Returns & Refund Policy Page

VIEWTAILOR prides themselves on excellent craftsmanship and attention to detail, with exceptional customer service. Customers are encouraged to review the return policy and work with them for possible solutions before initiating order disputes.

Can I Return?

Not Returnable:

• All sample items (swatches and sample booklets) are not returnable
• Made-to-Order Drapes and shades are non-returnable if made to match original order details
• Made-to-Order rods and tracks are non-returnable if made to match original order details

Returnable:

Ready-to-Ship Hardware and Ready-Made products are eligible for return within 30 days of receiving if they meet BOTH conditions:

1. Faulty items damaged/broken, or incorrect size/color upon arrival
2. We made the wrong items
3. Wrong liner type used
4. Not as described
5. Items are unused, drapery with tags and unaltered

Non-Returnable Conditions

The following conditions do NOT qualify for return for Ready-Made or Made-to-Order drapes, blinds, and shades:

• Misunderstood the image of the product
• Items do not fit properly but were made accurately
• Drapes are too heavy
• Not the color you wanted
• Not the quality you wanted (Consider buying fabric booklets to confirm color and texture)
• Change of mind / No longer wants it
• Ordered the wrong item by mistake
• Items will be produced according to the measurements provided
• Order comes later than expected
• Items were ordered by mistake
• Incorrect measurement provided
• Color variation due to fabric dye lot that naturally occurs (reasonable color differences allowed between sample booklets and finished drapery)
• Color variation due to adding a liner (compare lined drapes vs unlined)
• Color variation due to adding different liners to the same color curtain
• Shading rate does not meet expectations
• Minor wrinkles caused by packaging or transit (not considered defects; can be smoothed after hanging or with steaming)
• Clearance items do not support returns or exchanges

Size Variation Tolerance

Size variations within industry-accepted tolerances are NOT considered defects:

Return Time Limit

• Any reasonable return request will be accepted and processed within 30 days of the delivery date shown in tracking information
• Requests submitted after this timeframe may be declined
• Customers should check products as soon as they arrive

Return Shipping Fees

Exchange Policy

• For damaged or broken items (provided damage is not caused by misuse or intentional damage), exchanges are accepted
• Exchanges can only be made with the same details as the original order (including size, header style, color, liner, etc.)

Exchange Process:

1. Contact via email: support@viewtailorcurtains.com within 30 days of delivery date
2. Keep all packaging (outer and inner packaging)
3. Provide photos of packaging and products
4. VIEWTAILOR will arrange exchange after confirmation

Alterations

Alterations are generally NOT accepted once an order has been shipped. Customers should double-check measurements and size selections before placing orders.

Shading Rate Policy

• Various fabric materials provided as liner types for different shading rates: Privacy, Room Darkening, Blackout, and Thermal
• Shading level is subjectively judged by people
• Customers should order Liner Sample Booklet to ensure liner shading works for them
• Purchasing fabric booklets is suggested to ensure shading is expected
• Note: "liner shading rate" does NOT fall into the category of misdescription since this may vary in different environments

Wrong Size Policy

• Customers should use a metal tape measure to prevent errors (non-metal tape measures can stretch)
• In the extremely unlikely event curtains are received in wrong size:
  • VIEWTAILOR will arrange for curtains to be remade or resized
  • Decision between remake or resize is at VIEWTAILOR's discretion
  • VIEWTAILOR will cover the cost of freight receiving and sending curtains to and from their factory

Change of Mind

Customers should choose and measure items carefully. VIEWTAILOR does NOT accept returns due to change of mind once the order has been shipped. No complimentary replacements for change of mind.

Color Policy

• Color may vary from pictures due to variations in monitor, lighting, and batch colors
• VIEWTAILOR does NOT accept returns for color variation
• Due to fabric dye lot that naturally occurs, reasonable color differences are allowed between sample booklets and finished drapery

Package Lost Policy

• If package is lost during transportation, VIEWTAILOR will contact logistics as soon as possible to find the package
• If package cannot be found, VIEWTAILOR will arrange for order resend
• No refunds are accepted for lost packages

Return Shipping Address

Once return request is approved, the return shipping address will be provided by email.

Refund Processing

1. Send back returned products
2. Email support@viewtailorcurtains.com with trackable tracking number
3. Refund will be handled after inspection within 3-5 days upon receipt
4. Refunded amount will be back to original payment method card
5. It normally takes 3-7 days to reflect on credit card

What If My Shades Break?

• Custom Roman Shades are created by hand to stringent standards and should withstand normal use for many years
• In the unlikely event shade stops working properly, contact VIEWTAILOR
• If product is determined to be faulty due to unforeseen reason (e.g., manufacturing defect), replacement will be offered free of charge
• Original shade must be returned to VIEWTAILOR

Dispute & Chargeback

Key Points Summary