Refund policy

Returns: Non-Custom Products

 

Policy: Custom/Cut to Size Products

(Custom made/made-to-measure products cannot be refunded due to change of mind however speak to us first as there may be exceptions.  Therefore, it is important that you are sure of your decisions before you finalise your purchase. We are happy to change or cancel orders as long as you contact us within our 5 day cooling off period from the date and time the order was submitted to us.)

5 DAY COOLING OFF PERIOD

• All online orders come with a 5 day cooling off period. If you change your mind within 5 days of placing your order online, we will fully refund you 100%.  
• Note if you order is on hold by you and you have paid a deposit and we have already ordered fabric for your project, the deposit is non-refundable up to a maximum of 20% off your total order value.
• If you choose to cancel your custom order item(s) after the 5 day cooling off period, once it has been stitched/cut and/or prior to delivery, we cannot refund or exchange.  
• Once your order is dispatched, order returns or exchanges due to customer change of mind cannot be accepted. 

FREE 6 YEAR WARRANTY 

We are dedicated to customer satisfaction, so we guarantee your DrapeCo/Pret-a-Portiere branded products with a 6-year warranty.  We guarantee to repair, replace or offer a refund if the product fails to operate or has defects in materials or workmanship.

Note tracks/hardware and fabrics/curtains made using fabrics by other brands and companies are covered by manufacturer's warranty or 12 months, whichever is greater.

We’ll also keep your product details on file, so there’s no need to register your warranty with us, just keep your receipt. This guarantee does not cover misuse, improper installation, alterations or re-instalment, or fading.

NOTE: Commercial and rental properties are covered for 12 months.

What's included?

• Failure of product to operate
• Defects in materials and workmanship
• Supplied colour different to sample colour
• Damage noted upon delivery (you must notify us within 7 days of receiving your goods)
• Valid only for the original purchaser of the product. 

 

What is excluded?

• Accidents
• Abuse
• Alteration
• Exposure to elements
• Misuse
• Improper installations
• Improper cleaning or maintenance and use of chemicals
• Failure to follow measure and cleaning/care instructions
• Fitted in a non domestic environment
• Normal wear and tear
• Normal fading of fabrics and dyes
• Shrinkage or expansion of fabrics
• Freight, removal and re-installation costs
• Motorised products (have their own manufacturers warranty ranging from 1 year to 5 years)

NOT CONFIDENT WITH YOUR MEASURING SKILLS?

We help you get it right the first time with the following services...

1) Check measure with a professional installer. Metropolitan areas only. Complimentary on orders over $2k, otherwise there is a charge of $150. (Some regional areas available at a fee)

2) DIY measure - we can guide you and help you with this over the phone or video call. Book a virtual check measure free of charge.

3) Don't have the measuring tools? Buy or loan our measure kit.

If you find that your measurements were slightly off from what your original order was put in with, and the curtains or blinds don't fit perfectly, not a problem! We will do our best to find the best and the quickest solution. Sometimes it's a minor adjustment of the rod, or curtain hook etc. If the curtain is too wide, we may be able to cut it down in width to the proper size for you at absolutely no charge (if the drapes were made with incorrect measurements from our end.  If you DIY the measure there is a fee for adjustments including freight).  If it's our fault and it cannot be cut down or altered, we will offer you completely new replacements.  If it's your fault, or if you would like to select a different fabric, we will offer you to purchase a new product in the correct dimension or colour at 20% off. (Offer valid for 30 days after order date and must be replacing the original window treatment purchased). 
 

HATE THE COLOUR AFTER INSTALLATION?

Did you do everything right but just changed your mind about the colour? If you would like to select a different fabric, we will offer you to purchase a new product in the correct colour at 20% off. (Offer valid for 30 days after order date and must be replacing the original window treatment purchased, no changes acceptable to dimensions). 

DEFECTIVE PRODUCTS

We promise to rectify any issues as promptly as possible. We won't leave you without a response or returning your calls. You are a valued customer to us before and after your purchase. 

Upon receipt of your order, we encourage you to inspect your new products as soon as possible. You have a period of 7 days following the delivery of your order in which to notify us of any damage, defects or parts missing to the order. This type of claim will be evident once the packaging is open and will not be a defect that evolves over time. No claim for marks, holes, scratches or defects on the fabric or product after that date will be accepted and will be considered due to misuse or general wear and tear.  Please send us photos immediately so we can compare them against our photos of the product during the quality checks.

If any part of your order is found to be defective on delivery you are entitled to return them to us provided you have first contacted us via phone or email, giving us details of the defects. Only once we have agreed that the goods should be returned to us are you able to proceed with the return.

We will do everything possible to correct any defects by fixing, altering or replacing.  Refunds are not an option unless we cannot repair or replace the faulty product and solely at our discretion.  If it appears that the goods are defective and needs to be inspected we will promptly arrange:

• for a courier to collect the defective goods from you any time between 9am – 5pm, between Monday and Friday. All you need to do is choose a day and the address you want us to collect the product in order to repair and return the repaired products to you, free of charge; or
• for a courier to collect the defective products from you and simultaneously deliver replacement goods of similar quality and specifications, free of charge.

Provided that the goods have not been modified or subject to misuse, negligence, improper installation, improper cleaning or the product has failed as a result of normal wear and tear and if it appears to us after we have inspected the goods that they are defective we will promptly arrange:

• to repair the product and return the repaired goods to you, free of charge; or
• deliver replacement goods of similar quality and specification, free of charge; or
• an alternative arrangement agreed to by both parties.
  
  

We have the right to cancel your order if:

• We have insufficient stock to make and deliver the goods ordered.
• You require delivery outside of Australia.
• The goods ordered unbeknown to us have been discontinued.
• A pricing error or typing error has occurred due to tying error, system failure within our database or website.

If for any reason beyond our reasonable control, we are unable to supply a particular item, we will notify you as soon as possible. If We do cancel Your Order We will notify You by email and will refund any sum deducted by us from Your credit card or Direct Debit as soon as possible but in any event within 30 days of Your Order. We will not be obliged to offer any additional compensation for disappointment suffered.