Thank you for shopping at The Fabric Warehouse. We’re committed to providing quality products and excellent customer service. We value your satisfaction and aim to make your shopping experience smooth and transparent.
Please review our policy carefully before making a purchase.
1. How to Start a Return, Exchange, or Refund Request
All returns, exchanges, or refund requests must begin with an email.
Please contact us at info@thefabricwarehouse.co.za with:
- Your order number
- A detailed explanation of the issue
- Clear photos if the product is damaged or incorrect
Important: Items returned without prior approval will not be processed.
2. Non-Returnable Items
Due to the nature of our products, we cannot accept returns or exchanges on the following:
- Fabric cut to size (sold per metre, including dress, curtain, or upholstery fabric)
- Haberdashery items such as threads, needles, zips, dyes, paints, glues, and trims
- Sewing patterns and any custom or made-to-order products
These exclusions are in line with the South African Consumer Protection Act and are due to hygiene, customisation, and handling restrictions.
3. Eligible Returns & Exchanges
You may return or exchange eligible products if all of the following apply:
- You notify us within 7 days of receiving your order
- The item is unused, in original packaging, and in resaleable condition
- You have the original receipt or order confirmation
Exchanges are subject to product availability. If the item you want is unavailable, we will offer an alternative or refund, depending on your preference.
4. Faulty or Incorrect Items
If you receive an item that is defective, damaged, or not what you ordered, you are entitled to a repair, replacement, or refund within 6 months of purchase in accordance with the Consumer Protection Act.
This does not apply to:
- Damage caused by misuse or neglect
- Normal wear and tear
- Failure to follow care instructions
Report any issues as soon as possible to avoid delays.
5. Online Order Cancellations (Cooling-Off Period)
In line with the Electronic Communications and Transactions Act, online orders may be cancelled within 7 days of delivery—except for:
- Custom-made or personalised items
- Fabrics cut to order
- Products excluded due to hygiene or handling reasons
Where applicable, this cooling-off period does not override our non-returnable item list.
6. Return Process & Shipping
Customers are responsible for the cost of returning items.
You may:
- Arrange your own courier, or
- Ask us to arrange collection (the cost will be quoted and deducted from any refund due)
Please note: We are not liable for any damage or loss during return shipping if you use your own courier.
7. Final Decision
All return, exchange, and refund requests are assessed individually. The Fabric Warehouse reserves the right to make the final decision in line with this policy. Our goal is to be fair while protecting the quality and integrity of our products.
Need Help?
If you have any questions, feel free to contact us:
Tel: 012 666 7988
Mobile/WhatsApp: 061 942 0414
Email: info@thefabricwarehouse.co.za