Last Updated: August 2026
At Nilstar®, we are committed to supplying high-quality textile products manufactured to the specifications agreed with our customers. As many of our products are supplied by the metre, cut to order, made to measure or produced to customer specifications, please read this policy carefully before placing an order.
1. Returns Policy
Fabric and textile products cannot be returned simply because the customer has changed their mind, selected the wrong colour, pattern or specification, or no longer requires the product.
Where a fabric or textile product has been correctly supplied and is free from manufacturing defects, material defects or other faults, the product is non-returnable.
2. Cut Fabric and Made-to-Order Products
Fabric supplied by the metre, fabric cut to a customer’s requested quantity, made-to-measure products and products manufactured specifically to customer requirements cannot be returned once production or cutting has commenced, except where the product is defective, incorrectly supplied or does not conform to the agreed specification.
This includes, but is not limited to:
- Fabric cut to the customer’s requested length.
- Made-to-measure curtains and textile products.
- Custom-made textile products.
- Custom printed fabrics.
- Products manufactured to customer specifications.
- Personalised products.
- Products produced specifically for an individual project.
3. Faulty, Damaged or Incorrect Products
If you believe that your order is faulty, damaged, incorrectly supplied or does not conform to the agreed specification, please contact us as soon as possible after delivery.
Please provide your order number together with clear photographs and a description of the issue. We will assess the claim and, where the issue is confirmed to be our responsibility, provide an appropriate remedy, which may include replacement, repair or refund.
4. Inspection of Fabric
Customers should inspect fabric and textile products as soon as reasonably possible after delivery and before cutting, sewing, installing or otherwise processing the material.
Once fabric has been cut, altered, sewn, installed or otherwise processed by the customer or a third party, we cannot accept responsibility for defects that could reasonably have been identified before processing.
5. Return Process
Customers must contact Nilstar® before returning any product. Do not send products back without first receiving return instructions from our customer service team.
Email: info@nilstar.co.uk
Unauthorised returns may not be accepted.
6. Refunds
Where a refund has been approved, it will normally be processed using the original payment method.
Refunds will be processed after the relevant product or claim has been assessed. The time taken for the refund to appear in the customer’s account may vary depending on the payment provider or financial institution.
7. Return Shipping Costs
Where a product is confirmed to be faulty, incorrectly supplied or otherwise defective, Nilstar® will arrange an appropriate solution and, where applicable, cover reasonable return shipping costs.
Where a return is not related to a fault or incorrect supply, return shipping costs are the customer’s responsibility. However, such returns will only be accepted where the product is eligible for return under this policy and applicable law.
8. Non-Returnable Products
- Fabric cut to the customer’s requested length.
- Made-to-measure products.
- Bespoke and custom-made products.
- Custom printed fabrics.
- Personalised products.
- Products manufactured to customer specifications.
- Products produced specifically for an individual project.
- Products that have been cut, altered, sewn, installed or otherwise processed after delivery.
- Products that are not defective or incorrectly supplied.
9. Order Cancellation
Orders may be cancelled before production or cutting has commenced, subject to the terms applicable to the specific order.
Once production, cutting, printing or manufacturing has commenced, orders for bespoke, made-to-measure, custom printed or made-to-order products cannot normally be cancelled.
10. Statutory Rights
Nothing in this policy affects any statutory rights that cannot legally be excluded or restricted. Where a product is faulty, incorrectly supplied or does not conform to the agreed specification, applicable consumer and commercial rights will continue to apply.
11. Contact Information
Nilstar®
Email: info@nilstar.co.uk
Website: www.nilstar.co.uk