Returns
This policy sets out procedures in respect of sampling, your rights to cancel an order and the process for returning items.
Swatches and stock cuttings
Please note that swatches sent may vary slightly in texture or shade to actual stock fabric.
If colour matching is critical, stock cuttings of any of our fabrics can be requested providing you give us an idea of the required order quantity.
Fabric will be reserved against stock cuttings for 7 days after which the pieces will be released back into stock if we have not received confirmation of your requirements.
If placing an order after receipt of a stock cutting it is essential that your order is clearly marked
‘Fabric reserved against stock cutting reference ……….sent ……….’
Cancellation
You may have a right to cancel your order in the following circumstances
If we have told you about a change to your item or our terms and conditions which you do not agree to
If there is an error in the price or description of the item on our website and you do not wish to proceed with your order
If delivery of your item is going to be significantly delayed (i.e. for more than 30 days)
If we have done something wrong
Returns
For most items ordered online you have a legal right to change your mind and return goods to us within 14 days after you receive your order
In certain circumstances your right to change your mind will not apply such as if the fabric has been specifically dyed or processed according to your own specification
Please examine the fabric carefully before cutting as claims will not be accepted for any reason whatsoever after the customer, their staff, agents or makers up, has cut the fabric and no claims will be accepted in respect of any costs of making up.
You may return goods to us if the fabric is faulty or damaged or does not match the description of it on our website
We will exchange the fabric or refund the cost of the fabric and pay the costs of returning the goods
If the fabric is faulty
If the fabric is damaged
If the fabric does not match the description on our website
If we have made a change to your item or our terms which you do not agree to
If there was an error in the price or description of the fabric and you do not wish to retain the order
If we have done something wrong
Claims procedure
The Buyer shall notify the Seller of any defects/or shortages within 14 days of the delivery date.
Returns for wrongly ordered fabric must be notified to us within 14 days of delivery and can only be accepted providing goods are uncut/undamaged and in original packaging.
If fabric has been incorrectly ordered a 25% handling surcharge to cover administrative costs, will be charged on the value of the returned goods.
All goods being returned for credit must be received within 30 days from date of the invoice.
Returned items that are received damaged due to insufficient packaging and not suitable for re-sale may forfeit credit
SILK AS A FABRIC
Silk is a natural and unique fibre and comes in many different weights, textures and finishes.
Some silks have characteristic slubs and irregularities and variations in the shade or weave which are common to those particular fabrics should not be considered as defects.
All Silks, though, are susceptible to colour changes when exposed to ultra violet light or strong direct sunlight and some colours may be more prone to this than others.
Please ask a member of the sales team for advice applicable to the usage of your fabric.
Pongees cannot accept liability for any fading or discoloration, therefore we strongly recommend the use of UV filters on windows and light proof linings and interlinings as well as suitable protection of leading edges for curtains.
Pongees supply with all deliveries a ’Silk Fabric Information’ leaflet giving general guidance to the technical characteristics of most of our silk fabric qualities. This leaflet contains important information regarding the performance and handling necessary for the majority of silk fabrics and should be read by all customers before processing the delivered fabric.
CARE OF SILK
Silk should be dry-cleaned by a specialist. If pressing, use a cool iron and press on reverse side only.