Refund Policy

Last Updated: April 10, 2024

At Textile Terrace, we are committed to providing high-quality textile products that meet our customers' expectations. We understand that sometimes products may not meet your requirements or expectations. This Refund Policy outlines our procedures for returns, exchanges, and refunds.

1. Return Eligibility

1.1 Standard Products

For our standard catalog products, you may request a return under the following conditions:

• The return request is made within 30 days of receiving the products
• Products are in their original packaging
• Products are unused, unwashed, and in resalable condition
• Products do not fall under the non-returnable items category (see section 1.3)

1.2 Custom-Made Products

For custom-made or specially ordered products created according to your specifications:

• Returns are only accepted if the products are defective or do not match the agreed specifications
• Return requests for custom products must be made within 14 days of receiving the products
• We reserve the right to inspect the products to verify the claimed defect or specification mismatch

1.3 Non-Returnable Items

The following items cannot be returned or refunded:

• Custom-cut or processed fabrics (unless defective)
• Products that have been modified, altered, or processed in any way after delivery
• Products that show signs of use, damage, or soiling caused after delivery
• Sample products clearly marked as "non-returnable" or "sample"
• Closeout or clearance items marked as "final sale"

2. Return Process

2.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at returns@textileterrace.com or call +449274174701 within the eligible return period
2. Provide your order number, product details, and reason for return
3. Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number if your return is approved
4. Do not ship any products back without an RMA number

2.2 Return Shipping

Once your return request is approved:

• Package the products securely in appropriate packaging to prevent damage during transit
• Clearly mark the RMA number on the outside of the package
• Ship the package to the address provided by our customer service team
• We recommend using a trackable shipping method and purchasing shipping insurance
• Keep your proof of shipping until the return is completed

2.3 Return Shipping Costs

Return shipping costs are handled as follows:

• If products are being returned due to our error (wrong items shipped, defective products, etc.), we will cover the return shipping costs
• If products are being returned for any other reason, the customer is responsible for the return shipping costs
• For returns where we cover the shipping costs, we will either arrange for pickup or provide a prepaid shipping label

3. Refunds

3.1 Refund Processing

After we receive and inspect your returned products:

• We will notify you about the status of your refund
• If approved, your refund will be processed within 10 business days
• Refunds will be issued using the same payment method used for the original purchase
• Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account

3.2 Refund Deductions

Please note that the following deductions may apply to refunds:

• A restocking fee of up to 15% may apply for non-defective returns
• Costs of any value-added services already performed (such as dyeing, printing, or finishing)
• Any damage to products beyond normal inspection
• Original shipping charges are generally not refundable unless the return is due to our error

3.3 Partial Refunds

Partial refunds may be granted under these circumstances:

• Products show signs of use or wear but are still returnable
• Products are returned without original packaging or documentation
• Only part of an order is returned
• Products have minor defects but are still usable

4. Exchanges

4.1 Exchange Process

If you wish to exchange products for a different color, size, or variant:

• Follow the same initial process as for returns
• Clearly specify which products you want in exchange
• If the replacement products are of equal value, no additional payment will be necessary
• If the replacement products are more expensive, you will need to pay the difference
• If the replacement products are less expensive, we will refund the difference

4.2 Availability for Exchanges

Exchanges are subject to product availability. If your requested exchange products are not in stock, we will offer you these options:

• Wait for the products to become available
• Select alternative products
• Receive a refund instead of an exchange

5. Defective Products

5.1 Quality Claim Process

If you receive defective products:

• Contact us within 14 days of receiving the products
• Provide clear description and, if possible, photographs of the defects
• We may request samples to be returned for inspection
• Our quality control team will assess the claimed defects

5.2 Remedies for Defective Products

If products are confirmed to be defective, we offer the following remedies:

• Replacement of the defective products
• Full refund including any shipping costs you incurred
• Partial refund if only part of the order is defective
• Credit for future purchases

6. Special Order Cancellations

6.1 Cancellation Policy

For special or custom orders:

• Cancellations requested before production begins may be subject to a cancellation fee of up to 30% of the order value
• Cancellations requested after production begins but before shipping may be subject to a cancellation fee of up to 70% of the order value
• Orders cannot be canceled after shipping

6.2 Deposit Refunds

For orders requiring deposits:

• Deposits are generally non-refundable for custom orders
• Partial deposit refunds may be issued at our discretion depending on the stage of production
• Deposits for standard products may be refunded if canceled before processing begins

7. Bulk Order Considerations

For bulk orders (defined as orders exceeding £10,000 or 1,000 units):

• Custom return terms may be specified in your contract or purchase order
• Inspection before acceptance is recommended
• Industry-standard quality variation tolerances apply unless otherwise specified in writing
• Partial returns may be considered on a case-by-case basis

8. Contact Information

If you have questions about our refund policy or need assistance with a return or exchange, please contact us:

• Email: returns@textileterrace.com
• Phone: +449274174701
• Mail: Textile Terrace Returns Department, 166 Palmer Rapids, Julieborough BS5 8PJ, United Kingdom

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.