We do not refund money for “change of mind” purchases. However, if you are not satisfied with your purchase, any item purchased at Sydney Yarn can be exchanged under the following conditions:

• The customer should contact us immediately for an exchange request.
• Exchange request should be within 14 days effective from the date of delivery received by the customer.
• If newly requested item’s price is less than returning item’s price, the difference will not be refunded. If newly requested item’s price is higher than returning item’s amount, the customer will pay the difference.
• Returning item must be in its’ original condition and packaging, unused and all tags attached.
• Return shipping method and associated costs are the responsibility of the customer.
• We will carefully examine returning item when it arrives to us. if this examination fails, exchange will not happen. In this case, the customer can request to re-post it back to the customer by paying a new postage or ask us to dispose it. If exchange is granted, newly requested item will be delivered to the customer. it is customer’s responsibility to pay for this delivery like buying a new product.
• 5% processing fee of new total price will apply for all exchanged items.
• All 100g & 150g macrame strings are not refundable and not exchangeable as they are custom order.  
• Please choose sale items carefully as we do not offer return or exchange for them.
• Bodywear items are not refundable and/or exchangeable due to strict health regulations unless they are faulty.
• Returning delivery and associated  costs for incorrectly supplied item will be the responsibility of Sydney Yarn.

If you wish to claim a faulty item, it can be refunded under the following conditions:

• The customer should contact us in 7 days after delivery. Otherwise, we will not process any refund request.
• The customer should return the item to Sydney Yarn for an inspection. Return shipping fee is to be paid by the customer. We recommend you use Auspost-Standard Parcel Post. This fee will be paid back to the customer if the product is found faulty. 
• We will carefully examine the item when it arrives to us. We may send it to the manufacturer for a further inspection.
• If we detect no fault, or any damage done purposely, then refund request will not happen. In this case, the customer can request to re-post it back to the customer by paying a new postage or ask us to dispose it.
• If the item is found as faulty, refund request will be granted. Return postage fee (only Auspost-Standard Parcel Post fee) will also be paid back to the customer.
• If the item is faulty, we don’t send a replacement, but we only refund the money.

If you received a damaged package with defective items in it, please contact us immediately as we always make sure the items and packages leave our warehouse with no damage.

If you received a wrong item, please let us know immediately to resolve this issue.