Refund policy
Refund and returns policy
What you are buying
Everything on this store is a sample: a colour card, or fabric cut by the metre. Metre samples are cut for your order; colour cards are supplied in the format the mill issues them in.
Colour on a screen
Colour on a screen is not colour in the hand. To judge a shade properly, order the physical colour card and look at it in your own light.
If a sample is not as shown
If, within the first month after your parcel arrives, you believe a colour card or metre sample is not as shown on its product page, email support@fivepointfabric.com with your order number and the article code. You may have one product line from that order replaced once under this policy - one colour card, or one metre sample.
Not happy? Until 30 November 2026
For orders placed on or before 30 November 2026: if you are not happy with a sample, for any reason, email support@fivepointfabric.com within 14 days after your parcel arrives, with your order number and the article code. You choose what happens next - store credit for the price you paid for that sample, or the same item sent to you again. There is no need to send the sample back to us. This applies once per product line on an order, and it does not cover the shipping you paid, unless the item was wrong or damaged, which is covered by "Damaged, incorrect, or never arrived" below.
Change of mind
Metre samples are cut for your order and cannot be sold again, so we do not refund or take a sample back simply because you have changed your mind after the parcel has been handed to the carrier. That does not affect your position where goods are damaged, incorrect, never arrived, materially different from how they were described, or otherwise covered by applicable law - write to us.
Colour, weave and batch
Colour and weave can vary between dye lots, and between a screen image, a physical sample and later fabric. A minor variation of that kind is not necessarily a defect. This does not limit your position if the goods are materially different from how they were described or from a sample we agreed with you. It is also exactly what a physical sample is for: order the colour card and judge the shade in your own light before you commit.
Damaged, incorrect, or never arrived
Write to us within 30 days after a damaged or incorrect parcel arrives. If your parcel has not arrived within 30 days after it was sent, write to us then; that is a contact point, not a deadline that cuts down any longer right you have under applicable law. Include your order number and a short description. A photo helps us investigate damage, but it is not required. We will send the item again or refund it, at your choice, subject to applicable law.
Cancelling an order
You can cancel an order and get your money back at any time before your parcel has been handed to the carrier. Email support@fivepointfabric.com with your order number and we will confirm.
Exchanges and sending things back
Where we replace or refund a sample, we do not ask you to send the original back - keep it.
We pay the postage on a replacement. A replacement is for the same article, or for another of the same value or less; if you would rather have something dearer, you pay the difference before we send it.
If we cancel an order
If we cancel a whole order, we refund everything you paid for it. If we cancel part of an order, we refund the difference between what you paid and what you would have paid for the goods that remain, including any resulting reduction in shipping, tax, handling or other charges.
How a refund is paid
When a refund is due under this policy or under the law that applies to you, we send it to the original payment method, or methods, where Shopify allows it. If that is not possible, we will agree another lawful way with you.
Store credit and refunds
Store credit is issued as a balance on your customer account, and you can put it towards a later order. It is valid for 12 months from the moment it is issued, and any balance left after that expires. If an order is cancelled or refunded in full, we reverse the store credit that order generated. If part of an order is refunded, we reverse that credit in proportion to the refunded product line. We never make your account balance negative: where the credit has already been spent, we record the adjustment and review it by hand.
Your legal rights
Nothing in this policy limits rights you have under the law of the place you buy from, or any other right or remedy that cannot lawfully be excluded.
Who you are buying from
Five Point Fabric Co. is the trading name of DEEPOINT HUB LIMITED, a company registered in Hong Kong at Flat 701, 7/F, Block B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong. Contact us at support@fivepointfabric.com.