About your order. Orders placed through any of our websites (thefabricshop.com, our primary website, and the regional domains thefabricshop.au, thefabricshop.uk, thefabricshop.eu, and thefabricshop.us) are fulfilled by our overseas fulfilment operation in China. This means that all orders, including orders delivered to addresses in Australia, are shipped as international consignments. Some of the timeframes and logistics in this Policy reflect that, in particular the 14-day window for raising fault claims (Section 5) and the cross-border return logistics (Section 9). Full details of international shipping, customs duties, and risk are set out in our Terms of Service (Sections 2, 8, and 9).

THE GOLDEN RULE: INSPECT BEFORE YOU CUT

Please inspect your fabric and goods as soon as they arrive. For fabric in particular, we cannot accept claims on any fabric that has been:

• cut from the length we supplied;
• washed;
• sewn or altered in any way.

Once you cut into the fabric, it is yours. Please verify the print, colour, weight, hand-feel, and length before you put it in the wash or lay out your pattern. This does not limit your statutory rights, including in respect of latent defects that could not reasonably have been detected before cutting, washing, or sewing: see Section 5.3.

HOW THIS POLICY APPLIES ACROSS OUR PRODUCT CATEGORIES

Different rights apply to different types of products, because some are made to your specification and others are pre-packaged stocked goods. The product taxonomy used here is the same as in our Terms of Service (Section 3) and our PrintLab Design Submission Agreement. The table below is the quick reference; the detailed rules are in the sections that follow.

CHANGE OF MIND

Because every fabric order, whether Cut-to-Length from The Yard or a PrintLab order, is cut, printed, or made to the length you have specified, we do not offer returns, refunds, or exchanges for change of mind on those items. This includes where:

• you ordered the wrong type of fabric;
• you simply do not like the design or colour in person;
• you ordered too much.

How to avoid disappointment. We strongly recommend purchasing a paid Sample Swatch before placing a larger order. This is the most reliable way to check colour, texture, weight, and print quality before you commit. Slight variation between a swatch and the final run is inherent to textile printing and is addressed in our Terms of Service Section 10.

Packaged / Whole-Unit Goods. Section 4 sets out the 14-day change-of-mind return that applies to packaged goods in every market, including the statutory withdrawal right of EU and UK consumers.

This change-of-mind policy is consistent with Section 11.2 of our Terms of Service and does not affect your statutory rights under the ACL, the UK Consumer Rights Act, or the EU Consumer Rights Directive.

14-DAY RETURNS ON PACKAGED / WHOLE-UNIT GOODS (ALL MARKETS), INCLUDING THE EU AND UK WITHDRAWAL RIGHT

Wherever you are in the world, you may return The Yard · Packaged / Whole-Unit Goods within 14 days of receiving your order, without giving a reason. For consumers in the European Union or the United Kingdom, this is also your statutory right under the EU Consumer Rights Directive (2011/83/EU) (as implemented in your national law) or the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For all other customers, it is a voluntary policy we offer on the same mechanics. This policy is reflected in Section 11.2 (global policy) and Section 11.3 (EU/UK statutory right) of our Terms of Service.

What this return covers:

• The Yard · Packaged / Whole-Unit Goods only (zippers, buttons, reels of elastic, packaged notions and haberdashery, and similar non-custom, pre-packaged items).

What this return does NOT cover (because these are goods made to your specification or clearly personalised: excluded from the EU/UK statutory right by Article 16(c) of the Directive and its UK equivalent, and excluded from our voluntary policy on the same basis):

• PrintLab orders: Customer Content and Library Content.
• The Yard · Cut-to-Length Goods (fabric cut to the length you specified).

4.1 How to Make a 14-Day Return

• Contact us at hello@thefabricshop.com within 14 days of delivery, stating your Order Number and the items you wish to return. (For EU and UK consumers, this notice also serves as your notice of withdrawal.)
• We will confirm the eligible items and provide you with a return address. Where available, we will supply a return shipping label and deduct the cost of that label from your refund; alternatively, you may arrange your own tracked return at your cost.
• You may inspect the goods to the extent necessary to establish their nature, characteristics, and functioning (as you could in a store), but you are responsible for any diminished value of the goods resulting from handling beyond that. Return the goods, with their original packaging and labels where possible, within 14 days of your notice of withdrawal.

