Refund policy

Last updated: 18 October 2026

Your right to cancel

If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days after the day you receive your goods, without giving a reason, unless an exception below applies.

Tell us you wish to cancel by emailing sales@whotex.co.uk with your order number.
You must then return the goods to us within 14 days of telling us.
We will refund the product price and the cost of standard delivery (if you paid for it) within 14 days after we receive the goods back or receive proof that you have sent them back. We do not refund any extra amount paid for express or premium delivery.
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

Email sales@whotex.co.uk with your order number and the reason for the return.
We will confirm that your return is accepted and send you the return instructions.
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, and does not affect your statutory rights, including your right to reject faulty goods within 30 days of delivery.

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.

Customers outside the United Kingdom

If you are a consumer in the European Union, you may have a similar right to cancel within 14 days of receiving your goods, subject to the same exceptions for goods made to your specification. For orders delivered to other countries, you may request a return within 14 days of delivery, and the return conditions above apply. Return shipping is paid by the customer unless the item is faulty, damaged or incorrect.

Your statutory rights

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

Contact

To cancel an order, start a return, ask about an exchange or report a problem, contact Whotex Ltd:
Email: sales@whotex.co.uk
WhatsApp: +44 7351 032364
Customer service hours: Monday to Friday, 9am to 5pm (UK time)