Refund policy

Once a purchase is made, the user has 24 hours to cancel free of charge. To do so, they can access their account and follow the instructions.

If the user has purchased in-stock products, they have 14 days from the date of receipt to exercise their right of withdrawal. If you wish to return the products, you must first contact us via email and clearly and unequivocally state your intention. We will then send you instructions on how to proceed with the shipment. Once we have received the products, which must be in the same condition as when received—unused, with tags, and in their original packaging—we will process the refund.

Shipping costs are the responsibility of the user, who is also responsible for ensuring the delivery service is effective (using services such as proof of delivery, for example). Please note that once the user receives the product, it remains their property until a refund is issued. Therefore, if the product is lost during the return shipping process, a refund will not be possible.

In the case of products purchased made to order, there will be no refund under any circumstances.

If the product is defective, the user must contact us to arrange for a replacement. This replacement will be free of charge. Whether the user wants a replacement or a refund, the refund will only be processed once we have received the product in question and assessed its condition.

Returned items will not be accepted without prior request.

The original shipping costs will not be refunded. If this purchase qualified for free shipping, the total amount will be refunded minus the shipping costs.

Please refer to the FAQs page regarding wool color loss. Slight color loss, which is not noticeable on the wool itself but may stain water or leave a slight color trace on the hands, is normal and acceptable within textile industry standards. If the color loss is noticeable in the yarn, and stains on the hands are visibly visible after thorough washing with soap and water, please contact us to arrange for a refund or replacement.

Refunds

We will notify you when we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card issuer to process and issue the refund.
If more than 15 business days have passed since we approved your return, please contact us at laia@socunatroca.cat.

For any questions regarding returns, you can contact us at  laia@socunatroca.cat.