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Warranty

At Curtain Express, we are confident that the quality of our products is of an exceptionally high standard; therefore we offer a FIVE-YEAR warranty on our custom made products, which begins from the moment that your order is placed. As we aim to keep our customers 100% satisfied with our products and services, we will always listen to and assess your queries even after your warranty has run out and see if we are able to assist in any way.
We guarantee that our custom made products are free from defects on all levels. This includes the material used to manufacture blinds, the components used to construct the blind (such as all brackets, bottom rails, end caps, wands, cords etc.), and the mechanisms used to operate the blinds (cord/chain mechanisms). We will repair or replace the product when is falls under the warranty period.

If you require a repair or replacement whilst covered under warranty, there may be some factors that could affect the outcome of this process, such as:

– The dye lot of the fabric used to replace your product may slightly vary from your initial product as we, and manufacturers cannot guarantee that every dye lot is identical. Therefore, the colour shade of your new product may be slightly different.
– There could be instances where the initial product you purchased is discontinued. In this situation, we will replace the product with one that is a similar colour and pattern of equivalent or higher value.

To activate the warranty on a faulty product, you first must contact us through email, info@curtainexpress.com.au or telephone, 1300 763 056, and arrange for a return to take place. Upon return, we will assess the product for any defects and, upon our discretion, determine whether is needs to be repaired or replaced. If the product is in fact found to be defective, it will be repaired or replaced under warranty. We will bear the cost of transport to resend the product to the customer. Customers should allow a reasonable amount of time for this process to take place. If the product is no longer under warranty, costs associated with return/repair and/or transport costs are to be borne by the customer.

The warranty does not cover damage caused by alteration made to the product by the customer, abuse, improper use or neglect, operation beyond capabilities, improper installation, abnormal operating conditions-temperature, humidity, corrosive elements, repair by others, improper cleaning, normal wear and tear (e.g. loss of colour as a result of prolonged exposure, fraying of the fabric or cords due to everyday use), damage caused by pets, insects and other animals.

Blinds that are wood/timber and natural woven products are made from natural materials. Therefore, some of the characteristics are beyond our control and the following are to be considered naturally inherent characteristics: variations in colour, grain and texture, natural markings (knots, mineral deposits, etc.), minor bowing or warping of slats, and natural materials. Furthermore, excessive warping of wooden blinds or natural woven shades is excluded if installed in a high humidity area.

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