At Osona Yarns we take pride in offering high-quality yarns and craft supplies, and your satisfaction is our priority. Due to the nature of our products we do not accept returns, exchanges or refunds, except where goods are defective or incorrect.
Defective or incorrect items
If you receive an item that is damaged, faulty or not what you ordered, please notify us within 48 hours of receiving your order. If it was delivered by rider, you can hand the order back to the rider. We will gladly arrange a replacement or issue a store credit or refund where applicable.
Conditions for reporting an issue
- The item must be unused and in its original packaging.
- Proof of purchase is required.
- You must provide clear photos of the defective or incorrect item.
How to report a problem
Email info@osonayarns.com, or call or message us on WhatsApp at +254 792 103 432, with your order number, a description of the issue and your photos. Returns can also be made at any of our branches.
Please note
- We do not accept returns or offer refunds for change of mind, colour variation due to screen differences, or cut yarns and fabrics.
- All clearance and custom orders are final.
- Delivery fees are non-refundable unless the error is on our part.
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed to your original method of payment within 3 working days.