Returns & Refunds Policy

Returns

European Union Customers

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of delivery by contacting us at info@undercoverotter.com.

After notifying us of your withdrawal, you have a further 14 days to return the goods.

To be eligible for a return, items must be unused beyond what is necessary to inspect their nature, characteristics and function, and must be returned in a condition suitable for resale.

The following products are exempt from the right of withdrawal and cannot be returned:

• Dyed-to-order products
• Products dyed, prepared, assembled, or otherwise produced specifically for your order
• Club subscriptions, mystery clubs, club boxes, and similar subscription products that are prepared specifically for the customer
• Personalised or custom-made products
• Gift cards
• Digital and downloadable products

Please do not send your purchase back before contacting us.

Customers Outside the European Union

Our voluntary return policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it.

The following items are not eligible for return:

• Sale items
• Dyed-to-order products
• Products dyed, prepared, assembled, or otherwise produced specifically for your order
• Club subscriptions, mystery clubs, club boxes, and similar subscription products
• Personalised or custom-made products
• Gift cards
• Digital and downloadable products

Please do not send your purchase back before contacting us.

Refunds

Once your return is received and inspected, we will send you an email confirming that we have received it. We will also notify you whether your refund has been approved.

If approved, your refund will be processed to the original payment method used for the purchase.

For customers within the European Union exercising their statutory right of withdrawal, refunds will be processed within 14 days of receiving the returned goods or receiving proof that the goods have been returned.

For customers outside the European Union, approved refunds will be processed within 14 days of receiving and inspecting the returned item.

Original shipping charges are non-refundable except where required by applicable consumer protection law.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again.

Then contact your credit card provider, as it may take some time before your refund is officially posted.

Next contact your bank. Processing times can vary between financial institutions.

If you have done all of this and still have not received your refund, please contact us at info@undercoverotter.com.

Sale Items

For customers outside the European Union, sale items are final sale and are not eligible for return or refund.

For customers within the European Union, statutory consumer rights remain unaffected.

Exchanges

We only replace items if they are defective, damaged, or supplied incorrectly.

As many of our yarns and fibres are dyed in small batches or are one-of-a-kind colourways, we cannot guarantee that an identical replacement will be available.

If you need to exchange an item due to a defect, damage, or error on our part, please contact us at info@undercoverotter.com before returning the item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive store credit for the value of your approved return.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves before giving it to you, any refund will be issued to the original purchaser.

Shipping

Unless the item is defective, damaged, or supplied incorrectly, customers are responsible for all return shipping costs.

Shipping costs paid at checkout are non-refundable except where required by applicable consumer protection law.

Depending on where you live, the time it takes for an exchanged product to reach you may vary.

When you choose an uninsured shipping option at checkout, Undercover Otter is not responsible for parcels that are lost after they have been accepted by the carrier.

If you are returning an item valued at more than €50, we strongly recommend using a tracked shipping service. We cannot guarantee that we will receive your returned item.