Refund policy

This policy explains how cancellations, returns, refunds, and delivery-related issues are handled at Magic Needles. Please review it carefully before placing your order.

1. Order Cancellation & Modification

Once an order has been placed, it cannot be modified or cancelled. Cancellations are not permitted since payment gateway fees, platform fees, and order preparation costs are incurred immediately upon checkout, irrespective of dispatch status. To ensure operational efficiency and maintain fair pricing for all customers, order cancellations and modifications cannot be accommodated.

We recommend reviewing all order details carefully before completing your purchase.

Willful Cancellation After Dispatch

If an order is willfully cancelled, refused, or returned after dispatch, the customer will be responsible for:

  • Forward shipping charges
  • Return-to-Origin (RTO) charges
  • Packaging & processing fee of ₹50 or 1% of the order value (whichever is higher)

Note: Refunds (where applicable) will be issued as store credit only. Store credit never expires and can be used on any future order.

2. Order Processing & Accuracy

Processing Time

All confirmed orders are processed and packed starting 8:00 AM on the next working day after order placement.

Order Accuracy

Customers are responsible for verifying all order details (product type, quantity, shipping address, phone number, etc.) before placing the order.

3. Return Policy

Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Yarns, threads, needles, hooks, and craft accessories
  • Knitting, crochet, sewing, and craft supplies
  • Made-to-order items (custom crafted for you)

Refund Method for Non-Returnable Items
For all non-returnable products, refunds (wherever applicable) will be issued only as store credit to your Magic Needles account. Store credit never expires and can be used on any future order.

Returnable Items (Certain Handmade Products)

Most hand-knitted and crocheted products are eligible for return within 7 days of delivery, unless marked as Non-Returnable on the product page.

Refund Method for Returnable Items
Approved refunds for returnable products will be processed to the original payment source used at the time of purchase, only after the returned item is received and passes inspection.

To be eligible for a return:

  • Items must be unused and in original condition
  • Tags and packaging must be intact
  • Return request must be made within 7 days of delivery
  • Return shipping costs must be borne by the customer (we recommend using a trackable courier and retaining proof of shipment)

Returns Will Not Be Accepted If:

  • The item shows signs of use
  • The item is damaged, missing parts, or not in original condition (unless due to our error)
  • The return request is initiated after 7 days of delivery

4. Damaged or Incorrect Products

If your package appears damaged or tampered with, please refuse delivery and WhatsApp images immediately to +91 98202 93979.

If you receive a wrong, defective, or damaged product:

  • Notify us within 3 days of delivery
  • Share a complete unpacking video (one continuous video from opening the parcel to identifying the issue)

A complete unpacking video is mandatory for investigation, refunds, replacements, and courier insurance claims. Requests without this cannot be processed.

Once reviewed, we will respond within 5 working days. If approved, store credit will be issued within 4–6 working days.

5. Return to Origin (RTO) Cases

If a package is returned to us due to any of the following reasons:

  • Incorrect or incomplete address
  • Invalid or unreachable phone number
  • Recipient unavailable or not contactable
  • Refusal to accept delivery
  • OTP-verified cancellation
  • Automated IVR calls not answered
  • Requests for open-box delivery (this service is not offered)

In such cases, the customer may request reshipping of the order after paying the two-way shipping charges. (For orders marked as free shipping, actual shipping costs will be applicable.)

Additionally, a processing and packaging fee of ₹50 or 1% of the order value (whichever is higher) will be deducted before reshipping.

If the customer does not request reshipping or respond within 24 hours of notification, the order will be considered closed and the remaining amount (after the above deductions) will be issued as store credit only. No monetary refund will be provided.

6. Return Shipping Address

Magic Needles Pvt. Ltd.
21, Shiv Krupa Industrial Estate
LBS Road, Vikhroli West
Mumbai – 400083
Maharashtra, India

Customers are responsible for return shipping costs. Please retain tracking details until the return is completed.

💙 Need help?
If you’re unsure about any part of this policy, feel free to reach out to us before placing your order — we’re always happy to help.