Returns and Refunds Policy
Thank you for shopping at Onpoki. Every item and pattern is created with great care, and I want you to feel confident and supported when placing an order. Below you’ll find how returns, refunds, and issues are handled in a fair and transparent way.
Digital Products (PDF Patterns)
All crochet patterns are delivered instantly as digital files. Because these files cannot be returned once downloaded, digital products are non-refundable.
If you experience any issue with your file (such as a missing page, download error, or lost link), contact me at info@onpoki.com. I’ll resend the PDF or help you access your files again.
Handmade Items
Each doll, charm, or ornament is made to order with careful attention. If your item arrives damaged or incorrect, please contact me within 3 days of delivery so I can resolve the issue.
Photos of the damage may be requested to help me process the claim. When eligible, refunds or replacements will be arranged as quickly as possible.
Custom Orders
Custom designs are created especially for you and therefore cannot be returned or refunded unless the item arrives damaged or incorrect.
Return Conditions
Approved returns must meet these conditions:
- The item must be unused and in its original condition.
- The customer is responsible for return shipping costs unless the item arrived damaged or incorrect.
- Returned items must be shipped back within 7 days of approval.
Refund Process
Once a returned item is received and inspected, refunds are issued to the original payment method within 10 business days. Processing times may vary depending on your bank.
Questions
If you have any doubts or concerns, please reach out at info@onpoki.com. I’m always happy to help.
Last updated: 6 November 2025