Refund policy

Refund Policy – The Hookery

Last updated: February 2026

We want you to feel calm, confident, and completely supported when you shop with The Hookery. If something isn’t quite right with your order, we’re here to help.

This Refund Policy explains what can be returned, how to request a refund or exchange, and what your rights are under Australian Consumer Law.

1. Change of Mind Returns

Because our crochet kits are craft-based products containing printed instructions, yarn, hooks, notions, and packaging that must remain unopened to be resold, we can only accept change-of-mind returns if:

  • The item is unused
  • All contents are unopened and in original condition
  • Packaging is intact
  • The request is made within 30 Days of receiving your order
  • A restocking fee of 20% is applicable 

If the above conditions are met, we can offer either:

  • a store credit (valid for 12 months), or
  • an exchange
  • Refund of product cost minus the shipping cost 

Return shipping costs are the responsibility of the customer unless the item is faulty.

2. Faulty or Defective Products

We take great care in preparing each kit, but if you receive an item that is:

  • damaged
  • missing components
  • defective
  • or not as described

…we will happily replace it at no cost to you.

Under Australian Consumer Law, if a product has a major fault, you are entitled to choose between a refund, repair, or replacement.

Please contact us within 7 days of receiving your order so we can help quickly.

To speed up the process, please include:

  • your order number
  • a description of the issue
  • photos of the fault (if applicable)

3. Items That Cannot Be Returned

We understand that sometimes your ideas and reality are two separate things and here at The Hookery, we understand buyers remorse and your genuine intention to start something new and then just not get the time.  Most items can be returned, as we can always find a purpose for slightly used items.  However, if a kit is being returned it must have all the parts that were supplied and nothing is to be missing.  Even if you have had a crack at making something, the partially made item with all the accessories MUST be returned and checked by The Hookery before the refund or credit will be issued - this process can take up to 15 business days. 

4. Returns Process

To request a return:

  1. Email us at hello@thehookery.com.au

  2. Include your order number and reason for return

  3. Wait for approval before sending back your item

  4. Once approved, send your item to the address provided

  5. When we receive and inspect the returned item, we’ll process your store credit, exchange, or refund (if applicable)

Unapproved returns will not be accepted.

Note: Return postage costs are at the expense of the sender. 

5. Refund Eligibility

Refunds are only issued when:

  • In the case of mind the returned product is returned in its entirety as shipped and the shipping cost is the responsibility of the sender. 

  • A product is incorrectly described the return shipping will be covered by The Hookery. 

  • The wrong item was sent, the return shipping will be covered by The Hookery

  • The product has a major fault that is not easily repaired, the return shipping will be covered by The Hookery. 

Refunds will be processed back to your original payment method once the return is approved and received within 15 business days estimated. 

6. Late or Missing Refunds

If you haven’t received a refund yet:

  • First check your bank account again
  • Contact your bank or card provider (processing times vary)
  • Then contact us at hello@thehookery.com.au

We’re here to help if something’s not right.

7. Return Shipping Costs

  • If your product is faulty → we cover return shipping
  • If it’s change of mind → you cover return shipping

We recommend tracked postage so you can monitor your return.

8. Incorrect Address or Failed Delivery

If an incorrect address was provided at checkout and the parcel is returned to us:

  • We can reship it once you pay the new shipping cost
  • Refunds are not provided in this situation

If delivery fails due to courier issues, we will work with you to resolve it.

9. Contact Us

For refunds, returns, exchanges, or questions:

The Hookery
Email: hello@thehookery.com.au
Website: thehookery.com.au

We’re here to help keep your crafting experience calm, joyful, and stress-free.