WAK Return Policy
WAK accepts the return of all merchandise, within a period of 14 days from when you received the order, regardless of the reason.
WAK will refund the cost of the returned merchandise once they receive the products in their facilities. WAK will refund the cost of the returned merchandise, equal to the amount that the customer paid during the purchase of the returned products including the shipping costs. This includes offers, promotions and discount coupons.
Due to possible variations in stock within the 14 days allowed for a return, it is not possible to exchange products even if the costs of the products are the same. IIf you would prefer a new product, please complete the full return process and create a new order through our website.
During shipping, We Are Knitters is not held responsible for any incident or loss.
WAK is not held responsible if the products that they receive from a return and the products indicated by the customer on the return invoice are not the same. WAK will only refund the cost of the merchandise received.
The kits must be returned with all the items ordered including pattern and needles.
Packs of skeins must be returned entirely, partial returns are not accepted.
WAK will only make a refund for the cost of undamaged merchandise received in its original condition.
On the other hand, if you have received a defective product, we apology. The WAK team will personally resolve the incident as soon as possible! In this case, you should report the incident to our help center. The WAK team will get in contact with you and explain how to proceed in your particular case.
Does WAK accept returns?
Of course. If you are not satisfied with your purchase you have 14 days from the moment you receive your order to make a return of the full, complete products that you no longer want and we will issue you a refund.
Follow the steps below. See steps.
Once we receive the returned merchandise in our warehouse your refund will be issued within 7 business days. The amount to be refunded will be the price of the merchandise returned plus shipping costs proportional to the products returned.
We remind you that it is only possible to return items for a refund. For exchanges on wools, colors, models or needles, you must make a new purchase at weareknitters.ca/en.
If you have received a defective or incorrect product, please reach out to our Knitter Service team here and we will explain in detail how to proceed with the issue, offering you the best solution possible.
YOUR RETURN STEP BY STEP
INFORM WAK OF YOUR RETURN
PRINT THE DOCUMENTS
PREPARE THE PACKAGE FOR RETURN
1. Inform us of your return
Select the order and products to be reimbursed from your account, if you don't have an account please click here. It is important that you fill it out correctly and choose the type of return. You will receive a response from the customer service team with instructions on how to proceed, please do not continue with the return without receiving a response.
2. Print the documents needed
Once we receive your return form (step 1), we will generate several files for you to handle the return:
- prepaid shipping label: you will receive it at the email address you used to contact us. Print it and affix it to the outside of the box to be returned.
- return dispatch note: please print two copies. Place one copy inside your return package, and hand the second copy over to UPS when you drop of your package.
- invoice: please print it and hand it over to UPS together with the return dispatch form when you drop off your package.
3. Prepare the package for return
The product needs to be returned in the same condition in which you received it, with the original packaging and label, in the same box, or a box of similar dimensions. Include the printed return form, completed correctly, inside the box. Affix the prepaid mailing label that you received by email on the outside of the box (step 3).
Please bring your package to UPS Access Point. The postage is already prepaid by We Are Knitters, so you will not have to pay anything at the post office.
The cost of the return CA$14 will be discounted of the amount to be refunded.
How long will it take for the refund to become effective?
Within a period of less than 7 business days, after receiving the returned mechandise, WAK will refund the cost for the returned items. Any delay in the amount of time that it takes to post the refund to your account will depend on the terms of your bank, which are external of WAK and for which we cannot be held responsible.