colour or quantity): we cover all costs. See our Legal guarantee and faulty products page.

6. Exchanges

For logistical reasons we do not offer direct exchanges. If you would like a different colour, weight or product, return the item under this policy and place a new order.

7. Returns from outside the European Union

The right of withdrawal applies on the same terms. In addition:

• Mark the customs paperwork as "returned goods" and enclose a copy of the invoice. If incorrect declaration results in import duties or taxes being charged in Spain, we will deduct them from your refund.
• Customs duties, import taxes and fees you paid in your country when receiving the order (DAP shipments) are not received by us, so we cannot refund them; in many countries you can claim them back from the customs authority by providing proof of re-export.

8. Refused or uncollected parcels

If you refuse a parcel (for example, to avoid paying customs duties on a DAP shipment) or do not collect it and it is returned to our warehouse, we will refund the price of the products, less the original shipping costs, the return costs and any fees charged to us by the carrier. If the carrier destroys or abandons the parcel because the recipient has not paid the applicable charges, no refund will be possible. If you had already notified us of your withdrawal, section 2 applies.

9. Digital patterns

Refund requests for PDF patterns are governed by our Digital patterns page.

10. Refund timing

We process the refund within a maximum of 14 calendar days of your withdrawal notification (once we have received the product or proof of its dispatch). How long it takes to appear in your account depends on your bank or PayPal.