Refund & Returns Policy

We have a 14-day return policy for eligible products. This means you have 14 days after receiving your order to request a return.

To be eligible for a return, the item must be unused, unwashed, uncut and in the same condition in which it was received. You will also need your receipt or proof of purchase.

To request a return, please contact us at sales@whotex.co.uk before sending your order back.

Returns should be sent to:

Whotex Ltd
9 Trafford Road
Reading
RG1 8JP
United Kingdom

Items returned without first requesting a return may not be accepted.

Made-to-Order Products

Certain products on our website are clearly identified as “Made to Order” on the product page.

These products are produced specifically for your order after your purchase has been placed. Made-to-Order products cannot be cancelled, returned or refunded due to a change of mind.

This does not affect your statutory rights. If a Made-to-Order product is faulty, damaged, incorrect or not as described, please contact us and we will make it right.

Cut Fabric and Custom Orders

Fabric that has been cut to a customer-requested length, customised or otherwise prepared specifically to the customer's requirements may not be eligible for return due to a change of mind.

Custom orders, personalised products and specially commissioned products are also non-returnable.

This does not affect your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

Damages, Faults and Incorrect Items

Please inspect your order when it arrives.

If your item is defective, damaged, incorrect or not as described, please contact us as soon as possible at sales@whotex.co.uk with your order details and, where appropriate, photographs of the issue.

We will assess the issue and arrange an appropriate resolution.

Return Shipping

For eligible change-of-mind returns, customers are responsible for the cost of returning the goods unless otherwise agreed.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide the appropriate return instructions.

Original Delivery Charges

Where you exercise a statutory right to cancel an eligible online order, any refund of the original delivery charge will be handled in accordance with applicable consumer law.

Additional delivery costs resulting from choosing a delivery method more expensive than our standard delivery option may not be refundable.

Sale Items and Gift Cards

Gift cards are non-returnable.

Your statutory rights regarding faulty, damaged, incorrect or misdescribed goods are not affected.

Exchanges

If you would like a different eligible product, the fastest option is to return the original item in accordance with this policy and place a new order once the return has been accepted.

Made-to-Order, customised and other non-returnable products cannot be exchanged due to a change of mind.

EU Customers – 14-Day Cooling-Off Period

If your order is delivered to a country where a statutory cooling-off period applies, you may have the right to cancel eligible purchases within the applicable period.

However, statutory exceptions may apply to goods that are made to your specifications, clearly personalised or otherwise produced specifically for you.

This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.

Refunds

Once we receive and inspect an eligible return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at sales@whotex.co.uk.

Questions

For any questions regarding returns or refunds, please contact us at:

sales@whotex.co.uk