Return & Exchange Policy

Last Updated: June 21, 2026

At Tartans House, we want you to be genuinely happy with the tartan you receive. Fabric is personal — colors can look slightly different on screen than in hand, and we understand that sometimes a return or exchange is simply the right call. This policy explains how that process works, step by step, so there are no surprises.

Return & Exchange Window

You may request a return or exchange within 14 days of your order’s delivery date. To qualify, the tartan fabric must be:

Unused and uncut from its original length
Unwashed and free of any treatment or alteration
Returned in its original packaging, with the order invoice included

Because tartan is sold by length, any fabric that has been cut, trimmed, or sewn into a project can no longer be resold and unfortunately cannot be accepted for return or exchange, unless it arrived defective or incorrect.

Defective, Damaged, or Incorrect Orders

If your tartan arrives damaged, flawed, or different from what you ordered, we take full responsibility. Here’s what to do:

Email us at support@tartanshouse.com within 7 days of delivery
Include a few clear photos of the fabric and the packaging it arrived in
Briefly describe the issue (e.g., wrong tartan pattern, torn fabric, incorrect length)

Once we review your message, we’ll arrange a replacement or a full refund — whichever you prefer — at no additional cost to you. We do not require you to ship the item back in cases of damage or error; your photos are usually enough for us to resolve it quickly.

How to Start a Standard Return or Exchange

If you’ve simply changed your mind or ordered the wrong tartan pattern by mistake:

Contact us at
support@tartanshouse.com
with your order number and reason for return
We’ll send you confirmation and return instructions
Pack the fabric securely in its original, unused condition
Ship it to the return address we provide, using a trackable shipping method

We recommend trackable shipping because we cannot take responsibility for parcels lost in transit back to us.

Processing Times

Return inspection: Once we receive your returned tartan, our team inspects it within 3–5 business days to confirm it meets the return conditions above.
Refunds: Approved refunds are issued to your original payment method and typically appear within 10–14 business days, depending on your bank or card provider.
Exchanges: If you’ve requested an exchange for a different tartan pattern or length, we aim to ship your replacement within 5–7 business days of approving the return.

Shipping Costs

Original shipping charges are non-refundable, except where the return is due to our error (wrong item shipped or damaged goods).
Customers are responsible for return shipping costs on standard returns or exchanges made by personal choice.
If your return is the result of a defect or mistake on our part, we’ll cover the return shipping cost as well.

Order Cancellations

You may cancel an order free of charge at any time before it has shipped. Once your tartan has left our facility, the order is treated as shipped and falls under the standard return process above. To cancel, simply email us as soon as possible with your order number.

Delivery Responsibility

Please ensure someone is available to receive your delivery, or that your shipping address is secure. We are not able to take responsibility for parcels that show as “delivered” by the carrier but are later reported lost or stolen from the delivery location.

Non-Returnable Items

The following cannot be returned or exchanged unless defective or sent in error:

Custom-cut tartan lengths made to your specific measurements
Clearance or final-sale fabric, clearly marked as such at checkout
Fabric that has been washed, treated, or altered in any way

Need Help?

Our team is happy to walk you through any part of this process. Reach out anytime:

Tartans House

Email: support@tartanshouse.com

We genuinely want your experience with us — from browsing to unboxing — to feel easy and worry-free.