4.2 Return Costs and Refund

• Return shipping: you are responsible for the direct cost of returning the goods to the return address we provide.
• Outbound delivery: your refund includes the cost of standard outbound delivery, up to the cost of our least expensive standard delivery option.
• Customs duties and taxes: duties, import taxes, and GST/VAT that we collected at checkout in respect of the returned goods are included in your refund. Any local taxes or charges assessed on or after delivery and paid by you directly to an authority in your country are not refunded by The Fabric Shop and must be reclaimed from the relevant authority directly (see also Section 9).
• Refund timing: we will refund the amounts described above, less any deduction for diminished value, within 14 days of receiving the returned goods (or from the date you supply evidence of return, whichever is earlier), using the same payment method as the original transaction, unless you expressly agree otherwise.
• Refund method: refunds are issued to the original payment method. Where you paid in whole or in part by gift card or store credit, we return the corresponding amount to a gift card or store credit balance, and refund any remaining amount to the original payment method.
• Condition on receipt: goods returned in damaged, used, or non-resaleable condition may attract a reduction in the refund amount proportionate to the diminished value.

FAULTY OR DAMAGED ITEMS

We have rigorous quality checks, but occasionally a fault may occur. Where you believe you have received faulty or damaged goods, this section explains how we assess and resolve claims. Your statutory rights under the ACL, UK Consumer Rights Act, and EU Consumer Rights Directive apply in full: see Section 6.

5.1 What is Considered a “Fault”?

A manufacturing fault includes (non-exhaustively):

• significant flaws in the weave, knit, or composition of the fabric base;
• large print errors, ink smudges, significant colour banding, or misregistration that materially affects usability;
• the wrong fabric type, design, or colour way being sent;
• the length of fabric falling short of the tolerance stated in Section 10.6 of our Terms of Service;
• physical damage evident on arrival.

5.2 What is NOT a Fault

• Colour variation: on-screen colour almost never matches printed ink on fabric exactly. If you did not purchase a Sample Swatch to verify colour before ordering, slight colour variation is not a manufacturing fault. See Terms of Service Section 10 for the full position on colour, batch, and base-fabric variation.
• Shrinkage: natural fibres shrink when washed. The expected shrinkage for each base fabric is stated in the care guidance for that fabric. Shrinkage within the range stated for your fabric is not a fault.
• Minor marks and specks: occasional small specks or marks are inherent to textile printing and are not in themselves a fault. Where a mark is readily visible in normal use, or where the cumulative effect of minor marks materially affects the usability of the fabric for its intended purpose, we will treat it as a fault.
• Batch-to-batch variation on reprints: slight variation between production runs of the same design is inherent to textile printing (see Terms of Service Section 10.2).
• Printer and base-fabric variation: different fabric bases absorb ink differently; variation between different bases is not a fault.
• Dimensional tolerances: finished pieces may differ from the nominal cut length by up to 3%, the usable printed width may be up to 5 cm narrower than the nominal width of the base fabric after selvedge trimming, and repeat alignment and print placement carry a tolerance of up to 2 cm. Variation within these tolerances is inherent to textile production and is not a fault. Where goods fall outside them, that is a fault. See Section 10.6 of our Terms of Service.

5.3 How to Submit a Claim

Claims must be submitted within 14 days of confirmed delivery (as recorded by the carrier’s tracking information). This 14-day window aligns with Section 11.5 of our Terms of Service.

Latent defects. The 14-day window above does not limit your statutory rights under the ACL or equivalent consumer protection legislation in your jurisdiction. Under those laws, the time to notify a supplier of a non-compliance with the consumer guarantees is a “reasonable” time. Where the nature of a fault could not reasonably have been detected within 14 days (for example, a latent fabric defect that only becomes apparent on use or wash), we will consider claims raised within a reasonable time after the fault is, or could reasonably have been, discovered.

To submit a claim:

• Do NOT cut, wash, or sew the fabric.
• Take clear photos of the fault, including at least: a full view of the fabric, a close-up of the fault with a ruler or coin for scale, and a photo of the shipping label if the packaging is damaged.
• Email claims@thefabricshop.com with your Order Number, photos, a description of the fault, and your preferred resolution (reprint, replacement, or refund).

We will assess your claim within 5 business days and respond with the outcome.

5.4 Outcomes and Return Logistics

If we verify a manufacturing fault:

• at our discretion, we may offer a reprint, replacement, or refund for the faulty portion of your order, consistent with your statutory rights. A refund for a verified fault includes the proportionate share of shipping and of any duties and taxes we collected at checkout in respect of the faulty portion;
• Treatment of faulty goods: we may, in our discretion, authorise you to dispose of or recycle the faulty item rather than return it to us. Alternatively, we may require return of the faulty item to a return address we provide, for example where we need to inspect the item in person, or where multiple claims arise on the same order or account. In that case we will provide a prepaid return label where available, or reimburse your reasonable return-shipping cost where a prepaid label cannot be issued. Nothing in this paragraph limits your statutory rights.

