Refund policy

Scope of application

This policy governs distance purchases (online) made by consumers with delivery to European Union countries to which [company details] ships. Applicable law: Spain and EU regulations.

To exercise your online right of withdrawal, you can access it via the “Withdraw from the contract here” link available in our shop.

1) Right of withdrawal (changes of mind)

Legal period. You have 14 calendar days to withdraw without giving any reason. The period runs from receipt of the good(s) by you or by a third party indicated by you (other than the carrier).

How to exercise it. Before the period expires, you may exercise your right of withdrawal using the electronic function enabled in our online shop, via the “Withdraw from the contract here” link. From that area you will be able to identify your order, select the relevant items and submit the withdrawal request online.

You may also communicate your decision to withdraw by means of an unequivocal statement sent by email or letter to:

  • Email: shop[at]garmonyarns.com
  • Postal address: Garmon Yarns, Paseo de la Alameda 21 (premises), 28804. Alcalá de Henares. Madrid. Spain

You may use the Model Withdrawal Form in section 10), although this is not mandatory. If you use the electronic withdrawal function, you will receive confirmation of the request by electronic means.

Effects and deadlines.

  • We will refund all payments received, including standard delivery (not express delivery supplements or other premium options), within a maximum of 14 days from your communication.
  • We may withhold the refund until we have received the goods or until you provide proof of shipment, whichever occurs first.
  • The refund will be made using the same payment method used, with no fees.

Cost of return. In the case of withdrawal, the direct costs of returning the goods are your responsibility.

You can:

  • Send the return yourself using the carrier of your choice; or
  • Ask us to arrange collection: we will provide you with a shipping label and instructions and will deduct from the refund the fixed cost previously communicated and accepted.

Condition of the goods. Return the items in the same condition in which they were sent, with packaging, labelling and accessories. You may handle them only as strictly necessary to check their nature and functioning. If use exceeds that check and causes a reduction in value, we may charge you for that depreciation. If the product arrives used or unsuitable for sale, we may reject the return.

Partial shipments. If you return the entire order, we will also refund the standard outbound shipping cost. If you return only part of it, we will refund only the returned items.

Packs and promotions. If a price/discount depends on purchasing a pack or bundle, to receive a full refund you must return all items in the pack. If you return only part of it, we may recalculate the amount by retaining the discount applied to the non-returned items.
Important: sale/outlet or seasonal items are also covered by the right of withdrawal unless a legal exception applies (see section 2).

2) Exceptions to withdrawal (returns due to a change of mind are not accepted)

The right of withdrawal does not apply in the following cases, in accordance with the law:

  • Personalised products or products made according to your specifications (e.g. kits prepared to order, winding into cakes/balls on request, special orders paid for and confirmed).
  • Digital content not supplied on a tangible medium (e.g. PDF patterns) when you have given express consent for the download/performance to begin and acknowledged that you lose your right of withdrawal.
  • Periodical publications such as magazines or serial collections (except subscription contracts).
  • Made-to-measure goods or goods cut to order, such as fabrics, ribbons and cords sold by length.

3) Return procedure and logistics

  1. Request the return using the electronic “Withdraw from the contract here” function available in the online shop, or by email or letter if you prefer to use another method. State or confirm the order number, the items affected and whether it is a withdrawal, defect, order error or another issue.
  2. You will receive confirmation of the request and instructions to continue with the process. The request will be reviewed by Garmon Yarns before the return is approved or rejected.
  3. If the return relates to withdrawal due to a change of mind, the direct costs of returning the goods are your responsibility, unless Garmon Yarns has expressly agreed to bear them.
  4. If the return is due to an incorrect, damaged or non-conforming item, Garmon Yarns will bear the applicable return costs.
  5. Pack the items properly. You are responsible for damage or loss of value caused by inadequate packaging.
  6. Send the return to Garmon Yarns, Paseo de la Alameda 21 (premises), 28804. Alcalá de Henares. Madrid. Spain within 14 days of communicating the withdrawal, unless we indicate another address or specific instructions.
  7. You may also deliver the return to our warehouse by prior appointment. In the case of an approved exchange, you may take the goods with you at that time if there is stock.

