Refund policy
For returns & claims contact: info@curtainuk.com
Thank you for choosing our products. To protect your shopping rights, we offer comprehensive return and exchange services. We accept returns of both defective and non-defective items, and also support exchanges. All returned items must be in brand new, unused condition. Customers must return items by mail within 30 days of receiving them, and return shipping costs are the responsibility of the customer. We promise not to charge any restocking fees. After the returned items have been inspected and approved, your refund will be processed within 5 business days. Please see the detailed information below for the complete return policy:1. Scope
This policy applies to purchases from CurtainUK, including curtains, shades, blinds, rods, tracks, hardware, fabric swatches and sample booklets. Specific rules below differentiate custom (made-to-measure) items from ready-made products and samples.
This policy applies to all orders placed directly through curtainuk.com or its official online stores. Third-party marketplace purchases may follow their platform’s own return terms.
2. Cancellation & Order Changes
- You may cancel or request changes before production begins. Typical free cancellation window: within 12 hours after order (varies by product). After production starts, cancellation is generally not accepted.
- If you need measurement or option changes, contact us immediately at info@curtainuk.com.
- Please be sure to contact us first to confirm the order status: If the order has not entered the production or fulfillment stage, customers may also cancel within 24 hours for a full refund.
3. Which items are eligible for return
- Eligible: items defective, damaged in transit, or clearly not as described (wrong item sent). We will assess and—if approved—repair, remake, replace or refund.
- Not eligible for return for change of mind: custom made-to-measure curtains, made-to-order shades, and custom-cut hardware (unless defective). Free swatches/sample booklets are non-returnable.
- For standard products (not custom products), unused, unwashed, and in their original packaging, you can return them within 30 days of receipt.
4. Time limits
- Report visible shipping damage: within 7 days of delivery.
- Manufacturing/quality claims: within 30 days (in some cases up to 60 days per product guarantee).
- We will review each case and provide Return Authorization (RMA) and instructions.We will provide return authorization and next steps after claim review.
- For ready-made products, customers may request a return within 30 days of delivery, in compliance with consumer protection standards.
5. How to request a return
- Email info@curtainuk.com with order number, photos or video of the issue, tracking info and a short description.
- We review and may request additional info. If approved, we'll issue a Return Authorization and shipping instructions.
- Do not discard original packaging until claim is resolved.
- Returns without prior authorization may be refused or delayed.
6. Remedies — Repair / Remake / Replace / Refund
When an issue is verified as our error or a manufacturing defect, CurtainUK will:
- Repair, remake or replace the item at no cost (including return shipping for defect cases); or
- Issue a full refund when remake/replacement is not feasible.
If the issue is caused by customer measurement error, we will propose solutions (alteration, discounted remake) but customer may be responsible for shipping/alteration costs.
Refunds will be issued to the original payment method only; we do not provide cash refunds.
Return shipping & fees
- If the return is due to our error or defect — we cover return shipping and re-shipment of corrected item.
- If return is due to change of mind or customer error (only applicable to some non-custom items) — customer pays return shipping; initial shipping fees are non-refundable; No relisting fee will be charged..
- In exceptional cases：Return shipping address will be provided in the authorization email; unauthorized returns may be refused.
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Return Warehouse Address:
- 100 Saw Mill Pond Road, Edison, NJ 08817，SHB，+1 415-770-8188
7. Refund processing & timing
Approved refunds are issued to the original payment method after inspection. Typical processing time after approval: 5 business days depending on bank/card provider. Shipping fees are refunded only when return is due to our error or defect.You will receive a refund confirmation email once your return has been processed.
8. Warranty & Manufacturing Defects
CurtainUK provides a limited warranty against manufacturing defects (e.g., structural failures, loose seams, major hardware faults). Cosmetic issues from misuse, normal wear, or installation damage are not covered. Warranty claims require photos and order info; coverage period may vary by warranty page.
Warranty rights do not affect your statutory consumer rights under applicable laws.
9. Lost Shipments & Delivery Issues
- If tracking shows delivered but you did not receive the package: first contact the carrier using the tracking info. If the carrier cannot locate the parcel, contact us and we will assist with the claim process.
- Carrier-mandated waiting periods may apply before a refund/replacement is approved.
10. Packaging, Photos & Evidence
Please keep original packaging and provide clear photos showing:
- Exterior carton & delivery label
- Packaging damage
- Item close-ups showing defect/damage
Carriers commonly require packaging photos for successful claims — submitting clear evidence speeds up resolution.
11. Non-returnable (Final Sale) Examples
- Custom made-to-measure curtains, made-to-order shades & custom-cut hardware (unless defective).
- Free swatches and sample booklets.
- Used, washed, or modified items
- Items within acceptable ±1 inch size tolerance
- Clearance or marked “Final Sale” items
- Minor color variations due to monitor display or dye-lot differences are normal and not considered
NON-RETURNABLE ITEMS
The following conditions do NOT qualify for return:
| Reason | Description |
|---|---|
| Misunderstood product image | Product image was misunderstood |
| Items fit accurately but not as expected | Made to order specifications, but not fitting properly |
| Drapes too heavy | Weight not as desired |
| Color mismatch | Not the color you wanted |
| Change of mind | "No longer wants it" / Change of mind |
| Quality mismatch | Not the quality you wanted |
| Wrong item ordered | Ordered by mistake |
| Wrong size | Tolerance ±1 inch is industry-acceptable |
| Delayed delivery | Order came later than expected |
| Measurement error | Item was ordered by mistake / Incorrect measurement |
| Color variation (dye lot) | Natural color differences between samples and finished drapery |
| Color variation (liner) | Due to adding a liner (lined vs. unlined drapes) |
| Color variation (different liners) | Adding different liners to same color curtain |
| Shading rate mismatch | Shading rate not as expected |
| Clearance items | Special items marked as Final Sale / No Return |
12. FAQ — Short
A: Generally no — custom / made-to-measure items are non-returnable except for verified defects.
A: If the error is ours, we'll remake or refund. If due to your measurements, we will offer alteration or remake options (customer may pay costs).
A: Report visible damage within 7 days; quality issues within 30 days (some products up to 60 days).
A: If defect/our error — CurtainUK covers return shipping. Change-of-mind returns (if allowed) are paid by customer.
A: Email info@curtainuk.com with order no, photos, and tracking info — we will respond with next steps.
13. Contact
Email (best for returns & claims): info@curtainuk.com
Please include: order number, date received, tracking number (if available), photos/videos and a short explanation. We'll reply with a Return Authorization and next steps.
Return Warehouse Address:
- Return Address:100 Saw Mill Pond Road, Edison, NJ 08817，SHB，+1 415-770-8188
(for defective or approved returns only).
Last updated: November 3, 2025
CurtainUK reserves the right to update this policy. For specific product warranty terms, please refer to the product page or contact info@curtainuk.com.
If there is any inconsistency between this policy and local consumer protection laws, the local laws shall prevail.