Refund policy

Returns & Refund Policy

At Shadeworx (Pty) Ltd, we specialise in the manufacture of high-quality, custom-made roller blinds. Because every product is produced to your precise specifications, we have established a clear and transparent returns and refund policy to ensure fairness for both the customer and the business.

Important Notice: No Refunds for Customer Measurement Errors

All roller blinds are custom-manufactured according to the measurements and specifications you provide. As a result, we are unable to offer refunds, exchanges, or credits if the blinds are manufactured correctly but do not fit due to incorrect measurements supplied by the customer.

We strongly recommend that you double-check all measurements carefully before placing your order. If you are unsure about how to measure accurately, we advise you to engage the services of a professional measurer to avoid any costly errors.

When Returns, Repairs, or Replacements Are Accepted

We only accept returns, repairs, or replacements in the following limited circumstances:

  • The blinds were manufactured in the incorrect size due to an error on our part, or
  • The blinds arrived damaged or with a clear manufacturing defect.

If your claim is approved, we reserve the right to choose the most appropriate remedy, which may include:

  • Repairing the product,
  • Replacing it with a comparable item of equal value, or
  • Issuing store credit equivalent to the original purchase amount.

Conditions for a Valid Return

To qualify for a return, repair, or replacement, the following conditions must be met:

  • The blinds must be unused and returned in their original, undamaged condition.
  • All original packaging, components, accessories, and documentation must be included.

Returns That Will Not Be Accepted

We regret that we cannot accept returns or provide remedies in the following situations:

  • Incorrect measurements or specifications were provided by the customer.
  • The blinds were damaged during or after installation, or through misuse, neglect, or improper handling.
  • The product has been altered or modified without our prior approval.
  • The blinds were manufactured according to the agreed specifications and description, but do not meet your personal aesthetic preferences or expectations.

Installation Warranty Disclaimer

Please note that we do not provide any warranty on the installation of the blinds. Any damage that occurs during installation or thereafter is the responsibility of the installer or the customer. Our warranty applies exclusively to the materials and factory workmanship of the blinds themselves.

Manufacturer’s Warranty

We provide a 3-year manufacturer’s guarantee on all roller blind fabrics and components. This warranty covers:

  • Defects in materials or workmanship originating from the factory, and
  • Visible manufacturing flaws that are noticeable from a distance of one metre under natural daylight.

What the Warranty Does Not Cover

The warranty does not extend to:

  • Blinds manufactured outside our recommended size limits (please refer to our latest price list).
  • Normal wear and tear that occurs through regular use.
  • Damage caused by water, moisture, sea air, or environmental exposure.
  • Damage resulting from misuse, neglect, improper cleaning, or unauthorised modifications.

How to Report Damaged or Incorrect Products

If you receive a product that is damaged or incorrect due to our error, please follow these steps:

  1. Notify us by email at info@shadeworx.co.za within 24 hours of delivery.
  2. Include your order number, a clear description of the issue, and supporting photographs where possible.
  3. Return the product in its original packaging, together with all components, accessories, and documentation.

Please ensure that no markings are made on the packaging and that the return is pre-approved by us. We reserve the right to reject any return that does not comply with these procedures.

Refund Policy

Refunds will only be issued in the following cases:

  • The product has a confirmed manufacturing defect, or
  • The product was damaged during transit/delivery by our carrier.

We do not offer refunds on custom-made products free of manufacturing faults, nor do we refund orders in which the customer has provided incorrect measurements.

How to Submit a Warranty Claim

To make a claim under the 3-year manufacturer’s warranty, please:

  • Contact us by email at info@shadeworx.co.za within 3 years of the dispatch date.
  • Provide your order number and any relevant supporting documentation or photographs.

We may require you to return the blinds for inspection or allow an inspection at your premises before approving any repair, replacement, or credit.

If you have any questions regarding this policy or require assistance with your order, please do not hesitate to contact our customer service team at info@shadeworx.co.za. We are committed to providing you with the highest level of service and ensuring your experience with Shadeworx is as smooth and satisfactory as possible.