Return Window
Our refund and returns policy lasts 30 days from the date you receive your order. If 30 days have passed since your delivery, we unfortunately cannot offer you a full refund or exchange.
Eligibility for Returns
To be eligible for a return, please ensure that:
- The item is unused and in the same condition that you received it.
- The item is in its original packaging.
- You have the receipt or proof of purchase.
How to Initiate a Return (Return Authorization)
Before mailing your item, you must receive a Return Merchandise Authorization (RMA). This helps us track your return and speed up your refund.
- Request a Return: Fill out the form on our return authorization page with your order number and the reason for the return.
- Defective Items: If the product is defective or damaged, please include photos of the damage in your email. We will review the photos and, upon approval, provide you with a pre-paid return shipping label.
- Approval: Once your request is reviewed, we will send you an RMA number and instructions on where to send your package.
Shipping Your Return
- Customer Responsibility: For standard returns (change of mind, wrong size, etc.), you are responsible for paying your own shipping costs. Shipping costs are non-refundable.
- Defective Items: We will cover the shipping costs only if the item is confirmed to be defective or damaged upon arrival.
- Tracking: If you are shipping an item over $75, we strongly recommend using a trackable shipping service (such as USPS Ground Advantage or Priority Mail) or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Refunds
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.
- Sale Items: Only regular-priced items may be refunded. Sale items are final sale.
- Partial Refunds: Partial refunds may be granted for any item not in its original condition, or items that are damaged or missing parts for reasons not due to our error.
Late or Missing Refunds
If you are expecting a refund but haven’t received it
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank, as there is often a processing period.
- If you’ve done all of this and still have not received your refund, please contact us at service@hillcountryknits.com.
Gifts
- If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
- If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves, the refund will be issued to the gift giver.