Last updated 24 September 2026

Terms and conditions

The terms on which we sell and deliver our pieces: who we are, what you pay, when it arrives, and what happens if you change your mind or something is wrong.

1About these terms

These terms apply to every order placed on saracenthreads.com. They are written for people buying for their own homes in the United Kingdom. At checkout you are asked to confirm that you have read them, together with our privacy policy and our cancellation and refund policy, which form part of them.

Nothing in these terms takes away your rights as a consumer. Where anything here conflicts with them, your statutory rights apply.

2Who you are buying from

Saracen Threads is the trading name of THETA PUBLISHERS & C.S.R. SOLUTIONS INC.. We are a house for the decorative arts of the Near East and Asia. The pieces we sell now are made to our designs by weaving households in the Malwa region of Madhya Pradesh, India, finished and packed in our family workshop there, and delivered from India to your door.

Trading name: Saracen Threads
Legal name: THETA PUBLISHERS & C.S.R. SOLUTIONS INC., a partnership firm registered in India
Registered address: 20-21 Sunrise Palace, Jhalariya, Indore, Madhya Pradesh 452016, India
Email: orders@saracenthreads.com
Telephone: +91 93108 70803
GSTIN: 23AAKFT1542N1ZZ
Importer Exporter Code: 0516968173
PAN: AAKFT1542N

3What you are buying

Every piece is new and made to order. None is an antique, and we never describe one as such. The descriptions on each page state how a piece is made, its size, its weight and, where the workshop has confirmed it to us in writing, its fibre. Until the collection is photographed, the pictures on the site are drawings made to each piece's measurements and colours; we will send photographs of a piece on request before you order.

Finished sizes may differ from the stated size by up to two centimetres. Colour can vary slightly between batches of yarn and from what your screen shows. Neither is a fault, unless the difference goes beyond what is described here.

4Prices and payment

Prices are in pounds sterling. The price of a piece covers its making and finishing, its packing, and the import duties and taxes due when it enters the United Kingdom, which we pay on your behalf. Nothing is payable on arrival.

Delivery to any UK address is £75, and free on orders of £499 or more. The charge is shown beside the price, in the basket and at checkout, before you pay. The Saracen Service, if you choose it, is £0 per order and is shown as a separate line. Reductions for buying several pieces are applied automatically and shown in the basket before you pay. Our full price list is published.

Payment is taken at checkout, by card or by any other method shown there, and is processed by Razorpay. We never see or store your full card details. Your bank may convert the amount into your own currency at its own rate.

If we have made an obvious mistake in a price, we will tell you before we begin work, and you may either pay the correct price or cancel for a full refund.

5How the contract is made

When you place an order you make an offer to buy. The contract between us is made when your payment succeeds and we email you an order confirmation. We keep a record of your order, including the wording you confirmed at checkout.

We may decline an order, for example if we cannot deliver to the address given or cannot verify the payment. If we do, we refund you in full straight away. You must be 18 or over and buying as a consumer.

6Making and delivery

Your order is made for you after you pay. We do not begin work for 24 hours, so that you can cancel freely in that time. Each panel is then cut and bound to your measurements, which can take up to two days, and the order joins the week's consignment, sealed in Malwa on Thursday evening. Transit by FedEx then takes 6 to 10 days to any address in the United Kingdom. We deliver to UK addresses only.

We email you when your order joins a consignment and again, with tracking, when it leaves. The piece is at our risk until it is delivered to you, and becomes yours once it is delivered and paid for. If we cannot deliver within 30 days of the delivery date we gave you, you may cancel and we will refund you in full. Our shipping and delivery policy has the detail.

7Changing your mind

Within 24 hours of paying, you may cancel any order, for any reason, and we refund everything you paid.
Panels ordered from their own page are made to your measurements. Because each is made to your specification, once work on it has begun it cannot be cancelled for a change of mind. You confirm this on the product page and again at checkout.
Counterpanes, roundels and other standard pieces, 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 delivery. Tell us within that time and we collect the piece from you at our cost.

None of this affects your rights if anything is faulty or not as described. To cancel, email orders@saracenthreads.com with your order number, or use our model cancellation form. The cancellation and refund policy sets out how it works.

8Refunds

Refunds are made to the card or account you paid with, through Razorpay. A cancellation within 24 hours is refunded within two working days. A cancellation within the 14-day period is refunded within 14 days of our collecting the piece. A refund for a faulty or damaged piece is made within 14 days of our agreeing it. Your bank usually takes a further 5 to 7 working days to show the money in your account.

We refund the full price and what you paid for delivery, with no restocking charge. We may reduce a refund made under the 14-day right only if the piece has been handled beyond what was needed to see what it is and how it hangs, as the law allows.

9If something is wrong

The law requires the goods to be as described, fit for purpose and of satisfactory quality. If they are not, you have 30 days from delivery to reject them for a full refund; after that you are entitled to a repair or replacement, or to a refund or price reduction if that does not put things right. You may make a claim for up to six years.

In practice: if a piece arrives damaged or unlike its description, email us photographs and we will refund or replace it. Because return carriage to India costs more than most of what we sell, you usually keep the piece. Telling us promptly helps us put it right quickly; it does not shorten your rights.

10Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, nor for business losses, as we supply goods for use in the home.

We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or under the Consumer Rights Act 2015.

11Events outside our control

If making or delivering your order is delayed by something beyond our reasonable control, we will tell you as soon as we can and do what we reasonably can to limit the delay. If the delay exceeds 30 days, you may cancel and we will refund you in full.

12Your information

We use your information as described in our privacy policy. We share your name, address and telephone number with FedEx and with customs, because a parcel cannot cross a border without them.

13Complaints and the law

If you are unhappy with anything, email orders@saracenthreads.com. A person reads every message and answers within one working day. You may also write to our Grievance Officer:

Designation: Grievance Officer, THETA PUBLISHERS & C.S.R. SOLUTIONS INC.
Email: orders@saracenthreads.com
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.

We are not a member of an alternative dispute resolution scheme. These terms are governed by the law of England and Wales, and you may bring proceedings in its courts. If you live elsewhere in the United Kingdom, you keep the mandatory protections of the law where you live and may bring proceedings in your local courts.

14Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one shown on the site when you placed it, and we keep a copy of the wording you confirmed at checkout.