Refund policy
Returns & Refund Policy
Last updated: October 27, 2025
This Returns & Refund Policy ("Policy") applies to all orders placed with Fabrica Kraft LLC ("Fabrica Kraft", "we", "us") through fabricakraft.com. By placing an order you confirm you have read and accepted this Policy. This Policy forms part of our Terms of Service.
1. Made-to-order products are final sale
Cushions, foam, inserts, covers, curtains, pillows and any product made to your dimensions, fabric or design choices are made specifically for you and cannot be resold. They cannot be cancelled once production has started, returned, exchanged or refunded, except as set out in Section 4 (our errors) and Section 6 (transit damage).
2. Your measurements and choices
You are responsible for the dimensions, shape, thickness, fabric, colour and options you submit. We make your order exactly to the specification on your order and spec sheet. Products made to the measurements you supplied are not returnable, exchangeable or refundable, even if they do not fit your furniture or space. Colour and texture on screen are a guide only; we recommend a paid swatch before ordering. Differences in colour, shade or texture between screens, swatches and dye lots are not defects.
3. Tolerance
Handmade products are usually cut within ¼″ of the ordered size. The maximum manufacturing tolerance, measured against the ordered size, is ±1″ in length and width (±1½″ for cushions of 6 sq ft or more), ±½″ in thickness, and ±15% in foam density and firmness. Products within tolerance are correct and not eligible for remake, return or refund. Foam is measured edge to edge after full expansion; covers are measured seam to seam.
4. If we make an error
An error is ours only when the product measures outside this tolerance against your order specification, or is the wrong fabric, colour or option from what you ordered, as verified by us against your order and spec sheet.
- Our remedy is a remake. We will remake or replace only the affected item(s) or component (for example the foam insert or cover alone) and ship it to you free of charge. This is our primary and preferred remedy.
- Refund only at our discretion. We may offer a refund instead of a remake, or if a remake cannot be produced or also arrives outside tolerance. Refunds are limited to the price paid for the affected item(s), not the whole order, unless the whole order is affected.
- If you decline a remake we have offered, any refund is at our discretion, limited to the affected item(s), and conditional on return or verified disposal (Section 7).
- Unaffected items in the same order remain final sale.
5. Inspect before you use or fit
Vacuum-packed foam needs 24–48 hours to fully expand. Before putting foam into covers, installing, or using any product, you must measure it against your order. Report any issue to care@fabricakraft.com within 5 business days of delivery with: your order number; clear photos of each item with a tape measure visible across length, width and thickness; and a photo of the shipping label. Claims reported after 5 business days, or without this evidence, cannot be accepted.
Do not force foam into a cover that does not fit. Damage caused by forcing, cutting, altering or installing a product after a fit problem was apparent is not covered, and products that have been modified, altered, cut, trimmed or reshaped by you or anyone else are not eligible for any remedy.
6. Damage in transit
Report visible transit damage within 48 hours of delivery with photos of the item and its packaging, and keep all packaging. We will file the carrier claim and send a replacement of the damaged item once the claim is accepted.
7. How returns work
No item may be returned without a Return Authorization Number (RAN) from us; unauthorised returns will be refused or held at your cost.
- When we request a return, we will email a prepaid carrier label. You are responsible for packing items securely and dropping them off or making them available for standard carrier pickup at the door.
- Foam can be rolled, folded or compressed in plastic bags and packed in any sturdy box or wrap. Original packaging is not required.
- We do not provide in-home collection, packing services, packing materials, compression equipment, labour, vehicles or vehicle rental, and do not reimburse these unless we have agreed to a specific amount in writing in advance.
- Disposal instead of return: for foam and other bulky items, we may, at our sole option, waive the physical return and ask you to dispose of or cut up the item and send photo proof. A refund or remake is then processed on receipt of that proof.
- Items must be returned or proof of disposal sent within 14 days of our RAN email, or the claim closes.
8. Refunds
Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned item, or receive proof of disposal. Original shipping, rush, express and duty charges are non-refundable except where the whole order is refunded due to our error.
9. Limit of our responsibility
To the fullest extent permitted by law, our total liability for any order is limited to the price you paid for the affected item(s). We are not responsible for indirect or consequential costs, including installation, handyman or labour charges, time spent, travel, storage, vehicle hire, damage to other property, or loss of use. Nothing in this Policy limits any right you have that cannot be excluded by law.
10. Cancellations
Orders can be cancelled free of charge only before production starts. Once cutting or sewing has begun, the order cannot be cancelled. Ready-made, non-custom items in unused, original condition may be returned within 14 days with a 10% restocking fee; return shipping is at your cost.
11. Refused or undeliverable shipments
If you refuse delivery or the address you provided is incorrect, you pay return freight, re-delivery and any duties. Made-to-order items are not refunded. Items not reclaimed and paid for within 30 days are forfeited.
12. Payment disputes
Please contact us first so we can resolve any issue under this Policy. If a payment dispute or chargeback is opened, any pending remake, refund or return offer is paused until the dispute is closed, and we will provide the card issuer with your order, spec sheet, correspondence and this Policy. If a dispute is decided in our favour, the original order stands.
13. Fair use and conduct
We may refuse claims we reasonably believe are false, exaggerated or abusive, and may decline future orders from customers who misuse this Policy or are abusive toward our team. We reserve the right to refuse or cancel any order for suspected fraud, Terms of Service breaches, or reasons beyond our control.
14. Contact & return address
Email: care@fabricakraft.com
Phone: +1 302-803-5171
Returns (only with a RAN): Fabrica Kraft LLC, 3828 Hawthorne Ct, Waukegan, IL 60087, USA
Warranty terms (fabric, workmanship and foam) are set out on our Warranty page and are separate from this Policy.
