McIntosh - Returns, Refunds & Guarantees

Last updated: 20 October 2026

This Returns, Refunds & Guarantees Policy should be read together with:

  • Website Terms & Conditions
  • Delivery Information
  • 60-Day No-Quibble Guarantee
  • McIntosh Customer Charter

Customers in the European Union may also have additional mandatory rights under the laws applicable in their country and should refer to our EU Right of Withdrawal & Returns Policy.

If you have any questions, please email [email protected].

Your Right to Cancel

If you are shopping as a consumer, you normally have the right to cancel an eligible online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You must tell us that you wish to cancel:

  • Within 14 days of receiving your order; or
  • Within 14 days of receiving the final delivery where an order is delivered in several parts.

After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the date on which you notified us.

Different cancellation rules apply to downloadable digital patterns, as explained in the digital pattern section below.

How to Cancel and Return an Item

To cancel an eligible order, email [email protected] within the applicable cancellation period.

Please include your order number and a clear statement that you wish to cancel. You do not need to give a reason.

Once we receive your request, we will provide the correct return address and return instructions. Please do not send goods to our registered office or any other address unless we have instructed you to do so.

Please include sufficient information with your return for us to identify your order.

Condition of Returned Goods

You may inspect goods in the same way that you reasonably could in a shop to establish their nature, characteristics and condition.

When returning goods, please:

  • Include the original packaging, labels and yarn bands where possible.
  • Avoid winding, knitting, crocheting, washing or otherwise using yarn.
  • Open outer packaging carefully.
  • Pack the goods securely to prevent damage during the return journey.

If handling beyond what would reasonably be permitted in a shop has reduced the value of the goods, we may make a proportionate deduction from the refund to reflect that reduction in value, as permitted by law.

Refunds Following Statutory Cancellation

A statutory cancellation is a consumer’s legal right to cancel most online purchases within 14 days of receiving them, without giving a reason.

For an eligible statutory cancellation, we will refund the price paid for the returned goods. Where the entire order is cancelled, we will also refund the cost of the least expensive standard delivery option available for the delivery address.

If you selected a more expensive or express delivery service, we are not required to refund the additional amount paid above the cost of standard delivery.

Refunds will be made to the original payment method without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever happens first.

We may withhold the refund until we have received the returned goods or you have supplied evidence that they have been sent back.

We do not charge cancellation or restocking fees when you exercise a statutory cancellation right. We may only make a proportionate deduction where handling beyond what would reasonably be permitted in a shop has reduced the value of the goods.

Where a LANGYARNS or WOOLADDICTS by LANGYARNS pattern kit includes a £6 downloadable PDF pattern, the digital pattern charge is treated separately from the physical goods, as explained below. It is not a cancellation or restocking fee.

LANGYARNS and WOOLADDICTS by LANGYARNS Pattern Kits — £6 Digital Pattern Charge

The downloadable PDF pattern supplied with each LANGYARNS or WOOLADDICTS by LANGYARNS pattern kit is priced at £6, included in the total kit price.

Before we supply the PDF pattern during the 14-day statutory cancellation period, we will ask you to expressly consent to immediate digital supply and acknowledge that you will lose your statutory right to cancel the digital pattern purchase once supply begins.

You must actively select a separate, unticked checkbox to give this consent and acknowledgement. Purchasing the kit or accepting our general Terms and Conditions alone does not provide this consent. We will confirm your consent and acknowledgement in your order confirmation.

Once supply of the PDF pattern has begun and these requirements have been met, the £6 PDF pattern charge is non-refundable if you change your mind.

If you exercise an applicable statutory right to cancel and return the physical items in your kit, the £6 PDF pattern charge will be excluded from your refund only where the above requirements have been met. If those requirements have not been met, we will not withhold the £6 charge on this basis when you exercise an applicable statutory cancellation right.

Your statutory cancellation rights for the physical kit items remain unaffected. LANGYARNS and WOOLADDICTS by LANGYARNS pattern kits are excluded from our voluntary 60-day goodwill guarantee, regardless of the kit price.

Nothing in this section limits your statutory rights or remedies where the PDF pattern or physical kit items are faulty, not as described or otherwise fail to meet legal requirements.

Return Postage

Unless the goods are faulty, damaged, incorrectly supplied or not as described, you are responsible for the cost of returning them.

We strongly recommend obtaining proof of posting and using an appropriately insured or tracked service. Please retain your proof of posting until your return and refund have been completed.

When the Statutory Right to Cancel Does Not Apply

The statutory right to cancel may not apply to:

  • Digital content after downloading or streaming has begun, where you expressly consented to immediate supply and acknowledged that you would lose the right to cancel. We will confirm that consent and acknowledgement in your order confirmation.
  • Goods made to your genuinely individual specification or clearly personalised for you.
  • Sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

Printed books and printed patterns are normally covered by the statutory cancellation right unless they have been personalised or another legal exception applies.

These exceptions do not affect your rights where goods or digital content are faulty, incorrectly supplied or not as described, or where goods are damaged.

Faulty, Damaged or Incorrect Goods

Your Statutory Rights

If goods are faulty, damaged, incorrectly supplied or not as described, please contact us promptly at [email protected].

You normally have a 30-day short-term right to reject faulty goods for a refund under the Consumer Rights Act 2015.

After the first 30 days, statutory remedies may include repair or replacement and, where appropriate, a price reduction or refund. The remedy available will depend on the circumstances and the applicable law.

Nothing in this policy limits or excludes your statutory rights.

Faulty or Misdescribed Digital Patterns

You also retain your statutory rights where digital content, including a downloadable PDF pattern, is faulty, not as described or otherwise fails to meet legal requirements.

