Refund policy
That Yarn
Returns & Refunds
Every cone is chosen with care, and we want you to be happy with what you receive. If something isn’t right, we’re here to help.
Eligibility
We accept returns within 14 days of delivery, provided the yarn is:
- Unused, unwashed, and unwound
- In its original packaging and condition
For hygiene and quality reasons, we cannot accept returns on yarn that has been wound, partially used, or exposed to odors, smoke, or pet hair.
The following are final sale and cannot be returned:
- Mill-end and surplus cones sold as one-of-a-kind or last-of-stock
- Digital items and gift cards
- Custom or made-to-order selections
Natural Variation Is Not a Defect
Our yarns are curated from mills around the world, and natural fibers vary. Slight differences in color, texture, or dye lot — including variation from on-screen images caused by lighting or monitor settings — are inherent to artisanal yarn and are not considered defects. These differences are part of what makes each cone distinctive and are not eligible for return or refund on their own.
How to Start a Return
Email us at hello@thatyarn.com within 14 days of delivery if you’d like to return an eligible item. Please include your order number and the reason for the return, and we’ll reply with return instructions.
Return Shipping
- Return shipping costs are the customer’s responsibility, except where we’ve made an error — for example, if the wrong item was sent or the item arrived damaged.
- We recommend a tracked and insured shipping method. That Yarn is not responsible for returns lost or damaged in transit.
Restocking Fee
A 10% restocking fee applies to returns that are not the result of our error. This covers inspection, repackaging, and restocking.
Refunds
Once we receive and inspect your return, we’ll email you to confirm it has arrived and let you know the outcome. Approved refunds are issued to your original payment method, typically within 7–15 business days of approval, less any applicable restocking fee.
Please note:
- Original shipping charges are non-refundable.
- Refund timing after approval may also depend on your bank or card issuer.
Damaged or Incorrect Orders
If your order arrives damaged, or you received the wrong item, please email hello@thatyarn.com within 14 days of delivery with your order number and a photo of the issue. We’ll make it right — either a replacement or a full refund, including shipping, at no cost to you.
Governing Terms
This policy is offered in addition to any rights you may have under applicable consumer protection law and does not limit those rights. That Yarn is a brand of Woolith Textiles LLC, a limited liability company organized in the State of Wisconsin, United States. This policy is governed by the laws of the State of Wisconsin.
Questions before buying or returning? Email hello@thatyarn.com — we’re always glad to help.
