1. Return Eligibility

To qualify for a standard return, the product must generally be:

• Unused and in substantially the same condition as received
• Unassembled and not started as a craft project
• Complete, with all fibers, tools, hardware, guides, inserts, and project components included
• Returned in its original product packaging
• Accompanied by a valid order number or other proof of purchase

2. How Different Yarnlume™ Products Are Treated

3. How to Request a Return

Before sending anything back, contact our support team at:

service@yarnlume.com

Please include:

• Your order number
• The email address used when placing the order
• The product you wish to return
• The reason for the request
• Photos when the request relates to damage, defects, or missing parts

If your request is approved, our team will provide the applicable return instructions and the return destination.

4. Return Address

The registered company address shown at the top of this page is not automatically the return warehouse address.

Depending on the product and fulfillment location, an approved return may need to be sent to a designated return facility.

For this reason, you must contact service@yarnlume.com and receive return instructions before mailing your item.

5. Return Shipping

Change-of-Mind Returns

Unless otherwise stated or required by applicable law, return shipping costs for eligible change-of-mind returns are the customer's responsibility.

Damaged, Defective, or Incorrect Items

If Yarnlume™ confirms that an item arrived damaged, defective, or materially different from what was ordered, we will provide an appropriate resolution and may provide return or replacement shipping instructions at no additional cost to you.

Original outbound shipping charges are generally non-refundable unless the refund is related to an error for which Yarnlume™ is responsible or applicable law requires otherwise.

6. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your Yarnlume™ order shortly after delivery.

Contact us as soon as possible if:

• An item arrived visibly damaged
• A tool or structural component appears defective
• You received the wrong product
• A Project Kit is missing an essential component
• A personalized project contains information that does not match the approved order details

For shipping damage or missing components, please contact us within 72 hours of delivery whenever reasonably possible.

Include clear photographs of:

• The product
• The affected component
• The outer shipping package when shipping damage is involved
• The shipping label where relevant

After reviewing the information, we may offer an appropriate solution such as replacement parts, replacement materials, a replacement product, or a refund, depending on the nature of the issue.

7. Missing Fibers, Tools, or Project Components

Yarnlume™ projects may contain multiple small components, fiber bundles, guides, structural pieces, or hardware.

If your project is otherwise usable but one component is missing, returning the entire kit may not be necessary.

Contact us with your order number and a photo of everything received. Where the missing component is verified, we may send the required part separately.

8. Personalized & Custom Projects

Personalized Yarnlume™ products may include, among others:

• Pet Portrait Studio
• House Portrait Studio
• Heirloom Name Portrait
• Any other product produced from customer-selected names, dates, photographs, colors, layouts, or custom specifications

Because these products are created specifically for an individual customer, they are generally not eligible for ordinary change-of-mind returns once custom preparation or production has begun.

This does not remove any rights you may have when a personalized item is defective, damaged, incorrectly produced, or where applicable law provides otherwise.

9. Items That May Not Be Eligible for Standard Return

Subject to applicable consumer law, the following may be excluded from ordinary change-of-mind returns:

• Personalized or custom-made projects after customization begins
• Project Kits that have been started or partially completed
• Cut, trimmed, glued, stitched, sculpted, assembled, or altered materials
• Used tools or visibly used components
• Items returned incomplete
• Gift cards, where offered
• Final-sale items that were clearly identified as final sale before purchase, where permitted by applicable law

If you are unsure whether a product is returnable, contact us before sending anything back.

10. Exchanges

To keep inventory and personalized project handling accurate, we generally process exchanges by treating the original and replacement item as separate transactions.

Where appropriate:

1. Request a return for the original eligible item.
2. Wait for the return authorization.
3. Place a new order for the product, colorway, or project you prefer.

If you received an incorrect or defective product, contact us before placing another order so we can review the issue first.

11. Refund Processing

Once an authorized return arrives at the designated return location, it will be reviewed to confirm that it meets the applicable return conditions.

We will notify you once the return has been evaluated.

If the refund is approved:

• The eligible amount will generally be returned to the original payment method.
• Please allow up to 10 business days after refund approval for processing.
• Your bank, card issuer, or payment provider may require additional time before the credit appears on your account.

If more than 15 business days have passed after we confirmed that a refund was issued and you still do not see it, contact us at service@yarnlume.com.

12. Partial Refunds

In some situations, a full refund may not be appropriate, subject to applicable law.

Examples may include an authorized return that arrives:

• Missing non-essential components
• With packaging or materials substantially damaged after delivery
• In a condition that differs materially from the condition approved for return

Any adjustment will be assessed based on the actual condition of the returned item and applicable consumer protection requirements.

13. Order Cancellations Before Shipment

If you need to request a cancellation, contact us as quickly as possible after placing your order.

Email: service@yarnlume.com

We recommend contacting us within 12 hours whenever possible.

Once an order has entered:

• active fulfillment
• personalized design preparation
• custom production
• or shipment

cancellation may no longer be possible.

14. Statutory Consumer Rights

Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under the laws of your country or region.

Some jurisdictions provide statutory cancellation, withdrawal, warranty, or remedy rights for qualifying purchases, and different rules may apply to personalized or made-to-order products.

Where mandatory local law gives you rights that are more favorable than this policy, those statutory rights will apply.

15. Return & Refund Support

If you have questions about return eligibility, missing materials, product damage, personalization, or refund status, please contact our customer support team.

Email: service@yarnlume.com
Phone: +86 21 5839 5015
Business Hours: 8:00 AM – 10:00 PM