Consumer Guarantees

Thread Collective complies with the Australian Consumer Law (ACL), including the consumer guarantees that apply to goods and services supplied to Australian consumers.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product is faulty, not as described, or does not meet a consumer guarantee, you may be entitled to a repair, replacement, or refund depending on the circumstances and your rights under the law.

Return Exclusions

To help ensure our yarns and fibre products remain in the best possible condition and free from contaminants, yarn and fibre products are generally not eligible for change-of-mind returns once they have left our premises. Any exceptions will be considered on a case-by-case basis at the discretion of Thread Collective.

We also do not accept returns on:

• Special order or custom-ordered items
• Books or printed materials
• Gift cards
• Discontinued items
  
• Demo equipment

If an item is faulty, damaged upon arrival, incorrect, or does not meet Australian Consumer Law guarantees, please contact us so we can assist you.

Change-of-Mind Returns

For the purposes of this policy, a change-of-mind return includes, but is not limited to, situations where you ordered the wrong item, colour or size, no longer require the item, the item is not suitable for your project, or it is incompatible with your equipment (unless compatibility was specifically advised or guaranteed by Thread Collective).

Returns are only accepted if:

• The items are unused, in their original, undamaged packaging, and in a resalable condition.
• We are notified within 30 days of purchase.
• Proof of purchase is provided.

Returns requested outside of this timeframe may be considered at Thread Collective’s discretion.

A 20% restocking fee may apply.

Customers may choose to receive their approved return as store credit instead of a refund. Store credit will be issued for the approved return value after any applicable fees or deductions.

If you wish to exchange an item for a different colour, you will also be responsible for the return and replacement shipping costs.

How to Request a Return

To request a change-of-mind return or exchange, please complete our Return Request Form.

Once we've reviewed and approved your request, we'll provide return instructions, including the appropriate return address.

Please note that approval of your return request does not guarantee that your return will be accepted. All returned items will be inspected upon arrival to ensure they meet the return conditions outlined in this policy. Refunds or store credit will only be issued once the returned item has been received and approved.

If your item is faulty, damaged or incorrect, please contact us at hello@threadcollective.com.au before returning the item so we can help resolve the issue.

Conditions for Returns

Returns may be refused or only a partial refund may be issued if items:

• Have been worn, used, or damaged after delivery

• Have been altered or tampered with

• Have been dropped, broken, or otherwise mishandled

Additional Notes

• Colour Variations: Actual yarn colours may differ slightly from images shown online. Such variations do not constitute faulty goods.

• Dye Transference: Transference of dye (crocking) may occur with hand-dyed yarns, particularly with deeper colours. This is normal and does not indicate a fault. If concerned about colour bleeding, rinse your completed project in free-flowing water before soaking.

• Yarn Substitution Disclaimer: Yarn substitution recommendations are made in good faith based on available information. We cannot accept responsibility for any shortfall or oversupply of yarn resulting from these calculations.

Return Shipping Costs

Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for all return shipping costs.

Customers are also responsible for ensuring their return parcel is securely packaged and sent using an appropriate shipping service with tracking and insurance where applicable. We recommend using a tracked and insured service to protect against loss or damage during return transit, as Thread Collective cannot be held responsible for parcels that are lost, damaged, or delayed while being returned.

For exchanges, customers are responsible for both the return shipping cost and any postage costs associated with sending the replacement item. Depending on your location, delivery times for exchanged items may vary.

Please do not return items until your return request has been approved. Once approved, we will provide the correct return address and instructions.

Please do not send your purchase back to the manufacturer unless instructed by our team.

Refunds & Store Credit

Once your returned item has been received and inspected, we will notify you by email that we have received your return and whether it has been accepted or declined.

If your return is approved, you may choose to receive a refund to your original payment method or store credit (where applicable). Any applicable deductions, such as restocking fees or the original outbound shipping charges, will be deducted from the refund or store credit amount, unless otherwise required under Australian Consumer Law.

For general refund requests, please allow 3–5 business days for us to review and process your request. Once your refund has been processed, the time it takes for the funds to appear in your account will depend on your payment provider's processing times.

Late or missing refunds 

If you haven't received your refund, we recommend taking the following steps:

1. Check your bank account or original payment method.
2. Contact your bank or payment provider, as processing times may vary.
3. Allow additional time for the refund to appear, as some financial institutions take longer to process refunds.

If you've completed these steps and still haven't received your refund, please contact us at hello@threadcollective.com.au, and we'll be happy to assist you.

Sale Items 

Sale and clearance items are not eligible for change-of-mind returns, refunds, or exchanges.

Exchanges 

We will replace items if they are defective or damaged. If you have ordered the wrong colour or size, we are happy to exchange it for you, but you will be required to cover all shipping and insurance costs.

If you need to exchange it for the same item, send us an email at hello@threadcollective.com.au.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.