Respect & Customer Conduct

At Fabric Mouse, we're proud to have built a friendly, welcoming environment for our customers, visitors and team.

The vast majority of our customers are a pleasure to deal with, and we're grateful for the kindness, patience and respect they show us every day.

We understand that things don't always go to plan. Deliveries can be delayed, machines can develop faults and sometimes mistakes happen. We know these situations can be frustrating, and we're always happy to listen, discuss the issue and work towards a fair solution.

All we ask in return is that our team are treated with the same respect that they show to our customers.

Our Zero Tolerance Approach

Fabric Mouse operates a zero-tolerance policy towards abusive, threatening or intimidating behaviour.

This policy applies to all forms of communication, including:

  • In our shop.

  • By telephone.

  • By email.

  • Through our website chat.

  • Via social media.

  • In written correspondence.

  • In any other interaction with our team.

What We Mean by Unacceptable Behaviour

Unacceptable behaviour includes, but is not limited to:

  • Threatening or intimidating behaviour.

  • Swearing or abusive language directed towards members of staff.

  • Personal insults or derogatory comments.

  • Harassment or bullying.

  • Discrimination of any kind.

  • Aggressive or confrontational behaviour.

  • Threats of violence or damage to property.

  • Deliberately causing distress or fear to members of our team.

  • Persistent unreasonable behaviour after a matter has been fully explained or concluded.

We recognise that customers may occasionally become upset or frustrated, particularly when something important has gone wrong.

Expressing disappointment, making a complaint or disagreeing with a decision will never, by itself, be considered unacceptable behaviour.

This policy applies only where behaviour becomes abusive, threatening, intimidating or otherwise unreasonable.

If This Policy Is Breached

Where behaviour falls below the standards outlined above, Fabric Mouse reserves the right to take any action considered appropriate, including:

  • Ending a telephone call.

  • Ending an online chat or email conversation.

  • Asking a customer or visitor to leave our premises.

  • Refusing entry to our premises in the future.

  • Cancelling appointments or demonstrations.

  • Refusing to provide discretionary services or goodwill assistance.

  • Requiring all future communication to be made in writing.

  • Refusing future non-essential business where appropriate.

Each situation will be considered individually, and any action taken will be proportionate to the circumstances.

Fabric Mouse Warranties

Where a machine is covered by a voluntary Fabric Mouse warranty (rather than a manufacturer's warranty), that warranty is provided as an additional benefit to our customers and is subject to the terms of that warranty.

Serious or repeated breaches of this Respectful Behaviour Policy may result in Fabric Mouse withdrawing any remaining voluntary warranty provided directly by Fabric Mouse.

This applies only to warranties provided by Fabric Mouse itself and does not affect any statutory rights that cannot legally be excluded under UK consumer law.

Criminal Behaviour

Where behaviour amounts to a criminal offence or places the safety or wellbeing of our staff, customers or visitors at risk, Fabric Mouse reserves the right to involve the police and provide any relevant information or evidence to assist their enquiries.

Why We Have This Policy

We're a family-run business and our team deserve to work in an environment where they feel safe, respected and supported.

This policy isn't intended to discourage genuine complaints or difficult conversations. In fact, we welcome the opportunity to put things right whenever we can.

It exists solely to protect our staff and customers from the small minority of behaviour that no one should have to experience.

We believe that almost every problem can be resolved through polite conversation, mutual respect and a willingness to work together, and that's exactly how we aim to treat every customer who contacts us.