Refund policy
Returns Policy
This policy applies to purchases made from Textile Traders ("we", "us") online, by phone, or by any other distance method. It does not affect your statutory rights.
1. Your right to cancel (change of mind)
You have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods.
To cancel, email us at mail@textiletraders.co.uk stating clearly that you wish to cancel and which order it relates to.
Once you have told us you're cancelling, you must send the goods back to us within 14 days.
2. Return postage costs
If you are returning an item because you've changed your mind, you are responsible for the cost of return postage.
If an item is faulty or not as described, we will pay for return postage. See section 5.
We recommend using a tracked, insured service. You are responsible for the goods until they reach us, so we can't accept responsibility for items lost or damaged in transit.
3. Condition of returned goods
Please return items in their original condition and packaging where possible. You may handle goods as you would in a shop to decide whether to keep them, but you may be liable for any reduction in value caused by handling beyond that. We may deduct a reasonable amount from your refund if this has happened.
4. Refunds
We will refund the price of the goods, plus the original standard delivery charge, within 14 days of receiving the goods back (or of receiving proof that you have sent them back, if earlier). If you chose a more expensive delivery option than our standard one, we will only refund the standard delivery cost.
Refunds will be made to the original payment method, at no cost to you.
5. Faulty or misdescribed items
If an item is faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015.
- Within 30 days of delivery, you can reject the item and receive a full refund.
- After 30 days (and within 6 months), you are entitled to a repair or replacement. If that is unsuccessful, you may be entitled to a refund or price reduction.
- After 6 months, you may still be entitled to a remedy, but you may need to show that the fault was present when the item was delivered.
Please contact us at mail@textiletraders.co.uk with your order number and, where possible, photographs of the problem. We will pay for return postage for faulty or misdescribed items, and will refund reasonable return costs you have already incurred, or provide a prepaid label.
6. Items that cannot be returned
The right to cancel does not apply to:
- Earrings, for reasons of hygiene.
- Fabric that has been cut to length to your order, as this is made to your individual requirements.
This does not affect your rights if these items are faulty or not as described.
7. Your statutory rights
Nothing in this policy affects your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
8. Where to send returns
Textile Traders
New Farm
St Mawgan
Newquay
Cornwall
TR8 4HH
Please include your name and order number with your parcel.
9. Contact us
mail@textiletraders.co.uk | 07800 925188 | Monday - Thursday, 9.30am - 3pm