SHOP NOW

Refund and Returns Policy

‌Effective Date: August 2, 2026‌

This official Refund and Returns Policy applies to all purchases made through B T DECORATIVE FABRICS S.A. DE C.V. via our official e-commerce website www.btdecorative.com. Our policy is designed to be fully transparent, fair to both our customers and our operations, and aligned with Mexican consumer protection regulations. We explicitly state at the very outset that pure “refund only” requests are not permitted under any circumstances, to prevent unauthorized order fraud, protect our production and logistics workflows, and ensure equal rights for all customers shopping for our professional decorative fabric products.

1. Eligibility for Return Requests

All return submissions must meet the following criteria to be reviewed and approved by our team:

  • Your return request must be submitted within 14 calendar days from the date you sign for delivery of your fabric order. Requests submitted after this 14-day window will not be processed.
  • The returned products must remain in their original, undamaged, unwashed, and unused condition, with all original product labels, packaging tags, and protective wrapping intact. Custom cut fabrics that have been modified, sewn, dyed, or altered in any way after delivery are not eligible for return.
  • You are required to provide clear, unedited photographic proof of product defects, shipping damage, or order mismatches when submitting your return application, so our quality control team can verify the issue quickly.
  • All returned items must be shipped back to our designated warehouse address at your own cost, unless the product issue we confirm is caused by our manufacturing error or dispatch mistake.

2. No “Refund Only” Rule (Explicitly Stated)

To eliminate unfair fraud risks, avoid cases where customers receive their ordered fabric products and file for unqualified only-refund claims without returning the physical goods, we strictly do not accept any “refund only” applications under all scenarios:

  1. Even if you encounter confirmed product quality issues, shipping damage, or order mismatch problems, you are required to return the corresponding physical fabric items to us before we proceed with subsequent processing. We will never issue full or partial refunds for any order where you keep the purchased products.
  2. For cases where you report receiving incorrect items, missing products, or damaged fabrics, you are not eligible to keep the goods and demand a full or partial cash refund. Our team will arrange a free replacement of the correct or undamaged fabric products after you return the non-qualified items, with no additional shipping cost charged to you.
  3. We reserve the right to reject any refund application submitted before you send back the returned products, even if you have uploaded supporting evidence of product issues. Any attempt to apply for only-refund without returning the physical goods will be marked as a suspicious transaction, and your account on our website will be flagged for enhanced security review for future purchases.

3. Approved Return Processing Workflow

After your return request passes our verification and is approved, we will follow the standard workflow below:

  1. Our customer support team will send you a formal return authorization number and the exact warehouse return address via the contact email you registered for your order within 3 business days after receiving your application. You must clearly mark this return authorization number on the outer packaging of your returned parcel, or we will not be able to identify and process your returned package in time when it arrives at our facility.
  2. Once our quality control team receives and inspects the returned fabric items, and confirms they meet all the return eligibility requirements, we will provide you with two optional resolution plans:
    • An equal-value store credit that you can use for any future purchases on www.btdecorative.com, with no expiration date and no usage limit.
    • A free replacement of the exact same fabric product, with expedited shipping arranged at no extra cost to you, to make up for the inconvenience caused.
  3. The whole processing period after we receive your returned items will not exceed 7 business days, and we will send you a notification email every step of the way to update you on the progress of your return case.

4. Contact Information for Return Inquiries

If you have any questions about our return rules, need to submit a return application, or require clarification on our no only-refund policy, you can reach our dedicated after-sales team via the following official channels:

  • Official Contact Email: sunlitse@btdecorative.com
  • Physical Mailing Address: Avenida Circ. Agustín Yáñez 2038 A, Guadalajara, Jalisco 44150, Mexico
  • Toll-Free Customer Service Line: (+52)800 087 0330

Our working hours for return case review are 9:00 AM to 6:00 PM from Monday to Friday, Mexico local time, and we will respond to all valid inquiries submitted during working hours within 24 hours. We appreciate your understanding and cooperation with this policy, which helps us maintain stable, high-quality service and fair shopping experience for every customer of our decorative fabric store.