Returns Policy

Bespoke:

You can rest assured that Fencasa will endeavour to do everything possible to ensure you will be 100% satisfied with your final product. You will be guided through our website and shown a selection of fabrics whilst discussing your visions over the phone or email with one of our expert design specialists.

Once you have narrowed down your favourite fabrics you will be posted samples, at no cost to you, for approval by you or your client. Although every effort is made to ensure fabrics ordered match your samples, please consider slight colour variations may occur from batch to batch due to the dyeing process.

We offer extensive measuring guides to assist you with measuring all types of windows for all heading types. Unless Fencasa has carried out a full site survey and taken the measurements we cannot be held responsible for incorrect measurements. All measurements must be confirmed in writing and a confirmation email will be sent for approval. Please take your time to carefully read this as it will include very important information regarding you order. This will ensure every step has been taken to make sure your measurements are correct and we can then proceed with the production of your order.

Everything we offer at Fencasa is bespoke and tailored to your exact specifications. Therefore anything that has been made to your exact sizes will be non-returnable. This complies with the Consumer Contract Regulations 2013 - Regulation 28(1).

Faulty Orders:

Your chosen fabric(s) will go through numerous checks throughout the different stages of production. A final quality control check is conducted to ensure nothing has been missed before your order is packed up and dispatched to you.

In the unlikely event that your order arrives faulty (i.e incorrect size, wrong fabric) or damaged we must be notified immediately. You will be asked to provide photographic evidence of any fault and all parties including manufactures and workrooms will be informed straight away to ensure we resolve the issue in a timely manner for you.

In the first instance faulty orders will not be refunded they will be rectified or replaced, in accordance with The Consumer Rights Act 2015.  We will arrange collection of any faulty goods from you, any part of your order that can still be used, will be non returnable. Fabric that is not salvageable will be replaced and this part of your order will be remade in a timely manner and delivered at no cost to you.

High value orders, tracks and poles will be sent using a reputable courier company.

If any package/item is found to be faulty/broken upon receipt of delivery please ensure you follow this procedure on receipt of delivery:

  • Sign for the delivery as damaged and report this to us immediately.

  • Take photographs of the package as it looks when it arrives, before you open it.

  • If the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us as soon as possible on the day of the delivery for us to escalate further. You must also take clear photographs to show the damage/faults to the product.

Please ensure when signing for a delivery as damaged that you keep all packaging, until you are advised to dispose of it. We will require you to submit images of the damaged package as it was when the order arrived. This enables us to claim for damages and any necessary replacement items through the courier. You will not be required to deal directly with the courier, we will do this on your behalf where possible. If you do not photograph the damaged parcel upon receipt we may be unable to offer you a replacement.

International Customers:

All international customers will be initially responsible for the cost of sending items back to us. Please note: it is important that you label the parcel as 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly. If you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order including additional postage fees.

If an item is found to be faulty, in an international order, the returns options will need to be discussed with our customer services team via email at hello@fencasa.com or telephone +44(0)203 907 7280 so we can work out the best solution for you.

Returns address for faulty orders:

Fencasa
The Old School House
Southampton Road
Cadam
SO40 2NF

Cancelling Orders:

If you change your mind and wish to cancel your order we must be contacted in writing at your earliest convenience. If you fabric has already been cut you will not be able to cancel your order.

Contact

Questions, comments and requests regarding this returns policy are welcomed and should be addressed to hello@fencasa.com.