The short version
You have three days from the day your order is marked delivered to open a claim if something is wrong — the yarn didn’t arrive, arrived damaged, or was materially different from the listing. Approved claims are refunded to your original payment method within five to ten business days.
When you may request a refund
You may open a claim in any of the following cases:
The order didn’t arrive. Ten business days after the seller’s ship date passes without tracking showing delivery to your address.
The yarn was materially not as described. The fiber content, weight class, yardage, dye lot, brand, quantity, or condition does not substantially match what the listing said.
The yarn arrived damaged. Wet, moth-eaten, cut, or otherwise unusable in ways not disclosed in the listing.
The order was cancelled by the seller after payment. Refunds in this case are automatic.
When we cannot offer a refund
Change of mind. Because our sellers are individual makers destashing personal collections, we do not accept returns for buyer’s remorse. Please read listings carefully and ask the seller questions before purchasing.
Color variation. Photographs of yarn are approximate. Small color differences between the photograph and the yarn in hand are not grounds for a return unless the listing was clearly misleading.
Gauge or project fit. Whether the yarn works for your specific project is your judgment to make. The listing tells you the fiber, weight class, and yardage — those attributes are what we stand behind.
Requests made after the claim window. Claims opened more than three days after delivery cannot be processed except at our sole discretion in exceptional circumstances.
How to open a claim
Open the order in the Stash Your Yarn app and tap Report an issue. Attach photographs where relevant. You may also email help@stashyouryarn.com with your order number and a description of the problem.
We acknowledge every claim within one business day and typically resolve them within five business days.
How claims are resolved
When a claim is opened, payout to the seller is paused. We review the listing, the photographs from both sides, the shipping record, and any messages between buyer and seller.
If the claim is approved: you receive a full or partial refund to your original payment method. Return shipping, if required, is paid for by us. The seller does not receive payment for the disputed portion.
If the claim is denied: the payout to the seller proceeds. You may appeal in writing within five business days by emailing help@stashyouryarn.com.
Returning the yarn
In most cases we do not require the yarn to be returned. When a return is required (typically for higher-value orders), we email you a prepaid return shipping label. Yarn must be shipped back within seven days of the label being issued, in the condition it was received.
Refund timing
Approved refunds are issued to your original payment method within one to three business days on our end. Your bank or card issuer may take an additional five to ten business days to post the refund to your account.
Chargebacks
Please open a claim with us before filing a chargeback with your bank. Chargebacks filed without an unresolved claim on our platform may delay resolution and, if disputed by us, may be reversed.
Contact
All questions about this policy should be sent to help@stashyouryarn.com.
This policy is provided in good faith and updated periodically. It is not a substitute for legal advice. Nothing in this policy limits any rights you may have under applicable consumer protection law.