Return & Refund Policy
Last updated: June 2025
At Rexo Fabrics, customer satisfaction is our priority. Because fabric is a tactile product, we have established the following return and refund policy to ensure clarity and fairness for every purchase.
In-Store Purchases
All fabric sold in our physical shop is non-refundable once cut from the bolt. We encourage you to examine the fabric carefully before purchase. Our staff are always available to help you assess quality, texture, and colour accuracy in person.
WhatsApp & Remote Orders
For orders placed via WhatsApp or phone, we take extra care to describe and show the fabric through photos and videos before you commit. Because of the nature of fabric (colour variation across screens, texture that must be felt), all remote sales are final once the fabric has been cut and dispatched.
Exceptions
We accept returns or exchanges only in the following cases:
- The wrong fabric was sent compared to what was ordered and confirmed
- The fabric received has a manufacturing defect (e.g., tear, stain, or print flaw not disclosed)
- The order quantity delivered does not match what was paid for
In any of these cases, please contact us within 48 hours of receiving your order. We will arrange a replacement, exchange, or full refund — including any return shipping costs where applicable.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Fabric that has been washed, altered, or cut after delivery
- Sale or clearance items
- Head scarfs and accessories (for hygiene reasons)
- Custom-ordered or special-request fabrics
Refund Process
If a refund is approved, it will be processed within 5–7 business days via the original payment method. For cash or mobile money payments, refunds will be issued via mobile money transfer or bank transfer as agreed.
Shipping Damages
If your fabric arrives damaged due to shipping, please take photos of the packaging and the damaged item, and contact us immediately. We will work with the delivery partner to resolve the issue and arrange a replacement or refund.
Colour Variation
Please note that colours may appear slightly different on your screen compared to the physical fabric. We do our best to capture accurate representations, but minor variations are normal and do not qualify as defects.
Questions?
If you have any questions about this policy or need help with an order, please reach out:
- Phone / WhatsApp: 0208 195 654 / 0549 457 788
- Email: info@rexofabrics.com
- Visit Us: Check our Contact page for shop location and hours.