Refund policy

1. Digital products

All HeyCrochet products are digital crochet patterns delivered as PDF files. No physical item is shipped. Your pattern is available for download immediately after payment and is also sent to the email address you provide at checkout.

Because digital files cannot be returned, all sales are final once the file has been delivered, except in the situations listed below. By completing your purchase you request immediate delivery of the digital content and acknowledge that, where applicable law allows (including in the EU and UK), you lose your statutory right of withdrawal once the download has been made available to you.

2. When you are entitled to a refund

We will issue a full refund if you contact us within 14 days of purchase and:

• you were charged more than once for the same product (duplicate purchase);
• the file is damaged, cannot be opened, or was never delivered, and we are unable to provide a working copy;
• the product is materially different from its description on our website; or
• the pattern contains an error that prevents you from completing it and we are unable to resolve it with you.

3. When refunds are not available

• You changed your mind after the file was delivered or downloaded.
• You bought a pattern above your current skill level — please contact us instead, we're happy to help you through it.
• Your finished item differs because of a different yarn, hook size or tension than recommended.
• You already own the pattern as part of a bundle (contact us and we'll gladly help with an exchange).

4. How to request a refund

Email hello@heycrochet.com (or simply reply to your order email) with your order number, the email address used at checkout and a short description of the problem. We reply within 1–2 business days.

Approved refunds are issued to the original payment method. Depending on your bank or card provider, it may take 5–10 business days for the refund to appear on your statement. When a refund is issued, the licence for that order ends and its download links are deactivated.

5. Our payment partner

Our order process is conducted by our online reseller and Merchant of Record, Polar (polar.sh), which handles payments, taxes, invoices and refund processing. Polar may also issue refunds at its own discretion within 60 days of purchase, for example to prevent fraud or disputes.

6. Chargebacks

If something is wrong with your order, please contact us first — we resolve almost every issue quickly. Opening a chargeback without contacting us may result in the licence for your order being revoked.

See also our Terms of service and Pattern license.