Return & Exchange Policy

If your item arrives damaged, not as described, or very late,
we cover the return and refund you in full.
Report it within 48 hours of delivery with a video.

Returns

You can request a return if:

1. the item arrives damaged;
2. the item is not as described in the listing (wrong colour, fabric, size or design); or
3. the item arrives more than 15 days after the latest estimated delivery date shown on the product page.

We can’t accept returns for change of mind, for items that are accurately described but not what you expected, or for items that have been worn, washed, altered or used. Custom and made-to-order items can be returned only if damaged or not as described.

How to return

1. Report within 48 hours of delivery. If you have an account, go to My Account → Refund and submit a request with your video. Checked out as a guest? WhatsApp us at +1 289-778-7144 or email [email] with your order number and an unboxing or close-up video showing the problem.
2. We review within 3 business days. We check the video with the vendor and email you our decision.
3. If approved, we send you a prepaid return label. Return shipping is free for you. Pack the item unused, in its original condition and packaging, with all tags.
4. You get a full refund. Once the vendor confirms the item arrived in the same condition, we refund the full amount, including original shipping, to your original payment method within 5–10 business days.

If the vendor can send a replacement, you can choose a replacement instead of a refund at no extra cost.

Zknit’s decision on a return is final. This does not affect your rights under applicable consumer protection laws.

Exchanges

Some vendors accept exchanges for another item from their own store. Check the product’s Store Policies tab.

1. Request within 48 hours of delivery. Open a ticket in My Account → Support Tickets, or message us on WhatsApp, with your order number and the name or link of the item you want instead.
2. The vendor approves or declines within 3 business days.
3. Send the original item back in unused condition. You pay shipping both ways: return of the original plus delivery of the new item, at Zknit’s standard rates plus a 4% payment processing fee on the shipping amount.
4. Get a coupon for the full price you paid. Once the vendor receives the original, you get a coupon for that vendor’s store to buy the new item.
   • If the new item costs more, you pay the difference at checkout.
   • If it costs less, the remainder (after shipping charges) stays as store credit with that vendor.

Cancellations

You can cancel an order free of charge until the vendor ships it. Message us as soon as possible. Custom and made-to-order items can’t be cancelled once production has started.

Questions? Zknit Lifestyle Inc. · Ontario, Canada · WhatsApp +1 289-778-7144 · [email protected]