Refund policy
Last updated: 24 March 2025
This policy sets out how returns, refunds and faults are handled on dorsyniq.com. It sits alongside your statutory rights and does not limit them. Cut cloth and made-to-order panels are treated differently from one another, so please read the section that applies to what you bought.
Cloth cut by the metre
Every length is cut to the quantity you order from a full roll. Once cut it cannot be returned to stock or sold to anyone else, so we cannot accept a return for change of mind, a colour that looks different in your room, or an order placed for the wrong quantity.
This is exactly why we send cuttings free of charge and why we ask you to order one before committing. Email info@dorsyniq.com with the cloth and the colourway and we will post you a piece. There is no charge and no obligation.
Cut cloth is refunded in full where it arrives faulty, where it is not the cloth or colourway you ordered, or where it differs materially from the specification published on its product page.
Embroidered panels
You have 30 days from delivery to tell us you want to return a panel, and a further 14 days to send it back. You do not need to give a reason. The panel must be unused, unhung and in the condition you received it, in its original packaging.
Panels are worked on a frame rather than printed, so stitch and motif placement varies between panels. That variation is described on every product page and is not a fault.
Starting a return
Email info@dorsyniq.com with your order number and what you want to return. We reply with a return address and a reference number to write on the parcel. Do not post anything back before you have that reference; unreferenced parcels are slow to match to an order and slow to refund.
Who pays the postage
- Change of mind on a panel: you pay the return postage. Use a tracked service. Until the parcel reaches us it is your responsibility, and we cannot refund against a parcel that never arrives.
- Faulty, damaged or wrong item: we pay. We will either send a prepaid label or reimburse a reasonable postage cost against a receipt.
The original outbound shipping charge is refunded when a whole order is returned. It is not refunded when you keep part of an order.
Refunds
We inspect returns on the day they arrive and issue the refund within two business days. Refunds go back to the card, wallet or account that paid; we cannot send a refund to a different payment method. Once issued, the money typically appears within 5 to 10 business days depending on your bank. We email you when the refund is sent.
If a return arrives used, hung, incomplete or damaged by inadequate packing, we contact you before doing anything. You can have it sent back at your cost or accept a partial refund reflecting the loss in value.
Faults
Email us with your order number and a photograph. Weaving faults, dye faults and embroidery faults are replaced or refunded at your choice.
The following are inherent to the materials and are not faults: slub and small irregularities in linen; creasing in linen; shading, pile pressure and seat marks in velvet and chenille; dye-lot variation between separate orders; and fading caused by direct sunlight.
Damage in transit
If your parcel arrives damaged, photograph the outer packaging before you unwrap any further and email us within 7 days of delivery. We replace the item. Keep the packaging until the claim is settled, as carriers sometimes ask to inspect it.
Cancelling before dispatch
Email us as soon as you can. If the cloth has not yet been cut, or the panel not yet started, we cancel and refund in full the same day.
Contact
All returns and fault claims go to info@dorsyniq.com. Our registered office is COKIND INTERNATIONAL CO., LIMITED, Room 2305, 23/F, Ocean Building, 80 Shanghai Street, Yau Ma Tei, Kowloon, Hong Kong — please do not send returns there without a reference number from us first.