RETURNS/EXCHANGES

Please read the entire returns policy carefully  (it is an extract from the Conditions that you have accepted when making your purchase)

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Items with special conditions

These items are not accepted for exchange or return:

- Items modified at the request of the customer. Modified items are understood to be all those changes made to the item with respect to the original factory product in terms of labels, fiber, packaging, wrapping, etc.

- Patterns in brochure, virtual download, magazines, books or similar

- Sealed items, bags that break when opened or are clearly visible as having been opened, Void labels, or labels that lose their adhesive when opened.

- Items ordered from the manufacturer at the customer's request, including products that we usually have in stock

- Those items that Picknit indicates, in the product sheet, that cannot be returned

- Kits that contain a pattern. A pattern is understood as the instructions for knitting a piece.

- Partial parts of Kits cannot be returned

- Returns are not accepted for crochet hooks, fixed or interchangeable knitting needles and cables because we have detected that there are customers who use the product and then return it. We are sorry.

Items purchased in the store can be returned within  14 days of the delivery date. Purchases made during the month of December can be returned until January 14 without exception.

The products must be in perfect condition (labeled, original packaging, neutral odor, not unwound (turned into a ball), without traces of pets, cigarette smell, with the blister or cardboard in perfect condition, the skeins unopened to see the colors, etc.). The balls of wool will be weighed upon receipt. It will be checked that the returned dye corresponds to one of those we have in the store . The return of products purchased in other stores will not be accepted, even if we sell the same product. If the ball or skein is open, that is, it does not arrive the same as it came wound up from the factory, the return will NOT be accepted. 

Picknit reserves the right to refuse a return for any of the reasons described above. The customer will be notified to pick up the item, but the customer will not be able to make any claims in this regard.

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What amount do we refund? 

1. You will be refunded the same price you paid and in the same payment method.
2. Free shipping: If the return is for an order that has been sent with postage paid, that is, the customer did not pay shipping costs, the amount corresponding to one shipment will be deducted from the amount to be refunded, provided that by deducting the returned items the figure for postage paid is not reached according to the country and carrier chosen by the customer. The reason for charging these amounts is that when returning the items, the sale does not cover the expenses that Picknit has had to make to pay the carrier. The amount is equal to 8% of the merchandise price. Orders over 200 euros and those that include needle kits have full insurance. In case of return, they will also be deducted from the amount to be refunded. 
3. Shipping with postage paid by the customer: The shipping  costs charged to the customer in the original shipment of the order to make the purchase cheaper for the customer, are lower than those actually paid to the carrier by Picknit, therefore, if the customer has paid shipping costs, the difference up to the costs actually paid by Picknit will be charged and deducted from the return . As a reference, the amounts paid to the carrier are those indicated in the second paragraph. The reason for charging these amounts is that when returning the items, the sale does not cover the expenses that Picknit has had to make to pay the carrier.
4. Customers can avoid having these amounts deducted by choosing the voucher coupon option, which can be used on subsequent purchases as if it were money. Voucher vouchers do not expire. In this case, the money is not returned, but remains in the customer's account and can be spent whenever they wish.
5. Shipping costs for the original shipment are not refundable under any circumstances.
6. If more than 70% of an order is returned, for orders of more than 3 items, a 3.5% administrative fee will be charged. For example, if the customer buys 10 skeins of Malabrigo Ríos in Aguas color, nothing will be charged for this concept or if they buy a kit of needles, adapters and connectors; however, if they buy 4 skeins of different colors of the same type or brand, the charge will apply. The reason is that when returning we do not know for sure which batch of all those we have the skeins correspond to and we have to sell them as loose skeins in the physical store. Most wools do not have a dye batch.
7. If the customer wants to exchange one product for another, they must make a new purchase with the coupon voucher that we have sent them.
8. If the refund corresponds to an order that has been paid with PayPal, 3.5% of the amount to be refunded will be retained since PayPal does not return to Picknit the amount of the commission charged for the sale. 

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Return process (both for returns and exchanges)

1. Please email info@picknit.es and let us know which products you want to return and the reason.
2. Picknit will send you these return conditions, which must be accepted by the customer before shipping. They are accepted in their entirety and no type of claim can be made before courts or payment methods. 
3. Send the items properly packaged and in their original condition, if the item is part of a kit you must return the entire kit. If the kit contains patterns, it cannot be returned.
4. If the returned product has a promotion, the free item must also be returned as long as it appears on the shipping invoice.
5. The costs of returning and responsibility for the goods to our facilities and any damage suffered by the product or goods are the responsibility of the customer. If the goods are lost, Picknit has no responsibility. The same applies if they are retained by the carrier.
6. The price to be returned is the one that appears on the delivery note and/or invoice.

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Important

Returns from countries outside the European Union or that may go through Customs are not accepted, because customs procedures must be carried out to recover the merchandise and pay taxes on the merchandise.

Shipping address: Calle Simón Bolívar 63. Bajo, 15011, A Coruña Spain to the attention of Verónica Oliveros. It is very important to indicate delivery from 9 a.m. to 2 p.m.

Returns that we have to collect at delivery points such as pack points or post offices will not be accepted . The shipment must be delivered to our store without exception.

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My received item is incorrect, what should I do?

Please send us photos of the item and we will arrange to pick up and deliver the correct merchandise.

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My item is damaged in transit, what should I do?

Please send us photos of the damaged item and packaging.

Very important. If the product has been damaged in transport, you must keep the product and its internal and external packaging. Transporters do not compensate us without photos of the packaging and merchandise, therefore, we cannot replace the product either.

The customer loses the replacement guarantee if he/she makes a claim directly to the carrier. You have 3 days from receipt to report that your package is damaged, since this is the period given to us by the carrier to make a claim. Unfortunately, after this period we cannot do anything.

If it is not in stock, we will refund the money or notify the customer in case they can wait for it to arrive.

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My item is defective, what should I do?

An item is not considered defective due to a difference in color perception from one monitor to another.

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Orders refused or not collected

In the event that the customer refuses an order, that is, refuses to receive it, the transport costs from the customer to us charged by the carrier will be charged and only the amount of the invoiced merchandise will be refunded, deducting the same costs as indicated in Returns.

An order that has been returned after an attempt to deliver it without effect is considered refused. The customer must pay attention to the tracking that they receive after Picknit sends the shipment.