Net Curtains Direct

02380 844714 Mon - Fri 9am - 5pm

02380 844714 02380 844714 Mon - Fri 9am - 5pm

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Our Returns Policy:

Hardware & Ready-Made Products

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. Please check the guidelines below and then simply post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #100000111' Please post all returns to our distribution office;

Net Curtains Direct
The Old School House
Southampton Road 
Cadnam
Southampton 
Hampshire 
SO40 2NF

Please just make sure;

  • You contact us within 14 days of receiving your order.
  • The items are returned to us within 30 days of receiving your request to return.
  • The items are returned to us in perfect condition.
  • The packaging must be intact as we would love to sell the item again.

 

Products that fall under this category are as follows:

  • Ready made curtains
  • Ready made Net & Voile panels
  • Ready made blinds
  • Unopened Complete rolls of Net & Voile
  • All Hardware including Tracks & Poles in standard sizes only*
  • All Accessories that have not been customised.
  • Any other item that is a pre-made product that is not cut or customised before despatch.

PLEASE NOTE: This excludes any ready made panel that has been customised, such as an altered drop or heading.  As soon as a ready made product is customised, it is treated as a fully bespoke order.

*Items over 120cm may incur significant postage costs as they cannot be sent via Royal Mail or My Hermes. We can arrange a DPD collection from your selected address for £11.50 for items up to 300cm. Please contact us if you would like us to arrange this for you, this option can either be paid for upfront or deducted from your refund.

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, 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 if reasonable steps are not taken. All items must be returned with all relevant swing tags, labelling, branding and any accompanying marketing material specific to the item.

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.

We recommend using My Hermes for returns as they offer a very low-cost trackable service with most items costing under £3.00 and even cheaper if you use one of their 3000 drop-off shops across the UK.   We are sorry but no postage costs will be refunded unless an item is faulty.

 

Cut (Express) & Custom Made

When an order is cut or sewn to your specifications from our express or custom made range this then makes the product non-returnable.  We therefore cannot accept returns due to personal taste or mistakes with incorrect sizes on any made to measure or cut (express) to order item. If you are unsure of whether you will be happy with your fabric/design choice, we strongly advise that you request a free sample before you place your order.

You can do this by email on hello@netcurtainsdirect.com telephone 02380844714 or by filling out our contact us form. You can select up to 5 designs/colours of your choice and we can get them sent to you the very next day, if ordered before midday!

This will ensure the fabric and or colour is exactly what you are expecting, hold the sample in the place it will be hung in daylight. Although every effort has been made to photograph each and every product with accuracy, we cannot guarantee that your device’s display of the colours accurately reflects the colour of the products correctly. Please note due to the nature of fabrics colours can vary slightly per batches however we endeavour to ensure our samples are kept up to date with our current collections.

Unfortunately windows come in many different shapes and sizes which would make it extremely difficult for us to re-sell any custom made orders, therefore anything customised is non-returnable and non-refundable.  This complies with the Consumer Contract Regulations 2013 ‘the supply of goods that are made to the customers specifications or are clearly personalised’ – Regulation 28(1)

 

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 sizes)
  • Made to measure curtains
  • Cut lengths of any fabric only
  • Custom Made Jardinières
  • Wire cut to size
  • Any made to measure Track & Pole that has been customised to your desired width
  • Any bespoke product made from fabric including tie backs.
  • Any ready made item, such as a voile panel that has been customised. This includes altering the drop or changing the heading

 

Faulty Orders

If you believe your order to be faulty you may be entitled to a replacement or full refund providing that:    

 

  • You contact us within 7 days of receiving your order.
  • You may be asked to provide photographic evidence of any fault, so we can resolve the error as quickly as possible with our workroom.
  • If we request that they are returned to us (this may initially be at your cost) or we can 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. We recommend using My Hermes Tracked when posting a faulty product back to us.
  • Return postage costs will then be reimbursed (at our discretion?)to the equivalent My Hermes charges, however for orders over £100 we would also recommend a tracked service.

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 endeavour 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 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 within 7 days, but ideally 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.

 

Cancelling Orders

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order.  We need written confirmation of cancellation from you, so you’ll need to contact us at hello@netcurtainsdirect.com quoting your order number as soon as possible. This will only be applicable to the following scenarios:

  • Your ready made order has not been dispatched yet.
  • We have not cut or prepped any of the fabrics or materials to make your order

If we have started to cut your custom made order it cannot be cancelled. If we have already despatched your ready made order you must follow the above returns procedure.

 

International Returns

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. If you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order including additional postage fees.

If an item is found to be faulty returns options will need to be discussed with our customer services team via email at hello@netcurtainsdirect.com or telephone 02380844714.

 

Contact

Questions, comments and requests regarding this returns policy are welcomed and should be addressed to hello@netcurtainsdirect.com

Size Calculator

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