Refund and Returns Policy

Last updated: 20 October 2026

At Nilstar®, operated by NILTAR TRADE LTD, we aim to supply high-quality fabrics and textile products in accordance with the product descriptions and specifications agreed at the time of purchase.

This policy explains how we handle faulty, damaged, incorrectly supplied and non-conforming products, as well as order cancellations and refunds for deliveries to the United Kingdom.

Nothing in this policy excludes or limits your statutory consumer rights under applicable UK law.

1. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged, incorrectly supplied or does not conform to the agreed specification, please contact us as soon as reasonably possible.

Please provide the following information so that we can assess your claim:

• Your order number.
• The name or description of the product.
• A clear description of the issue.
• Photographs showing the problem, where applicable.

We will review the issue and explain the appropriate next steps in accordance with applicable law. Depending on the circumstances and your legal rights, the available remedy may include a refund, replacement, repair or another appropriate solution.

Under UK consumer law, eligible goods may be subject to a 30-day short-term right to reject. Additional rights and remedies may apply after this period.

2. Custom, Cut-to-Length and Made-to-Measure Products

Many Nilstar® products are supplied by the metre, cut to a requested length, digitally printed or manufactured to customer specifications.

Where permitted by law, the statutory right to cancel an online purchase simply because you have changed your mind generally does not apply to goods made to the consumer’s specifications or clearly personalised.

This may include:

• Fabric cut to a customer’s requested length.
• Custom-printed fabrics.
• Made-to-measure curtains and textile products.
• Bespoke or personalised textile products.
• Products manufactured to individual project specifications.

These exclusions apply only where legally permitted. They do not remove your rights if a product is faulty, damaged, incorrectly supplied or does not conform to the agreed specification.

Fabric supplied by the metre is not automatically exempt from every statutory right. The applicable rules depend on the nature of the product and the circumstances of the order.

3. Change-of-Mind Cancellations

For eligible standard, non-personalised products purchased online, UK consumers generally have 14 days from the day after delivery to notify the seller that they wish to cancel the purchase, followed by a further 14 days to return the goods.

These cancellation rights are subject to applicable legal exceptions, including the rules governing certain bespoke and personalised products.

Where a statutory cancellation right applies, it will not be excluded by this policy.

4. Inspecting Your Order

Please inspect your fabric and textile products as soon as reasonably possible after delivery and, where practicable, before cutting, sewing, installing or otherwise processing the material.

If you identify a potential defect or discrepancy, please contact us promptly and provide supporting photographs where appropriate.

Cutting, sewing or otherwise altering a product may affect the assessment of a particular claim, depending on the circumstances. However, processing a product does not automatically remove statutory consumer rights.

5. How to Request a Return

Please contact us before returning a product so that we can review your request and provide the appropriate return instructions.

Email: info@nilstar.co.uk

Email subject: Return Request – Order Number

Please include your order number and a description of the reason for your request. Do not send products to an unconfirmed address.

6. Return Shipping Costs

Where a product is faulty, damaged, incorrectly supplied or otherwise requires a remedy under applicable law, Nilstar® will arrange or cover reasonable return costs where required by law.

For eligible change-of-mind returns, customers may be responsible for the direct cost of return postage where this has been communicated before purchase and is permitted by applicable law.

7. Refunds

Where a refund is approved or legally required, it will normally be issued using the original payment method unless another method is agreed or legally required.

For statutory online cancellation returns, refunds will be processed within the period required by law. This is generally within 14 days after the returned goods are received or evidence of their return is provided, whichever occurs first.

For faulty, damaged or incorrectly supplied products, refunds and other remedies will be handled in accordance with the applicable statutory requirements.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

8. Order Cancellations Before Production

If you wish to cancel an order, please contact us as soon as possible.

For made-to-order, custom-printed, cut-to-length and bespoke products, cancellation may be restricted once production, printing, cutting or manufacturing has commenced, where permitted by law and subject to the terms of the order.

This does not affect any statutory cancellation rights that legally apply to your purchase.

9. Contact Information

If you have questions about returns, refunds or a product issue, please contact us using the details below.

Nilstar® — NILTAR TRADE LTD
Email: info@nilstar.co.uk
Website: https://nilstar.co.uk/

10. Statutory Rights

This policy does not affect any consumer rights or remedies that cannot legally be excluded or restricted.

If any provision of this policy conflicts with mandatory UK consumer law, the applicable law will prevail.