4) Incorrect, damaged or non-conforming items (legal guarantee)

If you receive an incorrect, damaged or non-conforming item, we will bear the return costs and the cost of repair/replacement. If this is not possible, we will proceed with a refund or price reduction as appropriate.

  • Transport damage. Report it within a maximum of 72 hours, attaching photos and, if possible, a video of the package and its contents.
  • Order of remedies. In general, we will prioritise repair or replacement; if these are impossible or disproportionate, you may choose a price reduction or termination with refund.
  • Legal guarantee in Spain. Consumer goods are covered by a 3-year legal guarantee for lack of conformity from delivery. During the first 2 years, it is presumed that the lack of conformity already existed at the time of delivery, unless proven otherwise. This regime is independent of withdrawal.

5) Refunds

  • Refund within a maximum of 14 days from communication of the withdrawal; we may withhold it until we receive the goods or proof of shipment.
  • Same payment method; no fees.
  • For withdrawals with collection arranged by us at your request, we will deduct the return cost communicated and accepted.
  • We do not refund additional services already provided (e.g. express delivery).

6) Special items and situations

  • Gift cards (physical or digital): non-refundable.
  • Kits with a digital or printed pattern:
    • Digital: if the pattern has been downloaded/activated with your consent, withdrawal does not apply to that digital content; the remaining components will be assessed according to the general rules.
    • Printed: you may withdraw from the full kit within the period only if you return all its components in identical condition to that received and suitable for sale, including the printed pattern. If any component (including the pattern) shows use or damage that prevents its resale, the return of the kit will not be accepted. Partial returns of kits are not accepted.

7) Delivery countries

This policy applies to deliveries in the EU countries to which [company details] provides service (see countries and rates in the Shipping Policy).

8) Customer service

  • Email: shop[at]garmonyarns.com
  • Telephone: +34646615243
  • Address: Garmon Yarns, Paseo de la Alameda 21 (premises), 28804. Alcalá de Henares. Madrid. Spain

9) Applicable law, jurisdiction and dispute resolution

  • Applicable law. Spanish law shall apply. This choice shall not deprive the consumer of the protection afforded to them by the mandatory rules of their country of habitual residence (Art. 6 of Regulation (EC) 593/2008, Rome I).
  • Jurisdiction and competent courts. For consumers, in accordance with Regulation (EU) 1215/2012 (Brussels I Recast):
    ▸ the consumer may bring proceedings before the courts of their domicile or before those of Alcalá de Henares; and
    ▸ the trader may only bring proceedings against the consumer before the courts of the consumer’s domicile.
    For non-consumers (companies or professionals), the parties submit to the Courts and Tribunals of Alcalá de Henares.
  • Alternative dispute resolution (ADR). [company details] is not currently a member of the Consumer Arbitration System; it may be accepted on a case-by-case basis. Information on alternative dispute resolution entities in Spain is set out in Law 7/2017 (transposition of Directive 2013/11/EU) and in public consumer authorities.
  • EU ODR platform. The European online dispute resolution (ODR) platform was permanently closed on 20/07/2025 (Regulation (EU) 2024/3228). For cross-border complaints, the Commission offers the Consumer Redress in the EU portal.

10) Withdrawal form (model)

(Complete and send only if you wish to withdraw from the contract)

For the attention of Garmon Yarns (Elisabet García Ruiz), Paseo de la Alameda 21 (premises), 28804. Alcalá de Henares. Madrid. Spain, shop[at]garmonyarns.com:

I/Mr/Ms __________________ hereby notify you that I withdraw from my contract of sale of the following good(s):

  • Order no.: __________________
  • Product(s): __________________
  • Received on: ___ / ___ / ______
  • Name of consumer: __________________
  • Address of consumer: __________________
  • Signature (if submitted on paper): __________________
  • Date: ___ / ___ / ______

Last updated: [18/06/2026]