Returns & Refunds
We want you to love your Knitling piece. This policy explains your EU right of withdrawal, our voluntary return conditions, and how refunds work.
1. 14-day right of withdrawal (EU/EEA)
If you buy online as a consumer in the EU/EEA, you may cancel your order within 14 days of receiving the goods, without giving a reason. The withdrawal period ends 14 days after the day you (or a person you nominate) receive the goods.
To withdraw, send a clear statement to linda@knitling.com before the period ends—for example: “I withdraw from my order [order number].” You may use the model withdrawal form below, but it is not required.
2. Return conditions
For a refund under the right of withdrawal, items must be:
- Returned within 14 days of your withdrawal notice
- Unworn, unwashed, and in the same condition as received
- In original packaging where possible, with tags attached
Because knitwear is worn close to the body, we may refuse a return if items show signs of use, odour, or damage. This does not affect your legal rights for faulty or misdescribed goods.
3. Custom or made-to-order items
If a product is made to your specifications or clearly personalised, the right of withdrawal may not apply once production has started, provided we informed you before checkout. We will always state this on the product page.
4. Faulty or wrong items
If your order is defective, damaged in transit, or not what you ordered, contact us within a reasonable time with photos. We will repair, replace, or refund as appropriate under consumer law—at no extra return shipping cost to you when the fault is ours.
5. Return shipping costs
- Withdrawal (change of mind): you pay return shipping unless we offer otherwise at checkout.
- Faulty/wrong item: we cover reasonable return shipping or provide a prepaid label where available.
Return the parcel to the address we provide. Use tracked shipping; we are not responsible for parcels lost on return until they reach us.
6. Refunds
After we receive and inspect the return, we refund the product price and standard delivery cost (if applicable under law) using your original payment method within 14 days of receiving the goods or proof of return, whichever is sooner. We may withhold the refund until we have the goods back. Original shipping surcharges for express delivery are non-refundable unless the return is due to our error.
7. Exchanges
We do not offer direct exchanges yet. To swap a size or style, return the item under this policy (where applicable) and place a new order.
8. Model withdrawal form
To LINDALING OÜ / Knitling (linda@knitling.com): I hereby withdraw from my contract of sale for the following goods: [describe item and order number] Ordered on: [date] Received on: [date] Name: [your name] Address: [your address] Date: [today] Signature (if on paper): _______________