Return Policy
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Our Commitment to Your Satisfaction
At Shimvorndhexur, we take great pride in the quality of our custom blinds, curtains, and window treatments. We understand that ordering custom products can feel like a significant commitment, which is why we have established clear policies to protect both you and our craftspeople. This Return Policy outlines the circumstances under which returns, exchanges, and refunds may be processed.
Because our products are custom-manufactured to your specific measurements and specifications, they cannot be resold to other customers. Therefore, our return policy differs from that of standard retail stores. We encourage all customers to carefully review their orders, request fabric samples, and utilize our professional measurement services to ensure complete satisfaction with their purchase.
Custom-Made Products
All blinds, curtains, shades, and drapery produced by Shimvorndhexur are custom-manufactured to your individual specifications. Due to the bespoke nature of our products, the following policy applies:
Non-Returnable Items: Custom-made products that are manufactured correctly according to your specifications and measurements cannot be returned for a refund. This includes products where you have provided your own measurements, selected specific fabrics, chosen particular colors, or specified custom dimensions.
Color and Fabric Variations: Minor variations in color, texture, and pattern between fabric samples and final products are normal and do not constitute grounds for return. Natural materials such as wood, bamboo, and linen will exhibit natural variations that add to their character and beauty.
Cancellation Before Production: Orders may be cancelled within 24 hours of placement for a full refund of any deposits paid, provided that production has not yet begun. After this window, or once production has commenced, cancellation fees may apply.
Defective or Incorrect Products
We stand behind the quality of our products. If you receive a product that is defective or does not match your order specifications, we will make it right:
Manufacturing Defects: Products with manufacturing defects such as faulty mechanisms, improper stitching, damaged components, or significant deviations from industry standards will be repaired or replaced at no charge. You must report defects within 14 days of delivery.
Incorrect Specifications: If we manufacture a product incorrectly, using wrong measurements, colors, or materials that differ from your confirmed order, we will remake the product at no additional cost. The original product must be returned to us.
Measurement Guarantee: If you utilized our professional measurement service and the product does not fit properly due to our measurement error, we will remake the product at no charge. This guarantee does not apply if you provided your own measurements or made changes after our measurement appointment.
Shipping Damage
All products are carefully packaged to prevent damage during transit. However, if your order arrives damaged, please follow these steps:
- Document the damage with photographs before unpacking further
- Note any visible damage on the carrier's delivery receipt if possible
- Contact us within 48 hours of delivery with photos and a description of the damage
- Keep all original packaging materials for potential carrier inspection
We will work with you and the shipping carrier to resolve damage claims promptly. Damaged products will be repaired or replaced as appropriate.
Return Process
If you believe you have grounds for a return under this policy, please follow these steps:
- Contact our customer service team within 14 days of receiving your order
- Provide your order number and a detailed description of the issue
- Include clear photographs that demonstrate the problem
- Our team will review your claim and respond within 2-3 business days
- If approved, we will provide instructions for returning the product
Do not return products without first obtaining authorization. Unauthorized returns may not be accepted or processed for refund.
Refund Processing
When a refund is approved, the following terms apply:
Timing: Refunds will be processed within 10 business days of receiving the returned product and confirming the condition. The actual time for the refund to appear in your account depends on your payment method and financial institution.
Method: Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to find an alternative solution.
Partial Refunds: In some cases, partial refunds may be offered. This may occur when products show signs of use, installation, or damage that occurred after delivery, or when only a portion of an order is being returned.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error. Return shipping costs for approved returns due to defects or errors will be covered by us. For other approved returns, the customer is responsible for return shipping costs.
Exchanges
Due to the custom nature of our products, traditional exchanges are not possible. If you wish to change your order, you would need to place a new order for the desired product. However, we may offer accommodations in certain circumstances:
- If you realize an error in your order before production begins, contact us immediately and we will attempt to make changes at no additional cost
- For products with manufacturing defects, we will remake the product rather than offering an exchange
- Fabric or color exchanges may be possible if production has not yet begun, subject to any price differences
Fabric Samples
We strongly encourage customers to order fabric samples before placing large orders. Fabric samples help you:
- See and feel the actual material in your lighting conditions
- Compare colors against your existing decor
- Evaluate the texture and weight of the fabric
- Make informed decisions about your purchase
Fabric samples are available for a nominal fee which is typically refundable with your order. Sample purchases are non-returnable.
Warranty Claims vs. Returns
This Return Policy addresses situations that arise at or shortly after delivery. For issues that develop over time due to manufacturing defects, please refer to our warranty coverage described in our Terms of Use. Warranty claims are handled separately from the return process and have different timelines and procedures.
Special Orders and Discontinued Products
Some products may be made with special-order fabrics or components that have longer lead times or limited availability. These products may have additional restrictions on returns and cancellations. Any special terms will be communicated to you before you place your order.
If a fabric or product is discontinued after you place your order but before production is complete, we will contact you to discuss alternatives or offer a full refund of your deposit.
Commercial Orders
Commercial orders, including those for businesses, hotels, offices, and other non-residential projects, may have different return terms specified in the project contract or quotation. Commercial customers should refer to their specific agreement for applicable return and cancellation terms.
Your Rights
This Return Policy does not affect your statutory rights as a consumer. If applicable consumer protection laws in your jurisdiction provide greater protections than those outlined here, those laws will apply.
Contact Us
If you have questions about our Return Policy or need to initiate a return, please contact our customer service team:
Shimvorndhexur
200 N Arthur Ashe Blvd
Phone: +1 804-340-1400
Email: touch@shimvorndhexur.world
Our customer service hours are Monday through Friday, 9:00 AM to 6:00 PM, and Saturday, 10:00 AM to 4:00 PM.