Returns & the Cut-Fabric Exception

As an EU consumer you generally have a 14-day right of withdrawal on standard online orders, starting the day you receive the goods. The main exception is fabric cut to a length you specify — because it's made to your specification it's treated as personalised, so it usually can't be returned under the 14-day right. Faulty, damaged or incorrect goods are always covered by your statutory rights, cut or not.

Orders on this store are fulfilled and invoiced by XM Textiles Polska Sp. z o.o., which also handles returns. The full terms are set out in our Returns & Refunds Policy — this page is the plain-language summary.

Your 14-day right of withdrawal

On standard, uncut goods you can withdraw from the purchase within 14 days of receiving them, without giving a reason. Return the goods without undue delay — normally within 14 days of telling us you're withdrawing — and handle them only as much as you need to check their nature and characteristics. Unless we told you otherwise before you ordered, you cover the direct cost of return shipping.

Why cut-to-length fabric is usually excluded

When we cut fabric to the quantity you request, it's made to your specification and clearly personalised — so under Article 16(c) of Directive 2011/83/EU (reflected in Polish consumer law) the 14-day right of withdrawal doesn't apply. This doesn't affect your rights if the fabric turns out faulty, damaged, or isn't what you ordered.

Faulty, damaged or incorrect goods

If your order arrives faulty, damaged or doesn't match what you ordered, contact us as soon as you can. Your statutory rights on the conformity of goods apply whether or not the fabric was cut — depending on the case you may be entitled to repair or replacement, a price reduction, or to withdraw from the contract.

Refunds

Where the 14-day right applies, we refund without undue delay. For returned goods we may hold the refund until we've received them back, or until you've shown they're on the way — whichever comes first. Refunds go to your original payment method. If you chose a delivery option more expensive than our standard one, we refund the standard delivery cost, not the difference.

How to start a return

To use your 14-day right, contact us with your order number and let us know you want to withdraw — we'll confirm whether the order qualifies and send you return instructions.

For a faulty, damaged or incorrect item, contact us with your order number and a short description (photos help), and we'll advise the right procedure. Full details are in our Returns & Refunds Policy.

FAQ

Can I return cut fabric?

Usually no. Fabric cut to your requested length counts as made to your specification, so the 14-day right of withdrawal doesn't apply. If it's faulty, damaged or not what you ordered, you're still fully covered.

How do I start a return?

Contact us with your order number and tell us whether you're using your 14-day right or reporting a faulty, damaged or incorrect item. We'll confirm the procedure and the next steps.

When will I get my money back?

Where the 14-day right applies, normally within 14 days of us receiving your withdrawal notice. For returned goods we may wait until they're back or you show they've been sent. Refunds go to your original payment method.

What if my order arrives damaged?

Contact us as soon as possible with your order number and photos of the damage. Damaged, faulty or incorrect goods are covered by your statutory consumer rights, whether or not the fabric was cut to length.