Returns: Your questions answered.

For UK customers:

How can I return a product ordered in error?

If you have chosen the wrong product in error, we can collect the fabric and replace it. This would incur a carriage and restocking fee of £25.00 (fee subject to quantity returned).

What if the goods do not meet my expected quality standard?

All claims for goods not of satisfactory quality must be notified to our Customer Services team within 30 days of delivery. We cannot accept any carrier damage claims that are signed clear or that are reported to us after 7 days following your delivery (please check before signing for your delivery). If possible, please provide images of any damage or quality issues.

For international customers:

How can I return a product I ordered in error?

If you have chosen a product in error this can, in most circumstances, be returned. However, you will be responsible for all costs incurred for the returned item.

What if the goods do not meet my expected quality standard?

  • All claims for goods not of satisfactory quality must be notified to our Export team within 30 days of delivery.
  • We cannot accept any carrier damage claims that are signed clear or that are reported to us after 7 days following your delivery (please check before signing for your delivery).
  • If possible, please provide images of any damage or quality issue.

How will my claim be processed?

Once your claim has been accepted, we will arrange for collection of the faulty goods at no cost to you. A replacement order will then be entered into our system. Once we receive your goods back we will then arrange a credit. This process normally takes between 7-14 days for UK customers and around 14 days for international customers.

What tolerance levels do you work to on your fabrics?

Please find below the pass/fail criteria guidelines that we work to within the Textile Industry along with the tolerance levels given. This is based on the number of faults:

  • For fabric widths up to and including 160cm, we work to a fault rate of one fault in 10m or 10 faults in 100m being acceptable, depending on the fault type and the severity.
  • For widths exceeding 160cm, the norm is that a higher number of faults could be tolerated. However on widths of 284cm and over, double the number of faults would not be unacceptable depending on the nature and size of the faults.
  • When more than one fault is found in the same linear metre, it is only counted as one fault.
  • Cut lengths of fewer than 10m shouldn’t have any faults. All cut lengths are inspected.
  • One split/join is allowed in a roll of fabric up to 50m. For rolls exceeding of 50m, 1 join would be classified as acceptable.

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surrounding the COVID-19 Coronavirus

A message to our customers

Things are changing day by day, minute by minute and we think it is important to keep you informed of our service levels during this time.

Following our update yesterday evening, it is clear that a large number of our customers are still able to keep working and many are making products for the NHS and Healthcare environments and continue to require fabric and other products. We want to reassure you:

 

 

PLEASE NOTE:

Our sister company Redwood TTM in Skelmersdale is continuing to manufacture medical equipment and mattresses for the NHS and Healthcare requirements at the request of the Government. Please let us know if they can help you with any medical products.

Call us or alternatively Redwood TTM on 01695 553 830 or email: sales@redwood-ttm.com

 

We intend to review things on a daily basis in line with government guidelines and will keep you informed of any changes via our website and social media.

Thank you very much in advance for your support and co-operation. Our thoughts are with you all and we hope you and your families keep safe and well during this difficult period.

 

With best regards

John Atherton

Managing Director

 

(Updated 3.45pm, 27th March 2020)