Returns, Refunds & Remakes

Custom products are made from the confirmed selections and are reviewed differently from ready-made goods. The first step is to identify whether the product differs materially from the order or has a verified problem.

Order confirmation compared with label, product dimensions and photographs

Do not install, wash, cut, alter or discard an item while a service request is under review.

Wrong item, damage or manufacturing issue documented for review

Issues eligible for review

Wrong product or configuration received.
Delivery damage supported by packaging and product photos.
Verified manufacturing defect.
Material size difference from the confirmed order beyond the product's stated tolerance.

Customer sample and measurements that should be approved before ordering

Usually not a product defect

Preference change or screen-to-fabric colour difference.
Incorrect dimensions or options supplied by the customer.
Reasonable dye-lot, weave, texture, seam or pattern variation.
Normal transit wrinkles, wear, misuse, incorrect installation or unauthorised alteration.

01StopDo not install or modify the item.

02DocumentPhotograph labels, packaging and issue.

03ContactSend the order number and explanation.

04Follow reviewKeep everything until instructions arrive.

What to include in a service request

Order number and item name

Photo of product and packaging labels

Full-view and close-up issue photos

For size: metal tape visible end to end

Confirmed ordered width and length

Date and condition on delivery

Whether the item was installed or altered

Clear description of the requested help

Metal tape measuring a curtain on a flat surface for a size review

How to document a size concern

Lay the product as instructed on a clean, flat surface without stretching it. Use a metal tape and photograph the complete measurement with both ends and the scale readable. Identify whether you are measuring finished panel width, length, heading or another feature.

Textiles may have a product-specific tolerance. The confirmed order, relevant product information and repeatable evidence are used together during review.

Possible resolution: after review, the appropriate remedy may be care guidance, repair, replacement part, remake, replacement, price reduction or refund. The verified issue, UK consumer law, product terms and feasibility determine the result.

Made-to-measure goods: products made to the customer’s measurements or clearly personalised are generally excluded from the statutory change-of-mind cancellation right for distance sales. This does not remove legal remedies when goods are faulty, not as described or otherwise fail mandatory UK consumer standards. For any eligible non-custom return, follow the period and instructions shown with the product or confirmed by Customer Service before sending anything back.