Refund & Dispute Policy

Online payments on FabriTrade are being introduced. This policy explains how money held for an order is handled once online payment is available for that order. Where online payment is not yet available, FabriTrade does not hold any money for the order, but you can still report problems and we will review them and act on the accounts involved.

1. How an order works

1. Ordered: the buyer places the order. When online payment is available, the buyer's payment is held for the order and is not passed to the seller yet.
2. Shipped: the seller ships and marks the order as shipped.
3. Delivered and confirmed: the buyer checks the goods and confirms delivery. The seller is then paid, minus FabriTrade's 3.5% commission.

If the buyer does not confirm or report a problem within 7 days after delivery (based on tracking or other proof of delivery), the order may be completed and the seller paid.

2. When a buyer can ask for a refund

• Not received: the goods never arrived, or arrived far later than the agreed lead time without agreement from the buyer.
• Not as described: the fabric is clearly different from the listing or the agreed terms. For example: wrong composition, GSM or width outside normal trade tolerance, wrong colour compared with the approved sample, missing quantity, damage, or a certification that was claimed but not valid.
• Cancelled before shipping: the buyer and seller agree to cancel, or the seller cannot fill the order.

Usually not refundable

• Change of mind after the goods are shipped, unless the seller agrees.
• Small differences that are normal in the fabric trade (for example slight shade variation between dye lots, or small GSM or width tolerances) that are not beyond what was agreed.
• Fabric that has already been cut, washed, sewn or otherwise used, except to show a hidden defect.
• Import duties, taxes and customs costs that are the buyer's responsibility under the agreed Incoterms.

3. How to open a dispute

1. Do not confirm delivery if something is wrong.
2. Message the seller on FabriTrade first. Many problems are solved quickly this way.
3. If you can't agree within 3 days, email support@fabritrade.net with your order number, what went wrong, and evidence: photos or video of the goods and labels, measurements, the packing list and tracking, and any test reports.
4. Report within 7 days after delivery. For goods that never arrived, report within 7 days after the latest promised delivery date.

4. How we decide

• We review the listing, the chat on FabriTrade, tracking, and the evidence from both sides. We may ask both sides for more information. Each side should reply within 5 days.
• We aim to decide within 14 days after we have the information we need.
• Possible outcomes: full refund to the buyer; partial refund; return and refund (the buyer ships the goods back, usually at the seller's cost if the seller was at fault); or payment to the seller if the goods match what was agreed.
• Only evidence and messages on FabriTrade are fully reliable. Deals or promises made outside FabriTrade may not be considered.

5. Refund details

• Refunds go back to the original payment method, and the timing depends on the payment provider and the buyer's bank.
• If an order is fully refunded, the seller pays no commission on it.
• Samples are refundable only if they were not received or were clearly not what was listed.
• Boosts (Featured listings) are not refundable once the boost has started, unless the listing was removed by mistake on our side.

6. Sellers

Sellers who often receive valid disputes, ship goods that don't match listings, or don't respond may lose their Verified badge, have listings removed, or be suspended. Sellers can respond to every dispute and send their own evidence.

7. Your other rights

This policy does not take away any rights you have under the consumer or trade laws of your country.

8. Contact

support@fabritrade.net, and include your order number.

This document is written in English. If we provide a translation, the English version applies where they differ. Questions: support@fabritrade.net