Returns and Exchanges

Returns

Thread Collective complies with Australia's Competition and Consumer Commission Repair, Replace, Refund Consumer Guarantee.

In order to ensure that our yarns and fibre products are in the best possible condition and free from any contaminants, we do not accept returns of yarn or fibre once they have left our premises unless the goods are faulty.

We also do not accept returns on:

• Special order items

• Books or printed materials

• Gift cards

For all other items, returns are only accepted if:

• The items are unused, in their original, undamaged packaging, and in a re-saleable condition.

• We are notified within 30 days of purchase.

• Proof of purchase is provided.

If an item is returned for a change of mind, a 20% restocking fee may apply. Customers requesting an alternative colour will also need to cover postage costs.

To initiate a return or if you are not satisfied with your purchase, please contact us at hello@threadcollective.com.au so we can help resolve any issues.

This does not affect your statutory rights.

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.

Conditions for Returns

This policy does not apply to goods that:

• Have been worn, used, or damaged after delivery.

• Have been altered or tampered with.

• Have been dropped, broken, or otherwise mishandled.

All postage and insurance costs for returns are the buyer’s responsibility. We recommend using Registered Post and insuring the return to protect against loss or damage during transit, as we cannot be held liable for parcels lost or damaged if they are not insured.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable);

• Any item not in its original condition is damaged or missing parts for reasons not due to our error,
• Any item that is returned more than 30 days after delivery (refund at our discretion)
• The customer is responsible for ensuring safe postage and appropriate insurances when returning goods.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days.

For general refund requests, please allow us 3-5 business days to review your request.

Items requiring special order
For preorders, looms or items that need to go into production, a non-refundable 20% deposit will be required. In the event the item ordered cannot be fulfilled, a full refund of this deposit will be made. This deposit cannot be refunded once an order is placed.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@threadcollective.com.au.

Sale items 
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges 
We will replace items if they are defective or damaged. If you have ordered the wrong colour, 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 threadcollective@outlook.com.au and send your item to: PO Box 616, Kenmore QLD 4069.

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.

Shipping
To return your product, you should mail your product to: PO Box 616, Kenmore QLD 4069.

You will be responsible for paying for your own shipping costs and ensuring appropriate insurance for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Delivery
For larger items, Thread Collective is unable post to PO Boxes and a contact number for delivery is recommended.

Thread Collective reserves the right to ship via Australia Post, Sendle or an other 3rd party courier service. If you are not home for delivery and a card is left or you have been notified by us that an attempted delivery has occurred you must collect your item within 5 business days otherwise the parcel may be returned to us. If the parcel is returned, shipping will need to be paid again or not refunded in the event of a returns order. , shipping will need to be paid again or not refunded in the event of a returns order.

If you have a TNT delivery planned, please check the tracking and contact TNT directly if the planned delivery date is not suitable. A redelivery charge may apply.

If you would like a specific service, please contact us prior to purchase and an applicable rate will be provided.

Looms, heavy and bulky items not accepted by Australia Post will be sent by courier. These items do not qualify for the free shipping promotion and a delivery fee will be charged.