Refund Policy

Last updated: 30 September 2026

Thank you for shopping with Golden Hour Needlepoint. We want you to be happy with your purchase. This policy explains how returns, refunds and exchanges work.

Physical products (needlepoint canvases and kits)

You may return an item within 30 days of delivery if it is unused, unstitched and in its original condition and packaging. To start a return, please send us a message through our contact form with your order number and we will send you return instructions.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, faulty or incorrect. Shipping charges paid at checkout are non-refundable.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or not as described, please contact us through our contact form within 14 days of delivery with your order number and clear photos of the item and packaging. We will arrange a replacement or a full refund, including original shipping, at our discretion.

Digital products

Digital charts and downloadable files are delivered instantly and are therefore non-refundable once purchased. If you have trouble accessing or opening a file, please contact us and we will be happy to help.

Preorders

You may cancel a preorder for a full refund at any time before it has shipped by contacting us with your order number. Once a preorder has shipped, the standard returns process above applies.

Refunds

Once your return has been received and inspected, we will let you know the outcome. Approved refunds are issued to your original payment method, and it can take 5 to 10 business days for the funds to appear, depending on your bank or card provider.

Customs, duties and taxes

International orders may be subject to import duties or taxes charged by your country. These charges are the responsibility of the customer and are not refundable by us.

Contact us

For any questions about returns or refunds, please use our contact form.