Depending on the circumstances, remedies may include repair or replacement of the digital content and, where appropriate, a price reduction or refund. The £6 change-of-mind refund restriction does not limit these rights.

If you experience a problem with a PDF pattern, please email [email protected] with your order number and details of the problem.

Return Costs Where We Are at Fault

Where goods are faulty, damaged, incorrectly supplied or not as described, we will reimburse the reasonable cost of an agreed return method.

We will also refund any applicable original delivery charges where required by law. Please contact us before returning the goods so that we can provide the appropriate instructions and return address.

Manufacturer Guarantees

Manufacturer guarantees are provided in addition to, and do not replace, your statutory rights.

KnitPro and Lantern Moon

  • Products are covered by a 12-month manufacturer guarantee against manufacturing defects, subject to the manufacturer’s current terms.
  • Where an individual needle or component fails, the usual remedy is replacement of the affected component rather than the complete set.
  • The guarantee does not normally cover wear and tear, accidental damage, misuse, unauthorised modification or cosmetic marks that do not affect use.

Addi

  • Addi products are covered by a 10-year manufacturer guarantee against manufacturing defects, subject to the manufacturer’s current terms.
  • Addi Express machines and related accessories are covered for 5 years, subject to the manufacturer’s current terms.
  • The usual remedy is repair or replacement of the affected item or component.
  • The guarantee does not normally cover wear and tear, accidental damage, misuse or unauthorised repairs.

ChiaoGoo

  • Authentic, new ChiaoGoo products purchased from McIntosh are covered by a limited manufacturer warranty against manufacturing defects during the product’s expected useful life, subject to the manufacturer’s current terms.
  • The usual remedy is repair or replacement of the affected product or component.
  • Proof of purchase, photographs, video or physical inspection may be required when assessing a claim.
  • The warranty does not normally cover wear and tear, kinked cables, metal fatigue, accidental damage, misuse, improper storage, cosmetic wear, second-hand products or products purchased from unauthorised sellers.
  • This manufacturer warranty is provided in addition to your statutory consumer rights.

How to Make a Guarantee Claim

Email [email protected] with:

  • Your order number or other proof of purchase.
  • Clear photographs or a short video showing the problem.
  • A brief description of the fault and when it appeared.

We will explain the next steps and, where necessary, liaise with the manufacturer. The affected item may need to be returned for inspection.

Knots in Yarn

Knots can occasionally occur during the production of yarn. Whether knots amount to a fault will depend on the number and nature of the knots, the product description and how they affect the reasonable use of the yarn.

If you receive yarn containing an unusual number of knots or believe that the yarn is faulty, please email [email protected] with your order number, photographs of the affected yarn and clear photographs of the ball bands showing the dye lot.

We will assess the problem and offer an appropriate remedy where applicable. This may include replacement yarn, a repair, a partial or full refund, or another remedy agreed with you. Dye-lot availability may affect whether an identical replacement is possible.

Nothing in this section limits or excludes your statutory rights.

Returns for Faults or Guarantee Claims

Please contact us before returning an item so that we can provide return instructions. Contacting us first does not affect your statutory rights.

  • Pack the item securely.
  • Include all relevant components relating to the claim.
  • Include your order number or other identifying information.
  • Keep proof of posting or tracking until the claim has been resolved.

Our 60-Day Goodwill Guarantee

In addition to your statutory rights, McIntosh offers a voluntary 60-day goodwill guarantee on eligible unopened and unused products.

You must contact us within 60 days of receiving the product and return it within 14 days after we provide the return instructions.

What Is Covered

  • Unopened yarn with its original ball bands intact.
  • Unused products in their complete original packaging.
  • Products that remain in a condition suitable for resale.

All products must also meet the eligibility requirements and exclusions below.

What Is Not Covered

  • Opened, used, wound, knitted, crocheted or washed yarn.
  • Yarn with removed, damaged or missing ball bands.
  • Digital or printed patterns.
  • LANGYARNS and WOOLADDICTS by LANGYARNS pattern kits, including their yarn, downloadable PDF patterns and other kit contents, regardless of the kit price.
  • Printed books.
  • Personalised products or goods made to an individual specification.
  • McIntosh hand-dyed yarn.
  • Products ordered from a supplier specifically to fulfil your order where the combined retail value of those supplier-ordered products exceeds £100. This includes multiple balls or skeins ordered for the same project from applicable LANGYARNS, WOOLADDICTS by LANGYARNS, Scheepjes, Lopi and Schoppel ranges.
  • Products clearly identified as non-returnable before purchase.

These exclusions apply only to our additional 60-day goodwill guarantee. They do not remove any statutory cancellation or faulty-goods rights that may apply.

The £6 PDF pattern charge included in a LANGYARNS or WOOLADDICTS by LANGYARNS pattern kit is subject to the digital pattern section above. Exclusion from this goodwill guarantee does not, by itself, remove a statutory right to cancel a digital pattern purchase.

Return postage under the goodwill guarantee is the customer’s responsibility. We recommend using a tracked and appropriately insured service.

A goodwill refund covers the purchase price of the eligible returned product only. Original delivery charges are not refunded under the goodwill guarantee.

Eligible refunds will be made to the original payment method within 14 days of receiving and inspecting the returned goods.

Business Customers

If you purchase goods wholly or mainly for business purposes, you are not treated as a consumer and statutory consumer cancellation rights do not apply.

Business purchases are governed by our Website Terms & Conditions and applicable law. Any limitations or exclusions of liability are subject to those Terms and to any liability that cannot legally be limited or excluded.

The McIntosh 60-Day Goodwill Guarantee does not apply to business purchases unless we expressly agree otherwise in writing.