Returns
Consumers have a 30-day right of withdrawal from the moment the goods are delivered. The costs for the return shipment as well as any related costs for importing the goods to Helli Knits shall be borne by you. Consumers have 30 days to return the goods. Delayed returns are not accepted. Before shipping product back to us, please contact us by email contact@helliknits.com.
Digital products (such as knitting patterns) can not be returned or refunded. Upon purchasing a digital product you agree not to copy, reproduce, redistribute, alter, modify, share with third-party, display the content publicly, or create derivative works of digital products.
The customer has the right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying Helli Knits within 30 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.
Packaging instructions
The item you wish to return must be unused and in the condition, you received it in. Please ensure that all the parts and the original product packaging and manual are included in the return shipment.
Please pack the item in its original or an equivalent shipping box.
If you use the original packaging material, please remove old shipping labels, stickers and other notes. Also, use clear tape or a clear plastic sleeve.
Please note the following when packing the item for shipping:
Fragile items
• Use extra cushion material for fragile items.
• If possible, label the shipping box as “fragile”.
Packaging
• In addition to the product package, pack the item in a shipping box.
• Use a high-quality cardboard box.
• The item should not touch the box’s walls: leave enough room around it.
• Place the extra packaging material between the product packaging and the shipping box to create a cushion layer.
• The corners and sides of the box may need additional reinforcement.
Sealing
• Use good tape.
• Close the box and seal all seams.
Refunds
The price of returned products is always reimbursed according to the payment method used for the order. If the returned product has been used, damaged or is otherwise unsuitable for resale, Helli Knits has the right to charge a fee for loss of value up to the full price of the product.
We will make the refund within 14 days of receiving the returned product. Product returns are processed in the order in which they arrive.
We make a refund decision after receiving the product. We do not accept returned products if:
• After receiving the product, we detect defects in it or its packaging.
• Animal fur, hair or stains on the returned product will automatically result in a decision not to accept the product return.
If faults are detected in the condition of the product, our customer service will contact you.
Claims
In case you have received a wrong, damaged or faulty item, please email us at contact@helliknits.com within 3 days of delivery and attach clear pictures of the item and its package. We will process your claim, and you will be contacted about the exchange or return as soon as possible.
Campaign codes, campaign gift cards and complimentary items
In case of a return, the discount or gift card will be reduced or cancelled if the total value of the order falls under the minimum value of the campaign. Also, complimentary items have to be returned if the order or its total value no longer meet the promotion terms.