Refund policy

At Qaushey Living (operated by The Soft Goods Company LTD), we take pride in the artisan craftsmanship, natural cotton fibers, and heritage techniques behind every piece. If you are not entirely satisfied with your purchase, we are here to help.

1. YOUR 14-DAY STATUTORY RIGHT TO CANCEL (CHANGE OF MIND)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory right to cancel your purchase within 14 calendar days of receiving your order, without providing a reason.

  • Cancellation Notification: You must notify us of your decision to cancel within 14 days of the date of delivery by emailing contactus@qaushey.com with your order number.

  • Return Window: Once you have notified us, you have a further 14 calendar days to dispatch the returned goods back to our UK fulfillment address.

  • Condition of Returned Items: Items must be returned unused, unwashed, with all original brand tags attached, and in their original packaging. Customers may handle items only to the extent necessary to establish their nature and characteristics (as you would in a physical shop). We reserve the right to make a deduction from the refund if the value of the goods has been reduced through unnecessary handling, wear, or pet hair/odours.

2. EXCLUSIONS FROM RETURNS

Under UK law, the right to cancel does not apply to:

  • Made-to-Order & Customised Products: Any textile, quilt, or homeware piece created, tailored, or printed to your specific dimensions or specifications.

  • Cut Fabrics: Pre-cut fabric lengths, swatches, or fabrics printed on demand.

  • Items Not in Original Condition: Products returned worn, damaged through misuse, washed, or missing tags.

3. RETURN SHIPPING COSTS

  • Standard Returns (Change of Mind): Customers are responsible for paying their own postage costs when returning an unwanted item. We strongly recommend using a tracked postal service (such as Royal Mail Tracked or DPD) and retaining proof of postage, as we cannot accept liability for goods lost or damaged in return transit.

  • Faulty, Damaged, or Incorrect Items: If your item arrives damaged or is faulty, we will cover the full return shipping cost or provide a prepaid return label.

4. DAMAGED, FAULTY, OR NOT AS DESCRIBED GOODS

Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

  • Artisan Character Notice: Please note that our products are authentic, handcrafted textiles. Natural botanical dye nuances, minor slub variations in pure cotton yarn, and subtle irregularities in hand-block alignment or hand-guided embroidery are inherent hallmarks of artisanal craft, not defects.

  • Reporting Transit Damage or Defects: In the unlikely event that your parcel arrives damaged or defective, email us within 30 days of receipt at contactus@qaushey.com with your order number and clear photographs of the damage.

  • Resolution: Upon reviewing the issue, we will arrange a replacement at no extra charge, provide a prepaid return label, or issue a full refund to your original payment method.

5. REFUND TIMELINES & METHODS

  • Method: Approved refunds will always be processed back to the original method of payment (credit/debit card, Apple Pay, ClearBank gateway) or issued as store credit if you specifically request it.

  • Outbound Shipping Refund: If you return an entire order within the statutory 14-day cancellation period, we will also refund our standard outbound delivery charge. Any premium or express delivery fees paid are non-refundable.

  • Processing Time: Once your return arrives at our UK facility and passes inspection, your refund will be processed within 5–7 working days. Depending on your card issuer or UK bank, it may take an additional 3–5 working days to show in your account.

6. HOW TO INITIATE A RETURN

  1. Email contactus@qaushey.com with the subject line: Return Request - Order #[Your Order Number].

  2. State the item(s) you wish to return and whether you are requesting a refund or reporting a defect.

  3. Our customer care team will reply with your Return Authorisation and detailed return instructions.

  4. Pack the items securely and post the package to our UK facility:

Qaushey Living Returns

Unit B, Chapel Street, Netherton,

Dudley, DY2 9PN,

United Kingdom

7. CONTACT US

For any questions regarding our return and refund policy:

  • Company Name: The Soft Goods Company LTD (trading as Qaushey Living)

  • Email: contactus@qaushey.com

  • Telephone: +44 7979 889956