Returns & Refunds Policy

1. Overview

Patternata offers digital design services, subscriptions, digital products and custom printed products.

Because different types of products have different cancellation and refund rules, this policy covers: custom printed fabrics, scarves and made-to-order items; digital downloads and digital motif packs; Patternata subscriptions; damaged, faulty or incorrect products; cancellation requests; refund processing.

UK guidance confirms that businesses only have to offer refunds for certain categories of goods, such as personalised or custom-made items, where the item is faulty. It also confirms that online customers usually have cancellation rights, but different rules apply to downloads and streaming services.  

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2. Custom printed and made-to-order products

Custom printed products include items such as: printed fabrics; printed scarves; custom textile products; products printed using a design created in Patternata; products printed using artwork uploaded by the customer; any item produced specifically for an individual order.

These products are made to order and produced according to the details selected or supplied by the customer.

For this reason, we do not accept returns, refunds or cancellations for custom printed or made-to-order products because of: change of mind; incorrect product choice; incorrect size, scale or quantity selected by the customer; incorrect delivery information supplied by the customer; unwanted design choices; customer-uploaded artwork errors; spelling, layout or image quality issues supplied by the customer; colour expectations based only on screen display; failure to check the order details before purchase.

This does not affect your statutory rights if the product is faulty, damaged, not as described or otherwise fails to meet the standards required by law.

 

3. Customer responsibility before ordering

Before placing an order for a custom printed product, you are responsible for checking: the selected product; the selected fabric or material; the dimensions; the scale of the design; the repeat type; the placement of motifs or artwork; the preview image; the quantity; any text or spelling included in the design; the quality and resolution of uploaded artwork; the delivery address; the order summary at checkout.

Once a custom printed order has entered production, it may not be possible to cancel, amend or pause the order.

 

4. Colour and print variation

Digital previews are provided as a guide only.

Printed colour may vary from what appears on screen due to: monitor and device settings; screen brightness; fabric base; print process; dye behaviour; lighting conditions; finishing processes; differences between digital preview and physical textile output.

Minor colour, scale, texture, alignment or finish variation within normal production tolerance is not considered a fault.

Where exact colour matching is important, we recommend ordering a sample where available before placing a larger order.

 

5. Faulty, damaged or incorrect custom products

If your custom printed product arrives faulty, damaged, misprinted, materially different from the confirmed order, or incorrect due to our error or a production error, please contact us at:

Email:  info@patternata.com

Please contact us within 7 days of receiving the item and include: your order number; your full name; a description of the issue; clear photographs of the product; photographs of the packaging if the item arrived damaged; any other relevant information.

We will review the issue and may offer, depending on the circumstances: a replacement; a repair where appropriate; a partial refund; a full refund; another suitable remedy.

UK guidance states that businesses must offer remedies where goods are faulty, not as described, or not fit for purpose.  

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6. Damage during delivery

If an item arrives damaged, please notify us promptly using the contact details above.

Please keep the product and packaging until we have reviewed the issue. We may need photographs or further information to raise the matter with the delivery provider, fulfilment partner or production supplier.

Damage during delivery will be reviewed on a case-by-case basis.

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7. Lost or delayed deliveries

Delivery times are estimates unless expressly stated otherwise.

We are not responsible for delays caused by: postal or courier disruption; customs processing; incorrect delivery information; failed delivery attempts; local import checks; events outside our reasonable control.

If your order appears to be lost, please contact us and we will investigate with the relevant delivery provider or fulfilment partner.

Where a parcel is confirmed lost, we may offer a replacement or refund depending on the circumstances.

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8. Digital products and motif downloads

Digital products may include: motif packs; digital design assets; templates; downloadable files; digital pattern resources; other downloadable creative content.

Digital products are usually made available immediately after purchase.

Because digital products cannot usually be returned once accessed or downloaded, refunds are not normally offered after access has been provided, unless: the file is faulty; the file cannot be accessed because of an issue on our side; the wrong file was supplied; your statutory rights require a remedy.

Different rules apply to digital downloads under UK online selling rules, and businesses must give customers clear information before purchase.  

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9. Subscriptions

Patternata may offer monthly, annual, lifetime or other subscription plans.

Subscription details, including price, billing period, renewal terms and included features, will be shown at the point of purchase.

Unless stated otherwise: monthly subscriptions renew monthly; annual subscriptions renew annually; cancellation stops future renewal; cancellation does not automatically refund the current billing period; access may continue until the end of the paid period; failure to use the subscription does not create an automatic right to a refund.

You are responsible for cancelling your subscription before the next renewal date if you do not wish to continue.

Refunds for subscriptions may be considered where: duplicate payment has occurred; billing error has occurred; access was not provided due to an issue on our side; required by applicable law.

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10. Lifetime access purchases

If Patternata offers lifetime access, the meaning of “lifetime” will be explained in the relevant offer and Terms & Conditions.

Lifetime access purchases are generally non-refundable once access has been provided, unless: access was not provided; there was a technical or billing error; the purchase was misdescribed; a refund is required by law.

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11. Cancellation before production or access

Where possible, we may accept cancellation requests before: a custom printed order enters production; a digital product is accessed or downloaded; a subscription or paid feature has been activated.

However, cancellation cannot be guaranteed once processing, production, access or fulfilment has started.

To request cancellation, contact:  info@patternata.com

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12. Return shipping

If we ask you to return a faulty, damaged or incorrect item, we will explain the return process.

Where the issue is confirmed as our error, production fault, damage in transit, or another issue for which we are responsible, we may cover reasonable return shipping costs or provide a return label where available.

If a return is accepted as a goodwill exception for any other reason, return shipping arrangements and costs will be confirmed separately.

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13. Refund method and timing

Approved refunds will usually be made to the original payment method. Refund processing times may vary depending on: payment provider; card issuer; bank processing times; currency; platform used for purchase; whether the order involved third-party fulfilment.

Once we approve a refund, we will process it within a reasonable period.

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14. Non-refundable items and charges

Unless required by law, the following are generally non-refundable: custom printed products without fault; made-to-order items without fault; digital products already accessed or downloaded; subscriptions after the billing period has started; shipping charges where delivery was completed correctly; import duties, customs fees or local taxes; customer errors in uploaded artwork or order details;  colour variation within normal production tolerance.

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15. How to request help

To request a return, refund, replacement or cancellation review, please contact:  info@patternata.com Please include: order number; account email address; description of the issue; photographs where relevant; date of delivery; preferred resolution, if applicable.

We may ask for further information before making a decision.

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16. Abuse of returns or refund process

We reserve the right to refuse refund or return requests where we reasonably believe there has been: misuse of the returns process; fraudulent claims; repeated false claims; deliberate damage; breach of our Terms & Conditions; unauthorised commercial exploitation of Patternata assets.

 

17. Statutory rights

Nothing in this policy limits or excludes your statutory rights.

If you are a consumer, you may have legal rights where products are faulty, not as described, not fit for purpose, or where required pre-contract information has not been provided.

For most online purchases, consumers must be told about cancellation rights, and failure to provide required information can extend the cancellation period.  

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18. Changes to this policy

We may update this Returns & Refunds Policy from time to time.

The updated version will be posted on our website with a revised “last updated” date.

Continued use of Patternata after the updated policy is posted means you acknowledge the updated policy.