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Pennies Haberdashery – Returns & Exchanges Policy

Last updated: 05/06/2026

Thank you for shopping with Pennies Haberdashery. This policy explains when we can offer exchanges or store credit. It complies with UK consumer-law requirements, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations for online purchases.

Pennies Haberdashery does not offer financial refunds except where strictly required by law for unresolved faults.

1. General Policy Overview

We do not offer cash or card refunds for returns.
Where a return is accepted, we issue store credit. Store credit:

  • Cannot be exchanged for cash

  • Cannot be refunded

  • Must be used within the terms printed on the voucher

2. Eligibility for Store Credit or Exchange (In-Store Purchases)

For in-store purchases, items may be returned for store credit or exchange if they:

  • Are returned within 14 days of purchase

  • Are unused, in original condition, with packaging fully sealed

  • Are accompanied by valid proof of purchase

Faulty-item rights still apply (see Section 5).

3. Items That Cannot Be Returned or Exchanged

For hygiene, product-integrity, and consumer-protection reasons, the following items are not eligible for return or exchange under any circumstances:

3(a) Hygiene-Sensitive Products

Including but not limited to:

  • Elastics and elastic trims

  • Fabric adhesives

  • Any other item where hygiene considerations prevent safe resale

3(b) Measurement-Based Products

Any item sold by weight, length, or cut measurement, including:

  • Wool / yarn

  • Sewing thread

  • Ribbons

  • Bias binding

  • Fabrics cut to size

  • Trims, cords, and similar made-to-measure items

These products cannot be returned or exchanged.

3(c) Items That Cannot Be Verified as Unused

Items where use cannot reasonably be confirmed, including:

  • Knitting needles

  • Crochet hooks

  • Knitting and crochet patterns

  • Glues (fabric glue, craft glue, multi-purpose adhesives, etc.)

  • Paints (fabric paint, craft paint, acrylics, etc.)

  • Digital or downloadable patterns (if applicable)

  • Any similar item where prior use cannot be verified

3(d) Opened or Unsealed Items

Any item that has been opened, unsealed, or had packaging tampered with.

3(e) Sale Items

Sale, clearance, or discounted items are final sale and cannot be returned or exchanged.

3(f) Store Credit Vouchers

Store credit vouchers and gift certificates cannot be refunded, replaced, or exchanged for cash.

4. Change of Mind (In-Store Purchases)

Pennies Haberdashery is not legally required to accept change-of-mind returns.
We offer store credit only where the item meets all eligibility requirements and is not excluded under Section 3.

5. Faulty or Misdescribed Items

Your statutory rights remain unaffected under the Consumer Rights Act 2015.

If an item is faulty or not as described, we may offer:

  • A repair

  • A replacement

  • Store credit

  • A refund only where legally required if a confirmed fault cannot be resolved

Faults caused by misuse, wear and tear, or improper storage are not covered.

6. Proof of Purchase

To process any return or exchange, we require one of the following:

  • A receipt

  • An online order confirmation

  • A bank/card statement clearly identifying the transaction

Without proof of purchase, we cannot issue store credit or an exchange.

7. Online Purchases (Consumer Contracts Regulations)


7.1 Right to Cancel (14-Day Cooling-Off Period)

Most online purchases include a 14-day cooling-off period from the day after delivery.

However, the right to cancel does not apply to:

  • Measurement-based items (fabric, yarn, trims, thread, ribbon, etc.)

  • Hygiene-sensitive items

  • Items that cannot be verified as unused (knitting needles, hooks, patterns, glues, paints, etc.)

  • Any opened or unsealed item

  • Custom or personalised products

  • Sale items

These items are non-returnable online as well as in store.

7.2 Condition of Returned Goods

If eligible for cancellation, returned goods must be unused, unopened, and in original packaging.
We may reduce the store credit value if handling exceeds what is necessary to inspect the item.

7.3 Refund Type for Online Orders

Pennies Haberdashery does not issue monetary refunds for change-of-mind cancellations.
Where a return is legally required, we will provide store credit only.

7.4 Faulty Items Delivered Online

If an item arrives damaged or faulty, please contact us as soon as possible.
If confirmed faulty, we may offer:

  • A repair

  • A replacement

  • Store credit

  • A refund only if legally required where a fault cannot be resolved

8. Postage Costs for Returns

  • Customers are responsible for all return postage costs, unless the item is confirmed faulty.

  • If a financial refund is legally required for a faulty item that cannot be repaired or replaced,
    the original shipping cost will be deducted from the refund amount, unless required otherwise by law.

Pennies Haberdashery is not responsible for lost return parcels. We recommend using a tracked service.

9. Policy Amendments

Pennies Haberdashery may update this policy at any time. The version in effect at the time of purchase applies.

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