Returns & Refunds for Online Sales

Returns

If you bought the item in person, either in the shop, during an in-home demonstration, or at a trade show, please go to the following link for refund and return information : Refunds & Returns for In-Person Sales

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.*

You have 14 days, from receiving your order, to notify us of your intention to return the item or items and a further 14 days to return it. 

Several types of goods are exempt from being returned:

• Goods such as unsealed software
• Books
• Anything cut to order (such as fabric, ribbons, wadding)
• Threads cannot be returned
• A-Grade Machines
• Demonstration Machines
• Pre-loved Machines
• Sale items do not qualify for a return. 

Additional non-returnable items:

• Gift cards
• Downloadable software
• Classes and workshop bookings
• Machine parts
• Instruction Manuals -original and pdf printed

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use, sewing machines that have been opened,
CD, DVD, software that has been opened
Any item not in its original condition, is damaged or missing packaging or parts for reasons not due to our error
Any item that is returned more than 28 days after delivery.

Shipping costs are non-refundable. 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receiving your returned item.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at fabricmouseuk@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at fabricmouseuk@gmail.com and send your item to: Unit 5 Station Road Industrial Estate, Brampton on Swale, Richmond, North Yorkshire DL10 7SN

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should mail your product to: Unit 5 Station Road Industrial Estate, Brampton on Swale, Richmond, North Yorkshire DL10 7SN

You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. 

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

*New Machines – Returns, Refunds & Warranty Policy

We want customers to feel confident when purchasing a new machine from us, whether bought online, in-store, or at a trade show. As sewing and embroidery machines require careful handling and inspection once opened, the following terms apply to returns and refunds on new machines.

Returning a New Machine

Unopened Machines

Machines returned in completely unopened and sealed packaging are eligible for a full refund.

Opened but Unused Machines

If the outer packaging has been opened, but the machine has not been used and all accessories, manuals, packaging, and wrapped items remain unopened and intact, a 10% restocking fee will apply.

Unboxed but Unused Machines

If the machine has been removed from the packaging and accessories or internal items have been unwrapped, but the machine remains unused, the machine may still be returned provided all original items, packaging, and accessories are returned in complete condition. In these cases, a 15% restocking fee will apply.

Used Machines

If a machine has been used a 25% restocking fee will apply if a return is accepted. The machine must still be returned complete with all original packaging, accessories, and included items.

Warranty & Fault Inspection

If you believe your machine has a fault, it should be returned to us for inspection by our engineer under the manufacturer’s warranty process.

Machines are not automatically replaced upon return. If our engineer confirms a manufacturing or mechanical fault covered under warranty, the machine will be repaired or otherwise resolved in line with the warranty terms and returned to the customer.

Machines Reported as “Not Fit for Purpose”

If a customer believes a machine is unsuitable or not performing correctly, the machine should be returned to us for inspection and assessment by our engineer.

If the inspection confirms there is no fault with the machine and it is operating correctly within its intended specification, the customer may choose to:

• Have the machine returned to them, or
• Proceed with a return subject to the standard 25% restocking fee applicable to used machines.

We strongly encourage customers to contact us before purchase if they are unsure whether a machine is suitable for their intended use. Our team is always happy to offer guidance, demonstrations, and product advice to help customers choose the right machine for their needs.