Returns & Refunds for Online Sales

Returns & Refunds Policy – Online Orders

Version: 1.0

Effective Date: 29 July 2026

Last Reviewed: 29 July 2026

Introduction

This policy applies to online purchases made directly from Fabric Mouse.

If you purchased your item in person at our showroom, during an in-home demonstration or at a trade show, please refer to our In-Person Returns & Refunds Policy, as different terms may apply.

Our aim is to make the returns process as simple and straightforward as possible. If you're unsure whether your item is eligible for return, please contact us before sending it back—we're always happy to help.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If your item is faulty, not as described or otherwise does not conform to your legal rights, please contact us as soon as possible so we can help resolve the issue.

Changing Your Mind

If you've changed your mind about your purchase, you have the right to cancel your online order within 14 days of receiving your goods.

You then have a further 14 days to return the goods to us.

To exercise your right to cancel, please contact us before returning your order so we can provide the correct return instructions.

Condition of Returned Goods

Returned items should be sent back in the same condition in which they were received.

Where reasonably possible, please return items:

  • in their original packaging;

  • with all accessories, manuals and included items;

  • clean and securely packaged for transport.

You may inspect your purchase in the same way you would in a retail shop. However, if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and function, we may make a deduction from your refund to reflect any reduction in their value, as permitted by UK consumer law.

Items That Cannot Be Returned

Unless faulty or otherwise required by law, we are unable to accept returns for:

  • software that has been unsealed or activated;

  • downloadable software or digital products;

  • gift cards;

  • classes, workshops or event bookings;

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

  • instruction manuals purchased separately;

  • machine parts ordered specifically for your machine.

For hygiene and quality reasons, certain consumable products may also be excluded from return once opened.

If you're unsure whether an item can be returned, please contact us before placing your order.

Demonstration, Approved Pre-Loved & A-Grade Machines

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

As these machines are sold with full details of their condition, returns for a simple change of mind may not be available unless required by law.

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

Returning Sewing & Embroidery Machines

Sewing and embroidery machines are precision equipment and must be returned to us in their original manufacturer's packaging, including all internal packaging, inserts and protective materials.

The original packaging has been specifically designed to protect the machine during transport. Returning a machine in alternative packaging, such as a different cardboard box, loose packing materials or unsuitable wrapping, significantly increases the risk of damage in transit.

Machines returned without their original packaging will not normally be accepted as change-of-mind returns. In addition, the courier's insurance may not provide cover if the machine has not been packaged in the manufacturer's original packaging.

Please ensure the machine is returned complete with:

  • all original accessories;
  • embroidery units (where applicable);
  • hoops supplied with the machine;
  • manuals and documentation;
  • foot control, power lead and any included attachments;
  • all original internal packaging and protective inserts.

If you're unsure whether your packaging is suitable, please contact us before arranging the return. We'll be happy to advise.

A machine returned without its original manufacturer's packaging may not be eligible for return, as we may be unable to resell it as new and it may not be adequately protected during transit.

Refunds for Returned Machines

Once your returned machine has been inspected, we will assess its condition.

Where a machine has been used beyond what is reasonably necessary to inspect and evaluate it, we may make a deduction from the refund to reflect any reduction in its value.

As a general guide:

  • Machines returned unopened and in their original sealed packaging will normally receive a full refund.

  • Machines with only the outer packaging opened but otherwise complete and unused may be subject to a deduction of approximately 10%.

  • Machines that have been fully unpacked, with accessories or internal packaging opened, may be subject to a deduction of approximately 15%.

  • Machines that have been used may be subject to a larger deduction depending on their condition and our ability to resell them as new.

Each return is assessed individually.

If You Think Your Machine Is Faulty

Please contact us before returning your machine.

Many issues can be resolved quickly by telephone, email or video without the inconvenience of returning the machine.

Where a machine does need to be returned, it will be inspected by one of our engineers in accordance with the applicable manufacturer's warranty and our Warranty Terms.

If a manufacturing fault is confirmed, we will repair, replace or otherwise resolve the issue in accordance with your legal rights and the warranty applicable to your machine.

If a Machine Is Found to Be Working Correctly

Occasionally a machine is returned because it is believed to be faulty or unsuitable.

If, following inspection, our engineer confirms that the machine is operating correctly and within its intended specification, we'll discuss the available options with you.

These may include returning the machine to you or, where applicable, accepting a change-of-mind return subject to any appropriate deduction in value described within this policy.

Return Shipping

Unless the item is faulty, incorrectly supplied or we have agreed otherwise, customers are responsible for the cost of returning goods to Fabric Mouse.

Original delivery charges are non-refundable unless required by law.

If returning higher-value items, we strongly recommend using a tracked and insured delivery service, as customers remain responsible for the goods until they are safely received by us.

Inspection & Refunds

Once your return has been received, we'll inspect the goods and notify you of the outcome.

If your return is approved, your refund will normally be processed within 14 days of receiving the returned goods (or evidence that they have been returned, where applicable).

Refunds will be made using the original payment method wherever possible.

Exchanges

If you have received a faulty or damaged item, please contact us before returning it.

Where appropriate, we'll arrange a replacement or discuss the most suitable solution with you.

If you'd simply like a different product, we'll be happy to discuss the available options once your original item has been returned and assessed.

How to Return an Item

If you would like to return an item, please email us first, explaining that you wish to return your order and the reason for the return.

We'll confirm whether the item is eligible for return under this policy and, if appropriate, provide the return address and any additional instructions.

Customers are responsible for arranging and paying for the return of their goods. Fabric Mouse does not provide a collection service, supply return shipping labels or reimburse return postage for change-of-mind returns.

When returning an item, please include your order number and your contact details inside the parcel so we can identify your return as quickly as possible.

Need Some Advice First?

Many returns can be avoided with a quick conversation.

Whether you're unsure how to use your machine, think there may be a fault or simply need help deciding whether a return is the best option, our team is always happy to help.

Please get in touch before sending anything back—we'll do our best to find the right solution.