Refund policy
This Return & Refund Policy applies to goods purchased from Craft Atelier, including yarns, fibres, textiles, tools, notions, and craft supplies. It does not apply to workshops, consultations, customised programmes, or other studio services. Refund and cancellation policies for those offerings are governed separately under Studio Policies.
1. Defective or Faulty Goods
If an item you purchased is defective or not as described, please notify us within 14 days of receiving the item. Defective items may be returned for:
- a 1-to-1 exchange, or
- a refund to the original payment method, or
- a store credit,
depending on customer preference. If an exchange is not possible due to lack of stock, a refund or store credit will be offered.
In accordance with Singapore’s Lemon Law, defects that appear within 6 months of purchase are presumed to have existed at the time of delivery unless shown otherwise.
All defective item evaluations must be done in person at the studio so that we can assess the issue. Please book a Studio Visit and note that you are bringing an item for inspection.
2. Change of Mind
We do not accept change-of-mind returns. This includes:
- colour variation preferences
- yardage/quantity adjustments
- pattern changes
- project planning changes
Once materials have left the studio, they are considered purchased.
3. Condition of Returned Items
For defective goods, items must be returned in the condition they were received and without additional damage caused by use, storage, or handling.
The following conditions apply:
- Yarn & Fibre: must not be wound, processed, or altered
- Fabric / Yardage: not cut, washed, or laundered
- Tools / Notions: not used or modified
- Kits: must be unopened unless the defect pertains to contents
- Digital Files: digital downloads are non-refundable once delivered unless the file is corrupted or not functioning
- Finished Goods: not returnable for change-of-mind; defects addressed case-by-case
Packaging may be opened for inspection unless doing so damages the product.
4. Exclusions
The following are not eligible for return or refund unless defective:
- sale items
- clearance items
- consumables
- digital downloads
- printed publications
- items altered or used by the customer
- items marked non-returnable at time of purchase
5. Refund Method
For approved defective returns, customers may choose:
- refund to the original payment method, or
- store credit
Refunds are processed once the item is inspected and approved.
Shipping fees are non-refundable.
6. Return Process
To return a defective item, please:
- Contact us within the 14-day window, and
- Book a Studio Visit for inspection
All returns must be done in person at the studio.
7. Workshop & Service Exclusions
Workshops, consultations, customised programmes, and other studio services are not covered by this policy. Their cancellation and refund terms are governed under Studio Policies.