Our Returns Policy
Any item that has been custom made, made to order or cut to your required width/length is non-returnable
If you change your mind about a pre-packaged, hardware or ready-made product that has not been customised in any way we offer a very simple no quibble returns policy:
Simply post the item back to our distribution office;
RETURNS *Insert Order Number*
Net Curtains Direct
C/O Green Snow Limited
Mortimers Industrial Estate
PLEASE BE SURE:
-You post the item back to us within 14 days of receiving your order.
-The items arrive with us within 30 days of receiving your order and the order number is clearly marked on the returns parcel
-The items are returned to us in perfect condition and packed back in their original packaging so that the item is re-sellable.
-Postage labels must be attached to external packaging (i.e A mailing bag or brown paper) and not the packaging that is specific to the item as this renders it damaged and not re-sellable which may mean we cannot issue a refund.
-We recommend using a tracked service when sending items back to us
A refund may be denied if the item specific packaging is damaged or not returned to us in full.
We are sorry but no postage costs will be refunded unless and item is faulty.
Hardware & Ready-Made Products
Products that fall under this category and are returnable as follows;
-Ready-Made Net & Voile Panels
-Unopened complete rolls of Net & Voiles
-All Accessories that have not been customised
-Any other item that is a pre-made product that is not cut, made to order or customised in any way before despatch
PLEASE NOTE: This excludes any ready made panel that has been customised, such as an altered drop or heading, track or pole cut to length and any Custom Made, Express or Made to Order items. As soon as a ready made product is customised, it is treated as a fully bespoke order and is non-returnable. Any Ready-Made, Made to Order or Hardware Item that has been altered by yourself or anyone action your behalf is not returnable.
*Please be aware, items (such as tracks, poles and blinds) over 120cm will incur significant return postage costs as they cannot be sent via Royal Mail or My Hermes.
We can arrange a courier collection from your selected address for long length items. Please contact us if you would like us to provide a quote for this for you, this can either be paid for upfront or deducted from your refund. Please be aware that you would need to ensure that these items are packed suitably for the courier to collect.
Please make sure the item is not visibly open, damaged, marked in any way with pen or grease, washed, smells of smoke or washing powder, or is in any condition that we deem renders the item unsaleable.
The customer is responsible for the item being returned to us so please make sure you take adequate steps to ensure the security of the contents during transit back. We cannot be held responsible for exchange or refund is reasonable steps are not taken. All items must be returned with all relevant swing tags, labelling, branding, packaging, inner packaging and any accompanying marketing material specific to the item. Any curtains with a tape top header are not returnable once the header tape has been gathered.
The items must be in their original condition and will be inspected once we have received them. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Cut (Express), Custom Made & Made to Order
When an order is cut or sewn to your specifications from our express or custom made range this then make the product non-returnable. This is also applicable to our Made to Order products and any tracks of poles that have been cut to the length requested. We therefore cannot accept returns due to personal taste or mistakes with incorrect sizes on any made to measure, made to order or cut to order item.
Products that fall under this category are as follows:
-Custom made Net & Voile curtains
-Any Express Net & Voile curtains (all are cut from the roll to the desired widths)
-Made to measure curtains
-Cut lengths of any fabric only
-Custom Made Jardinieres
-String curtains (Made to Order or Custom Made)
-Wire cut to size
-the majority of our Tracks & Poles are non returnable. Please contact Customer Service to find out more
-Any Bespoke product made from fabric including tie backs.
-Any ready made item, such as a voile panel that has been customised. This includes alerting the drop or changing the heading
-All Made to Order curtains.
Faulty Orders or Items
If you believe your order to be faulty or measuring outside of tolerance you may be entitled to a replacement or full refund providing that:
-You contact us within 7 days of receiving your order.
-Comply with the procedure set out below
Once we receive notification from you:
- You will be asked to provide photographic evidence of any fault or issue, so that we can resolve the error as quickly as possible with our workroom. We will advise as to what photos are required depending on the issue.
- It is highly likely that we will request that items are returned to us for assessment by our workroom (we may provide you with a pre paid returns label if in the UK).
Items need to be received by us within 30 days of receiving your request to return the faulty item if we have requested that they be sent back to us.
If we have provided you with a pre paid returns label in which you have not used, we will not be liable for any returns postage costs incurred by yourself or should you choose to post the item back without having discussed this with us.
If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.
We endeavor to ensure every order is inspected prior to dispatch and in the unlikely event that your custom made order is faulty (after the above details have been adhered too) we will ensure we will either remake the order to a satisfactory standard or fix the current order in an efficient and timely manner thus ensuring that we adhere to The Sale of Goods Act 1979. This states that if goods are not as expected then a consumer can request a repair or replacement.
Please be aware that we are unable to deem an item as faulty if repairs or alterations have been made by yourself in an attempt to remedy any faults or measuring errors. This is also applicable if an item is found to be faulty by yourself after any alterations have been carried out.
PLEASE NOTE, most of our rods and tracks are sent with a courier and the following procedure must be followed if the package/item is found to be faulty/broken upon receipt of delivery:
- If the delivery is signed for as 'damaged', when the packaging is clearly marked or dented, this must be reported to us on the day you sign for the parcel
- If the delivery is signed for as 'clear', when the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us as soon as possible on the day of the delivery for us to escalate further.
PLEASE NOTE, it is important you keep all packaging if a fault has been found with the product inside. If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges. In the unlikely event a rod/track is received damaged we require photographic evidence, so we are able to claim the costs through our courier. In most cases we will not collect the rod/track however please do not dispose of the product until we have confirmed this with you.
All international customers are responsible for the costs in sending items back to us.
Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly.
We do not offer international exchanges therefore all returns will be issued with a refund.
If an item is found to be faulty returns options will need to be discussed with our customer services team via email at email@example.com or telephone 02380844714.
Questions, comments and requests regarding this returns policy are welcomed and should be addressed to firstname.lastname@example.org