Returns & Refunds
Your cancellation rights
Unfortunately, customized items are non-cancellable and non-refundable:
Anything that is made to your specific requirements is personalized or otherwise cannot be resold due to a bespoke element. Refunds will not be made unless the item received by the customer was damaged or in the wrong condition.
| Product | Customized / Made to Order Items | Accessories |
|---|---|---|
| Return Policy | Customized products are tailored to fit the measurements and selections determined by customers therefore returns and exchanges are not accepted. | Within 7 days from the order date |
| Product Includes | Customized Curtains and Blinds; used/loose quantities of wallpapers and flooring products | Curtain Tracks; Railings; Rods; Motors and Remotes |
| Criteria | Customized | Products should be returned in Original packing |
| Manufacturing Defect Resolution | Curtains and Blinds | Resolution 1: Repair Resolution 2: Replace Final Resolution 3: Refund (Depending on the defect and availability) |
- Returns take up to 7 to 10 days from the day the request has been approved.
- Our delivery & installation team will install items. In case the item was damaged or in the wrong condition, our team will take it back and deliver the correct item the following working day.
Made-to-measure returns
The only time we can accept a return on a made-to-measure product is if it has arrived damaged, has not been made to your specifications, or has a defect. Upon image confirmation of damage, mistake or defect, we will re-make your product free of charge to the original specifications provided and arrange collection of your unwanted item. Please note, no changes can be made to your original specifications at this stage & the order cannot be cancelled once it has been made.
- Damaged on arrival – If your product is clearly damaged on arrival, do not open the package straight away. Please take clear images of the damaged box. Then open the box to check if the product is also damaged. If yes, please take a clear image of the damage and send this to our customer service team with your order number, within 7 days of delivery.
- Incorrectly made – If the blind or curtain hasn’t arrived to the correct size then please first check the measurements were input correctly on your order form. Please note, selecting recess measurement for blinds will reduce a blinds width by 10mm, and curtain drop measurements have a tolerance of 20mm. If you think the product measurements are incorrect then please take a clear image of the incorrect measurement with a tape measure in shot against the product. We require a full image of the product and tape measure. Send this to our customer service team with your order number, within 7 days of delivery
- Defect – If your product has a defect then please take a clear image and send it to our customer service team within 7 days of delivery
Refunds
When returning or cancelling your order, we will refund the same card originally used to pay for the order. Refunds can take up to 7 to 10 days to process from the day it has been approved by our online customer care team.
NOTE:
- There can be a minute difference in fabric colour and wood finish between the images here and the actual product. This is caused by the difference in screen calibrations and resolutions across different displays.
- Product colour may slightly vary due to photographic lighting sources or your monitor settings.
- It is acceptable to have a slight mismatch in dimensions (Less than 10 mm).
