Refund & Returns Policy

Digital patterns (PDF downloads)

Premium patterns are delivered instantly as downloadable files. Because a file cannot be "returned", digital purchases are not refundable once you have started a download. At checkout you ask us to deliver the file right away and confirm that you understand this.

We will always help, and refund you in full, if:

• the file is damaged, incomplete or will not open, and we cannot send you a working copy within 3 business days;
• you were charged twice for the same pattern;
• you bought by mistake and have not downloaded the file yet (ask within 14 days of purchase);
• the pattern contains an error that we cannot correct.

Found a mistake in a pattern? Tell us. We fix it and send every buyer the updated file free of charge.

Physical items from the Hook Me Up shop

• You can return unused items in their original packaging within 30 days of delivery for a full refund of the item price.
• Yarn kits can be returned if the yarn has not been wound or used.
• Return shipping is paid by you, unless the item arrived damaged, faulty or wrong, in which case we cover it.
• Original shipping charges are refunded only if the item was damaged, faulty or wrong.

Partner (affiliate) products

Items marked "Partner" are sold and shipped by another store. Returns and refunds for those items are handled by that store under its own policy. Please contact the retailer you bought from.

How to ask for a refund or return

• Email medlinose0@gmail.com with your order number (it starts with "CL-" and is on your receipt).
• Tell us what went wrong. For damaged items, a photo helps.
• We reply within 2 business days with next steps and, for returns, the return address.

When you get your money back

Approved refunds go back to the original payment method (card or PayPal) within 5 business days of approval, or of us receiving your return. Your bank may take a few more days to show it.

Coupons and discounts

If you used a coupon, the refund is the amount you actually paid. Coupons used on a refunded order are not reissued.

Your legal rights

This policy does not affect your statutory rights as a consumer in your country. See also our terms of service.