Cancellation and refund policy
You can cancel any order within 24 hours of paying. Panels are made to your measurements, so after that they cannot be cancelled for a change of mind; counterpanes and standard pieces keep 14 days. Refunds go back to the card you paid with.
1The first 24 hours
You may cancel any order within 24 hours of paying, for any reason, including a panel made to your measurements. We do not begin work until the 24 hours have passed, so there is nothing to undo. Email orders@saracenthreads.com with your order number and we refund everything you paid.
2Counterpanes and standard pieces: 14 days
Counterpanes, roundels and any other piece in a standard size, including a panel chosen in a standard size as part of a set, keep your statutory right to cancel for 14 days, starting the day after the order is delivered. You do not need to give a reason.
- Tell us within the 14 days, by email or with the model cancellation form.
- We arrange for the piece to be collected from your address, at our cost, within 14 days of hearing from you.
- Please keep it in the condition it arrived in, folded in its wrapping if you still have it.
We may reduce a refund only if the piece has been handled beyond what was needed to see what it is, and we would tell you why before doing so.
3Panels, made to your measurements
A panel ordered from its own page is made to the width and drop you give us, starting from the full size of the piece. It is made to your specification, so once work on it has begun, after the first 24 hours, it cannot be cancelled for a change of mind. You confirm this on the product page, beside your measurements, and again at checkout. A panel keeps every right below if it is faulty, damaged or not as described.
4Damaged, faulty or not as described
Email us photographs of the piece and its packaging. We will refund it in full or send a replacement, as you prefer. Because return carriage to India costs more than most of what we sell, you usually keep the piece and there is nothing to send back.
Your legal rights are unaffected: 30 days from delivery to reject faulty goods for a full refund, then a repair or replacement, and claims for up to six years.
5When your refund arrives
| You cancel or claim | We issue the refund |
|---|---|
| Within 24 hours of paying | Within 2 working days |
| A standard piece, within 14 days of delivery | Within 14 days of our collecting the piece |
| For a damaged, faulty or misdescribed piece | Within 14 days of our agreeing the refund |
Refunds go back to the card or account you paid with, through Razorpay, and your bank usually takes a further 5 to 7 working days to show them. We refund the full price and what you paid for delivery, with no restocking charge. Duties and taxes on your parcel were paid by us, so there is nothing for you to reclaim from anyone else.
6How to cancel
Email orders@saracenthreads.com with your name and order number, telephone +91 93108 70803, or fill in the model cancellation form and send it to us. We confirm every cancellation by email.
7If you are not satisfied
Write to our Grievance Officer, who answers for the whole company:
- Designation
- Grievance Officer, THETA PUBLISHERS & C.S.R. SOLUTIONS INC.
- Telephone
- +91 93108 70803
- Address
- 20-21 Sunrise Palace, Jhalariya, Indore, Madhya Pradesh 452016, India
- Response
- We acknowledge every grievance within 48 hours and resolve it within one month of receiving it.
