Refund policy

Returns

If you are not happy with your purchase, you have the right to cancel an order within seven days of receipt of the goods. Should you wish to cancel please contact us in writing via letter or email and return the product within 7 working days from the day after receipt..

Customers are liable for the costs of returning the goods.

Return the purchase to us and we will refund you with the amount you paid for that item subject to our terms and conditions below:

Goods that are exempt from being eligible for return:

  • All printed matter such as books, magazines, and patterns
  • Any items discounted or on sale, only regular priced items may be refunded
  • Any one of a kind vintage items
  • Gift cards

Goods returned to Valley Wools must be accompanied by a copy of the original receipt, order number, customer’s email address, phone number and delivery address.

We cannot be liable for returned goods which are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their value. Proof of postage will not be accepted as proof of delivery.

Return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund, less carriage charges.  

Returns must be made within 7 working days of delivery. You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed.

We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. 

When advising us of cancellation of an order, or that you received damaged goods, please email valleywools@gmail.com, or write to the return address below. Send all returned goods to:

Valley Wools - Returns

75 High Street

Glynneath

Neath, UK

SA11 5AL

Should you not receive your goods please use the tracking number we provide with your dispatch confirmation e-mail to check the status and whereabouts of your order. You should double check this to confirm that you have provided us with your correct shipping address!

We send all of our packages in the UK, Royal Mail 48 Tracked (or 24 Tracked if Express Delivery is selected at check out).

We reserve the right to cancel the contract between us if:
(a) we have insufficient stock to deliver the goods you have ordered
(b) we do not deliver to your area
(c) one or more goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel the contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at valleywools@gmail.com and let us know about the item you are sending back. 

You can always contact us for any return question at valleywools@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

The returns policy does not apply to any defect in goods arising from wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer's instructions or any alteration or repair carried out with out the manufacturer's approval.

Please note:

We endeavour to be as accurate as possible. However, we do not warrant that product descriptions or other content on this site is accurate, complete, current or error free. If a product offered by us is not as described your sole remedy is to return it in an unused condition. We will correct errors as soon as they are brought to our attention.

We ensure images are as accurate as possible. Colour names and swatches are for your convenience only. Because of the difference in which computer screens display colours, the colour that you see may not match the actual colour of the yarn. This factor must be allowed for when considering your purchase.

This does not affect your statutory rights.