Refund policy
Custom Orders are non refundable
- Please note that all yarn is hand-dyed and the color will not look identical to the photos. Colors may also look different depending on the device that you are using. If you wish to make a return because of the color, it must shipped back within 30 days. Shipping costs will not be refunded. If you received free shipping, the shipping cost will also be deducted from your refund.
- It is the customers responsibility to ensure enough yarn was purchased at the same time for the same project to ensure skeins match. If you purchased yarn at separate times for the same project and skeins do not match, that is the customers responsibility.
- Hand dyed yarn will need to be purchased all at once to ensure color consistency. Similar to when buying paint, the mixtures and recipes can vary drastically.
- If there was an error on our end, we will issue a refund and take care of all shipping costs. However, if 30 days do pass you will be eligible for store credit only.
- An error on our end would be if your sales receipt does not match the package that your received.
- Please read below for our full return policy.
All refunds/returns/exchanges for the items, and handmade goods are decided on a case-by-case basis. I want you to be happy with your purchase from Hespan.
Refunds/returns/exchanges for other items can be arranged by e-mailing hespan.fo@gmail.com .
Items are entitled to be refunded or returned based on complaint. If an item is unsatisfactory, a written explanation is needed before the item may be considered for a refund. Buyer must take into account the description of the item before requesting a refund. If the item matches the description by the seller and the buyer is unsatisfied, seller is not responsible for refund.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hespan.fo@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hespan.fo@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.