Refund policy

Request a Return or Exchange

Submit your return request through our Self-Service Return Portal: https://account.smartisans.com/orders

For exchanges, add a note to your return request specifying the exact items you'd like to receive instead. Please include both the SKU code and product name for each exchange item (e.g., "Send in Exchange: SKU 8111NW, ChiaoGoo 12 Inch US-2.5 Regular Red Stainless Steel Circular Knitting Needles"). When we receive your return, we'll handle any price differences through an invoice or refund.

What Can Be Returned

We accept returns of most merchandise within 30 days of delivery, provided:

  • You request the return within 30 days of receiving your order
  • You ship the return within 10 days of approval
  • Items are in new, unused condition with all original manufacturer's packaging, tags, and enclosures intact
  • Books are unread and in new condition

What Cannot Be Returned

Due to copyright restrictions, we cannot accept returns of:

  • Patterns (printed or digital)
  • CDs, DVDs, or software

ChiaoGoo Warranty Items: ChiaoGoo covers all manufacturing defects (e.g., rough spots, missing set components, or cable issues) with a lifetime warranty. Whether the item is new or used, do not return it to us. Please follow the ChiaoGoo Lifetime Warranty process for replacement: https://smartisans.com/pages/chiaogoo-lifetime-warranty

Our error

If we shipped the wrong item or your item arrived damaged (not a manufacturer defect), we'll correct the problem at our expense. If we ask you to return the item, we'll provide you with a return shipping label. When we receive the return, we will send a replacement or issue a refund.

Return Shipping

After approving your return, we'll email a prepaid return label and deduct its cost from your refund. The prepaid shipping label is valid for 10 days after approval.

Important: The carrier must receive your return package within 10 days, or the prepaid label will expire, and the return will be cancelled.

Refunds

We issue refunds within 5 business days of receiving your return, provided all conditions are met.

Refund amount:

  • Full purchase price of returned items
  • Minus a $4.99 handling fee if we shipped your order for at no charge
  • Minus the return label cost
  • Original shipping charges are non-refundable

Partial refunds or return rejection: We reserve the right to issue partial refunds or reject returns for items that are not in new condition, are missing packaging or components, show signs of use, or do not meet our return requirements.

Last updated: December 27, 2025