Zumi wants you to love your crochet. This policy explains your rights and what we’ll do if something isn’t right.
Your statutory rights: Under Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product is faulty, not as described, or not fit for purpose. This applies regardless of anything in this policy. Nothing here removes or limits those rights.
Change-of-mind returns
We accept change-of-mind returns within 14 days of delivery, provided:
- The crochet is unused and in its original packaging (band intact, no winding marks).
- You contact us first at support@Zumi.com to start the return — please don’t post it back without telling us.
- Return postage is at your cost. We recommend using a tracked service; we can’t process refunds for parcels we don’t receive.
- A refund is processed to your original payment method within 5 business days of us receiving the crochet back in re-sellable condition.
We can’t accept change-of-mind returns on:
- Crochet that has been wound, knitted, crocheted, partially used, or had its band removed.
- Sale or clearance items (marked at point of sale).
- Custom or pre-ordered crochet.
Faulty or damaged products
If your crochet arrives damaged, has a manufacturing fault, or doesn’t match its description (wrong colour, wrong fibre, wrong weight), we’ll make it right at our cost. Please:
- Email support@Zumi.com within 7 days of receiving the order.
- Include your order number and photos showing the issue.
- Don’t dispose of the product or packaging until we’ve responded.
We’ll respond within 2 business days with one of: a full refund, a free replacement (we cover return postage), or a partial refund if you’d like to keep the product. Your choice within reason.
Dye lot variations
Hand-dyed and small-batch crochet often varies slightly between dye lots. We show representative photos, but real crochet can look subtly different from screen images depending on your monitor and lighting. Slight dye lot variation is normal and isn’t a fault. If you need a guaranteed exact match across multiple skeins, please order them together in one purchase — we’ll do our best to pull skeins from the same lot.
Wrong item received
If we send the wrong crochet by mistake, that’s on us. Email support@Zumi.com, and we’ll arrange a prepaid return label and post out the correct order at no extra cost.
How refunds are processed
Refunds go back to the original payment method:
- Credit/debit card: 5–10 business days to appear on your statement (Stripe’s processing time, not ours).
- PayPal: Usually within 24 hours.
Original shipping fees are refunded only if the return is due to our error (wrong item, faulty product). Change-of-mind returns don’t include shipping refund.
How to contact us
All returns and refund queries: support@Zumi.com
We respond within 2 business days. Please include your order number — it’s in your order confirmation email and starts with #.