Returns

RETURNS INFORMATION

We do not usually exchange or refund just for change of mind, however, we do understand that sometimes what you have bought is not appropriate to your skill level or is not quite what you thought it was.   Please read our online returns policy below, to ensure you are eligible for a refund.  Due to the outsourcing of postage to a third party (Australia Post) we are unable to refund postage on items we accept for return.

All eligible returns require:

  1. Prior approval from Victoria House Needlecraft
  2. Packaging to be intact
  3. Item unworked and in a saleable condition
  4. Return postage and packaging charges to be met by customer
  5. A valid receipt of purchase included
  6. Notification within 14 days for Australian purchases and 28 days for International purchases.

 

PATTERNS, CHARTS, BOOKS, ANY PRINTED MATERIAL

Unfortunately, due potential for copyright infringement, we are unable to offer a return or refund on any printed materials unless the item is found to be defective.  This exclusion also includes kits containing printed charts that are packaged in a format that is easily resealable, (ie whereby they may be opened and the components removed and replaced without damage to the outer packaging).

REFUND PAYMENT METHOD & TIMING

Your refund will be credited to your original payment method.

When we process your refund, you can expect to receive the refund within the following time frames depending on your choice of credit card, direct debit or PayPal.

PayPal – instantly

Credit Card – 2-3 business days depending on your provider and their arrangements with PayPal.

Direct Debit – 6 business days depending on your bank and their arrangements with PayPal.

 

DEFECTIVE GOODS

We make every endeavour to send your order out in pristine condition.  Of course, if your goods are not received in such a manner, or are defective in any way,  we will replace, exchange or refund the goods according to the Australian Trade Practices Act and Department of Fair Trading Guidelines.

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