Refund policy

Last updated: 8 November 2026

Wherever you are, you can return your fabric within 14 days after the day you receive it, without giving a reason, unless one of the exceptions below applies.

  • Tell us you wish to return by emailing sales@whotex.co.uk with your order number.
  • Send the goods back within 14 days of telling us.
  • We will refund the product price within 14 days after we receive the goods back or receive proof that you have sent them back.
  • Unless the goods are faulty, damaged or not as described, you are responsible for the cost of returning them.

Made-to-order and custom print fabrics

Fabrics marked "Made to order" on the product page, and fabrics printed to your own design (for example "Print Your Own Pattern"), are produced specially after you order. These items are not eligible for cancellation or return if you simply change your mind. If you contact us immediately after ordering and before production has started, we will try to cancel the order for you.

This does not affect your rights if the goods are faulty, damaged or not as described (see below).

Condition of returned goods

Returned fabric must be in the condition you received it: unused, unwashed, uncut beyond the length supplied, not sewn or altered, and in its original packaging. You are responsible for taking reasonable care of the goods until they reach us. We may reduce your refund if the fabric has been used, washed, cut, damaged or handled more than is needed to check it.

How to return an item

  1. Email sales@whotex.co.uk with your order number and the reason for the return.
  2. We will confirm that your return is accepted and send you the return instructions.
  3. Send the goods back using a tracked service and keep your proof of postage.

Return address: Whotex Ltd, 9 Trafford Road, Reading, RG1 8JP, United Kingdom. Please do not send items back before we have confirmed your return, as parcels sent without a return request cannot be accepted.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us as soon as possible at sales@whotex.co.uk with your order number and photos. We will arrange a replacement or a refund and cover the cost of returning the item. This applies to all items, including made-to-order and custom print fabrics.

Exchanges

If you would like to exchange an item, contact us before returning it so we can check availability and explain the options.

Refunds

Approved refunds are paid to your original payment method. Once we have refunded you, your bank or payment provider may need a few additional days to show the refund on your account. If you have not received it after that time, please contact us.

Your legal rights

If you are a consumer in the United Kingdom or the European Union, you also have a legal right to cancel your order within 14 days of receiving your goods, subject to the exceptions for goods made to your specification. In this case we will also refund the cost of standard delivery (but not any extra amount paid for express or premium delivery). UK consumers also have the right to reject faulty goods within 30 days of delivery.

This policy does not limit any other rights you have under consumer protection law, including if goods are faulty, not as described or not delivered on time.

Contact

Email: sales@whotex.co.uk
WhatsApp: +44 7351 032364
Customer service hours: Monday to Friday, 9am to 5pm (UK time)