Unused items
Eligible return requests generally apply to unused, unwashed, and uncut items received in original condition.
Exchange and Return
Return and Exchange Guidelines
This page explains when return or exchange requests may be accepted for fabric and textile orders placed with GL Impex, including the conditions that apply to handcrafted and custom products.
Custom order limits
Custom-cut, altered, stitched, or special-order textile products may not qualify for return or exchange.
Prompt reporting
If there is damage, wrong dispatch, or a major issue with your order, reporting it quickly helps us resolve it faster.
Eligibility for Return or Exchange
Return or exchange requests may be considered for eligible items that are unused, unwashed, uncut, and returned in their original condition with any tags, labels, or packaging that came with the order.
Requests are generally reviewed only if they are raised within the return or exchange window communicated by the store at the time of purchase or shortly after delivery.
Items That May Not Be Eligible
Certain products may not be returnable because of their nature or handling requirements. This commonly includes custom-cut fabric lengths, stitched items, altered products, clearance items, and personalized or made-to-order textile pieces.
Minor shade variation, print placement differences, and handcrafted irregularities that fall within acceptable artisan standards are not usually treated as defects.
- Cut or measured-to-request fabric
- Customized or stitched products
- Used, washed, or damaged-after-delivery items
- Products returned without original condition or relevant packaging
Damaged, Defective, or Incorrect Orders
If you receive a damaged product, an incorrect item, or a materially defective order, please contact us promptly with your order number and clear photos of the issue.
We review such cases individually and may offer a replacement, exchange, store credit, or another resolution depending on the nature of the problem and stock availability.
How to Request a Return or Exchange
Please contact our support team before sending any item back. Approved requests may require you to follow specific packing and shipping instructions so the item can be reviewed properly.
Once the returned item is received and inspected, we will confirm whether the request meets the applicable return or exchange conditions.
Refunds and Replacements
If a return is approved, refunds are generally processed through the original payment method unless another arrangement is communicated. Processing time may vary based on payment provider timelines.
If an exchange or replacement is approved, dispatch of the new item depends on stock availability and operational timelines at the time of resolution.
Return Shipping Responsibility
Responsibility for return shipping may vary depending on why the item is being returned. If the return is due to a dispatch error or confirmed product issue, we may review support options on a case-by-case basis.
For preference-based returns where permitted, the customer may be responsible for return shipping and related handling unless otherwise stated.
Important Care Before Claiming an Issue
Please inspect fabric orders before cutting, washing, dyeing, or altering them. Once a product has been changed from its delivered condition, return or exchange options may no longer be available.
We recommend comparing the received item with your order details immediately after delivery so any concern can be raised in time.
Need Help With a Return?
If you believe your order qualifies for exchange or return, please contact our support team promptly with your order number, product details, and photos if relevant so we can review the request.