Refund policy

Refund and Return Policy

At Fervent Fibers, we are committed to providing high-quality crochet goods and ensuring our customers are satisfied with their purchases. If for any reason you are not completely happy with your order, we offer a comprehensive return and refund policy as outlined below.

1. Returns for Damaged Goods

We strive to ensure that all crochet items are delivered in perfect condition. However, if you receive a damaged product, please follow these steps:

  • Notification Period: Contact us within 14 days of receiving your order.
  • Contact Method: Email us at ferventfibers@gmail.com with your order number, a description of the damage, and photos showing the damaged item.
  • Return Authorization: Wait for our customer service team to provide you with a return authorization and instructions on how to return the item.

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    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 ferventfibers@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at ferventfibers@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.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    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.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.


    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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at ferventfibers@gmail.com.

  • Return Shipping: Once authorized, ship the item back to us using a trackable shipping method. We will reimburse the return shipping costs.

2. Returns for Unsatisfactory Service

If you are unsatisfied with our service or the product does not meet your expectations, we offer the following options:

  • Notification Period: Contact us within 30 days of receiving your order.
  • Contact Method: Email us at ferventfibers@gmail.com with your order number, a description of the issue, and any relevant details.
  • Resolution Options: We will work with you to resolve the issue, which may include:
    • A replacement of the item
    • A full or partial refund
    • A store credit for future purchases

3. Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused, in the same condition that you received it, and in the original packaging.
  • You must provide a receipt or proof of purchase.
  • Custom or personalized items are not eligible for returns unless they arrive damaged or defective.

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 5-10 business days.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at ferventfibers@gmail.com.

6. Non-Returnable Items

Certain items are exempt from being returned, including:

  • Gift cards
  • Custom or personalized products (unless damaged or defective)
  • Sale items (only regular priced items may be refunded)

7. Contact Information

For any questions related to returns, refunds, or exchanges, please contact us at:

  • Email: ferventfibers@gmail.com

We appreciate your understanding and thank you for your business!

Sincerely,

Fervent Fibers