Refund policy

Last updated: October 2, 2026

30-day returns

You may request a return within 30 days after delivery. For an order delivered in separate parcels, this period starts when the last item is delivered. Email hello@stitchsonnet.com with your order number and the items you want to return.

Under our voluntary 30-day change-of-mind policy, kits must be unused, unopened and in their original packaging, with included accessories. These conditions do not override statutory inspection, withdrawal or faulty-goods rights described below. Opening a package to inspect the contents does not automatically remove a statutory right to withdraw.

How to return an item

Request a return or cancellation through your customer account, or email hello@stitchsonnet.com. You do not need to create an account to contact us by email.

Contact us for return instructions and the correct return address before posting your parcel. We will acknowledge your request and explain the next steps. A statutory withdrawal notice does not need to wait for our approval. Do not assume that the business address or the address on the parcel is the return destination.

Cancellation before dispatch

Contact us as soon as possible if you want to cancel an order before it is dispatched. If it has already been dispatched, we will explain the applicable withdrawal or return process. This does not restrict a statutory right to cancel or withdraw.

Return costs

For a change-of-mind return, you arrange and pay the direct cost of return shipping. If the item is damaged, defective, incorrect, or the return is due to our error, contact us so we can arrange the appropriate remedy and any necessary return at no additional cost. We do not charge a restocking fee.

Under our voluntary return policy, original delivery charges are normally not refunded, except where required by law or where the return is due to our error. Where statutory withdrawal rights require it, we refund the original standard delivery charge paid; a premium above the least expensive standard delivery option need not be refunded. A free-shipping order has no original delivery charge to refund.

Damaged, defective or incorrect items

Please contact hello@stitchsonnet.com promptly with your order number and a description of the problem; photographs can help us assess it. Reporting within 7 days helps us investigate quickly, but is not a deadline that removes your statutory rights. We will arrange a replacement, refund or other remedy as appropriate and required by applicable law.

Refund processing

After we receive and assess a voluntary return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to display the credit. Any shorter statutory deadline takes priority.

EU and UK withdrawal rights

Where EU or UK distance-selling rules apply, you can normally notify us of withdrawal without giving a reason within 14 days after delivery of the goods, or the last item of a split order, and send the goods back within a further 14 days. You may inspect goods as you would in a shop. Handling beyond what is necessary to establish their nature, characteristics and functioning may result in a lawful deduction for reduced value.

We will reimburse a valid statutory withdrawal within the applicable 14-day period. Where the law permits, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first. The standard delivery refund and return-cost rules above apply. A discounted price does not remove these rights.

Digital content and other exceptions

Any statutory exception for digital content or a genuinely personalised product applies only where its legal conditions are met. Access to instructions included with a physical kit does not, by itself, remove rights relating to that kit. An exception or final-sale label cannot exclude remedies for faulty or misdescribed goods where the law requires them.

Exchanges and contact

For a damaged or defective item, contact us about a replacement. Other exchanges are not routinely offered; you may request an eligible return and place a separate order. This policy does not limit rights available under applicable consumer law.

HORIZON LINK E-COMMERCE LIMITED, trading as StitchSonnet.
Business address: H02, ROOM 2204, 22/F, SEAPOWER CENTRE, 73 LEI MUK ROAD, KWAI CHUNG, New Territories, Hong Kong SAR
Email: hello@stitchsonnet.com