Thank you for shopping with KEKOC. We want you to be happy with your purchase. This policy explains how returns, refunds, exchanges and product issues are handled when you shop with us.

Change-of-Mind Returns

To be eligible for a refund or exchange, you must inform us about your decision to return part or all of your order within 14 days of its receipt. You'll need a Return Authorization (RA) Number, which you can get by contacting our Customer Service Team at kekocknitting@gmail.com

Ensure all items are in their original condition with tags and packaging intact. We can't accept used items unless they're faulty or you have been sent the wrong product.

Customers are responsible for return shipping costs. We strongly recommend using a trackable service and keeping your proof of postage until your refund or exchange is processed. We're not liable for parcels lost in transit. Returns are processed within 10 working days of receipt.

For orders paid with an E-Gift card, a replacement E-Gift card will be issued via email. If you paid with a combination of debit/credit card and E-Gift card, we'll refund the debit/credit card first, and the remaining amount will be issued as a new E-Gift card.

If you return a whole order, you'll be refunded the full amount, excluding the outbound shipping charge.

If you have any issues with your items, please contact our Customer Service Team at kekocknitting@gmail.com, and they'll be happy to help.

Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the issue.

We'll review the problem and, where appropriate, offer one of the following:

• Replacement item

• Repair (where applicable)

• Full or partial refund

If a product is confirmed to be faulty, damaged in transit or incorrectly supplied, we'll cover reasonable return shipping costs where applicable.

If an individual needle in a set has a genuine structural fault, such as being broken or having a significant crack that affects its strength or use, we may replace the affected needle rather than requiring you to return the whole set.

Natural Wood & Hand-Finished Products

Our wooden needles are made from natural wood and individually hand-finished, so each needle is unique.

Small variations in wood grain, colour, texture and hand-finishing are natural characteristics of the material. Fine surface lines or markings that are smooth to the touch and do not affect the strength or normal use of the needle are not considered product defects.

Natural wood can also respond to changes in temperature and humidity, so minor changes may occasionally occur during storage, transportation or use.

We carefully inspect every needle before dispatch. However, natural wood cannot be guaranteed to remain completely unchanged over time.

If you notice that a needle is broken, has an open or clearly noticeable crack, or has damage that affects its strength or normal use, please contact us within 14 days of receiving your order and provide photos of the issue. We will be happy to review it and arrange an appropriate solution where the item is confirmed to be faulty.

This does not affect your statutory consumer rights.

Exchanges

We currently offer exchanges mainly for faulty, damaged or incorrectly supplied items.

If you would like a different size, colour or variation, you can return your original item where eligible and place a new order.

If the item you want to exchange is out of stock, we'll refund your order and send a confirmation email.

Non-Returnable Items

The following items cannot be returned unless faulty or damaged:

• Custom or personalised items

• Made-to-order products

• Items returned in used or damaged condition not caused by us

• Gift cards

Contact Us

If you have any questions about your order or you're unsure whether an issue with your item is covered, please contact our Customer Service Team:

Këköc 
Email: kekocknitting@gmail.com

We're always happy to take a look and help find the best solution.