Refunds under this Section are issued using the method described in Section 4.2.

YOUR STATUTORY RIGHTS

6.1 Australia: Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The claims process in this Policy is offered in addition to, and does not restrict, these rights.

6.2 United Kingdom: Consumer Rights Act 2015

Goods must be of satisfactory quality, fit for purpose, and as described. Where they are not, you have a short-term right to reject (within 30 days of delivery), as well as rights to repair, replacement, or a price reduction.

6.3 European Union: Consumer Rights Directive and Sale of Goods Directive

Goods must be in conformity with the contract. Where they are not, you have a right to repair, replacement, price reduction, or termination of the contract, within a minimum period of 2 years from delivery.

6.4 United States

Goods are subject to applicable State and Federal consumer protection laws, including applicable implied warranties under the Uniform Commercial Code. Nothing in this Policy limits those rights to the extent they cannot be excluded.

CANCELLATIONS

7.1 PrintLab (Customer Content and Library Content)

PrintLab orders enter our production queue shortly after the Order Confirmation Email is sent. Once production has commenced, PrintLab orders cannot be cancelled because the printing process will have begun. This position is consistent with Section 11.1 of our Terms of Service.

7.2 The Yard · Cut-to-Length

You may cancel a Cut-to-Length order by emailing hello@thefabricshop.com before the fabric has been cut. Once cutting has commenced, cancellation is not possible.

7.3 The Yard · Packaged / Whole-Unit

You may cancel a packaged-goods order at any time before the order has been packed and dispatched, by emailing hello@thefabricshop.com.

SAMPLE SWATCHES AND THE BASE FABRICS PACK

We strongly recommend purchasing a paid Sample Swatch, or the Base Fabrics Pack (a boxed set containing a printed swatch of each of our base fabrics), before placing a larger order. Sample Swatches and the Base Fabrics Pack are sold as final-sale items and are not eligible for returns or refunds for change of mind, because their purpose is precisely to allow you to verify the product before committing. Both are covered by your statutory rights in respect of faults, and nothing in this Section limits any statutory right you may have.

INTERNATIONAL ORDERS, CROSS-BORDER RETURNS, AND CUSTOMS

All orders ship internationally from our overseas fulfilment operation in China. The following matters apply across all returns and claims and supplement Section 9 of our Terms of Service:

• Where you are entitled to a refund (for example, for a verified fault, or a 14-day return of eligible Packaged / Whole-Unit Goods), duties, import taxes, and GST/VAT that we collected at checkout in respect of the refunded goods are included in that refund. Charges assessed on or after delivery and paid by you directly to an authority in your country (such as United States or Canadian local sales taxes, or Japanese consumption tax) are not refundable by The Fabric Shop; you may be able to reclaim these from the relevant authority directly.
• For faulty-goods claims, we may authorise disposal of the faulty item on photographic evidence rather than requiring international return; alternatively, we may require return, in which case we will cover reasonable return-shipping costs or provide a prepaid label where available.
• For 14-day change-of-mind returns on Packaged / Whole-Unit Goods (all markets, including the EU/UK statutory withdrawal right), returns must be sent to the return address we provide. Return shipping is at your cost unless you use a return label we supply, the cost of which is deducted from your refund (see Section 4).
• Where a parcel is refused at the border, abandoned, or returned to us because customs duties or import taxes have not been paid, the position in Section 9 of our Terms of Service applies (duties, return shipping, destruction fees, and reasonable restocking charges are not refundable).
• Local consumer protection laws may provide additional rights beyond those set out in this Policy. Nothing in this Policy limits those rights.

CONTACT US

Please use the address below that best matches your enquiry. If you are not sure, hello@thefabricshop.com will route your message internally.

• hello@thefabricshop.com: general enquiries, account questions, cancellations, and EU/UK withdrawal requests (Section 4).
• claims@thefabricshop.com: manufacturing-fault claims (Section 5).
• legal@thefabricshop.com: disputes, escalations, and intellectual property matters.
• privacy@thefabricshop.com: personal-information and privacy requests.

Last Updated: 26 July 2026, Version 6. © 2026 The Fabric Shop Pty Ltd (ABN: 69 693 515 687). All rights reserved.