Cancellation & Returns

If you wish to cancel your order for any reason you can do so up to 7 working days after receipt of the products. This is often referred to as your “cooling off period” and the 7 days commence the day after you receive the products. You must notify us within the “cooling off period” and this must be in writing – letter, email or fax. A full refund will be made within 30 days of your cancellation following inspection of the returned product. It is your responsibility to return the item in perfect condition. The following terms apply:

Products must be returned complete, in perfect condition, unused, unwashed and with the original packaging and, you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit. Unfortunately, post and package costs are non refundable and we are not held responsible for returns that do not reach us, therefore we suggest that you return the goods to us via a Signed For service & retain proof of purchase.

If you have requested a replacement item, subject to stock, we aim to dispatch replacement items within fourteen working days. If your chosen substitute is not in stock we will contact you to offer either an alternative or a refund. Customers who have paid by credit card will have their same card credited. We will not make refunds to a 3rd party.

Please note that there is no right of cancellation for any bespoke products and, without prejudice to your rights of cancellation, we do not return or exchange on the following products:

– Cut lengths of fabric, made to measure curtains & blinds unless there is a fault in the print or base cloth of the fabric.

– Remnant Basket fabrics cannot be returned or exchanged (any faults with the fabric will have been assessed and reflected in the price.)

– We do not give refunds or exchanges on gift vouchers or gift voucher purchases.

Whilst every effort will be made to accept a cancellation of fabric this can only happen if cancellation is made prior to any cutting of the fabric.  If cutting or production as begun then we will charge 50% of the total fabric order.

All faults or damages must be reported & returned within 7 days of receipt of delivery in our original packaging.  Inspection of the goods are made within 14 working days and if the goods are faulty, we will cover all costs of postage and either refund or exchange the items.

Making Returns

Please use the returns slip provided clearly marking whether you would like a refund or an exchange and send the parcel via a Signed For service. When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Please make sure the returned items are packaged in our packaging or in such a way as to avoid damage.

If a form has not been enclosed with your order, please print off and complete the PDF below and return items to: Returns Department, Celia Birtwell Limited, Unit 5 Baseline Business Studios, Whitchurch Road, London W11 4AT

If you prefer, we will arrange to collect the products from you, but the cost of this will be charged to you and may be deducted from any refund to you. We will only refund the costs of postage where the item returned is faulty.

Sales, Discounts and Offers

All the above promotions continues whilst stocks last & subject to availability. We reserve the right to withdraw any offer without prior warning.

Claims

a) Non-receipt of goods: Any claim for the non-receipt of goods must be made in writing within a maximum of 14 days from the date of the confirmed delivery date.

b) Errors and omissions: Customers should check all deliveries immediately for shortages, faults, damages or incorrect products. The buyer must inform Celia Birtwell Limited in writing, within 7 days of the date of delivery.

c) No claim will be considered in any circumstances should the goods have been cut, modified, hung (in the case of wallpaper or wall covering) or damaged by buyer in any way.

d) Due to human error samples may be wrongly labelled and mistakes are very occasionally made in the supply of fabric but it is the customer’s responsibility to check the correct fabric has been supplied before further processing.

e) It is a characteristic of natural textiles that there will be variations in the weave, colour and texture including occasional slubs and as such claims for irregularities will not be accepted under any circumstances. To ensure exact colour matching it is advised to order quantities required for future use at one time. We are aiming for a hand printed looking fabric and while every effort is made to ensure accuracy of colours, because of the limitations of the printing process, variations may occur and colours may not always be exact. The sample you order may come from a different batch to the material you receive.  For more information about the production of the textiles and printing process please contact us at trade@celiabirtwell.com.

f) We will not be held responsible for any miscalculation of fabric & wallpaper orders. It is the responsibility of the customer to check all fabric details including repeats and drops.

g) We will not be held responsible for any fabrics fading if they have been exposed to small amounts of gas, carbon monoxide, sun, strong lights or if they have been treated after leaving us, such as Flame retarding or softeners, all of which can have an effect on the fastness.

h) If we are required to review a potentially damaged product in situ we will charge a £150 call out fee plus £0.xxx per mile.

i) Claims for labour charges will not be accepted under any circumstances.

Your Warranty

You, the buyer, warrant that all details provided on the order form/over the telephone for the purpose of purchasing the products are correct, that the credit card you are using is your own and that there are sufficient funds and/or sufficient unused limit available to cover the cost of the products.

General

We may from time to time change, alter, adapt, add or remove portions of these terms and conditions but if we do so we will post any such changes on the website.

If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of this Agreement and the remainder of the provision in question will not be affected.

English law will apply to this Agreement, and the parties agree to submit to the non-exclusive jurisdiction of the English courts.

The headings in this Agreement are for convenience only and will not affect their interpretation.

CUSTOMER RETURN FORM PDF