Refund and Return Policy for In-Person Sales

 

Returns & Refunds Policy – In-Person Purchases

Version: 1.0

Effective Date: 29 July 2026

Last Reviewed: 29 July 2026

Introduction

This policy applies to purchases made in person from Fabric Mouse, including purchases made at our showroom, during an agreed demonstration or at trade shows and exhibitions.

If you purchased your item through our website, please refer to our Online Returns & Refunds Policy, as different cancellation rights apply to online purchases.

Our team is always happy to answer questions before you make a purchase, and we encourage customers to take advantage of demonstrations and product advice to ensure they choose the most suitable machine or accessory.

Before You Buy

We understand that purchasing a sewing or embroidery machine is an important decision.

Our team is always happy to discuss your requirements, demonstrate machines where appropriate and answer any questions before you make your purchase.

As in-person purchases allow customers the opportunity to inspect goods before buying, returns simply because you've changed your mind are not automatically available.

Where possible, we encourage customers to try a machine or ask for a demonstration before making their purchase. We'd much rather spend extra time helping you choose the right machine than have you leave with one that isn't suitable for your needs.

If You Change Your Mind

We are not obliged to accept the return of goods purchased in person simply because you have changed your mind.

However, where we agree to accept a return, it will be entirely at the discretion of Fabric Mouse and will depend upon the type of product, its condition and whether it can be resold as new.

Any agreed return must:

  • be authorised by Fabric Mouse before being returned;

  • be complete with all original accessories, manuals and included items;

  • be returned in the original manufacturer's packaging where applicable;

  • be in new and unused condition.

Where a return is accepted, a deduction may be made to reflect any reduction in the value of the goods resulting from handling, missing packaging or use.

Faulty Goods

If you believe a product is faulty, please contact us as soon as possible.

Many issues can be resolved quickly with advice or simple adjustments, particularly with sewing and embroidery machines.

Where inspection is required, the item will be assessed in accordance with the applicable warranty and your statutory consumer rights.

Items That Cannot Normally Be Returned

Because of the nature of the products we sell, we are generally unable to accept change-of-mind returns for:

  • software that has been unsealed or activated;

  • downloadable software or digital products;

  • gift cards;

  • classes, workshops and event bookings;

  • fabric, ribbons, wadding or other products cut to your requirements;

  • instruction manuals purchased separately;

  • machine parts ordered specifically for your machine;

  • consumable products that have been opened.

If you're unsure whether a product can be returned, please ask before making your purchase.

Demonstration, Approved Pre-Loved & A-Grade Machines

Demonstration, approved pre-loved and A-Grade machines are sold according to their individual condition.

Any cosmetic marks or signs of previous use will normally have been reflected in the description or discussed before purchase.

As these machines are sold with their condition made clear, they are not eligible for return simply because a customer changes their mind after purchase.

This does not affect your rights if a machine develops a fault covered by its warranty or your statutory consumer rights.

Custom & Special Order Products

Products that have been specially ordered, customised or manufactured specifically for a customer cannot normally be cancelled or returned once the order has been confirmed.

If you are unsure whether a product is a special order item, please ask before placing your order.

Refunds

Where a return has been agreed by Fabric Mouse, the returned goods will be inspected before any refund is processed.

Approved refunds will normally be made using the original payment method.

Any agreed refund may be reduced where the condition of the returned goods prevents them from being sold as new.

Shipping Costs

Where goods are returned following an agreed in-person sale, customers are responsible for arranging and paying for any transport or courier costs unless otherwise agreed by Fabric Mouse.

Our Advice

We'd always rather help you choose the right product before you buy than deal with a return afterwards.

If you're unsure which machine, accessory or product is right for you, please ask.

We'll always do our best to offer honest advice and help you make the right decision.