Refund policy

We pride ourselves on our craftsmanship, attention to detail, and the care we put into every order. Our products are made with intention, and we strive to provide excellent customer service at every step of your purchase.

Made-to-Order Products

Non-Returnable & Non-Refundable

All curtains, headboards, furniture, and scatter cushions sold by Curtainry are made to order and produced specifically according to your selected specifications. Because these items are custom manufactured, they are non-returnable and non-refundable.

Curtains (Including Standard Sizes)

All curtains are made to order, including both custom (made-to-measure) curtains and standard size curtains. Standard sizes are not pre-made or held in stock, they are produced on demand according to your selected size, fabric, header style, lining, and fullness. While offered for convenience, standard sizes are still custom-produced items and do not qualify as ready-made or off-the-shelf products, so they follow the same no-return and no-refund policy as all made-to-order items.

Headboards & Furniture

Headboards, pedestals, kists, and any other accent furniture we offer are made to order and produced according to your selected design, size, fabric, and configuration. This clause applies to all current furniture items and any future furniture additions to our range.

Product images are provided for illustration purposes. The number of panels, proportions, and overall appearance may vary depending on the selected size. These variations are part of the intended design and do not qualify as manufacturing defects or grounds for return.

Scatter Cushions

Scatter cushions are custom made to order using the selected curtain fabric provided at checkout. Sheer curtain fabrics are not suitable for scatter cushions and are excluded from cushion production.

Policy Rules (Applies to All Made-to-Order Products)

  • Orders are not eligible for returns or refunds
  • Orders cannot be cancelled once production has started
  • Change of mind is not a valid reason for return
  • Incorrect selection of size, fabric, colour, design, or configuration is not eligible for return or refund

Measurement & Product Responsibility

We strongly recommend reviewing all product information carefully before placing your order, including:

  • Measurement guides (curtains, headboards, and furniture)
  • Curtain drop and sizing selection
  • Headboard and furniture dimensions and configuration
  • Fabric descriptions, textures, and lining options
  • Header styles and design choices

Where available, fabric swatches are recommended to ensure colour, texture, and finish expectations are met before ordering.

Curtain Measurement Adjustments

If you believe the measurements provided at the time of order were incorrect and your curtains require alteration (shortening or lengthening), please contact us directly so we can assist you in achieving the best possible fit. Our team will guide you through the available alteration options and next steps.

You can contact us via our Contact Us page.

Please note that alteration services are handled on a case-by-case basis and may incur an additional charge depending on the adjustment required.

Accessories (Return Eligibility)

Accessories are the only items eligible for return, provided they meet the conditions below. Accessories refer to non-made-to-order items such as hardware and fittings supplied separately from custom products.

Returnable Accessories

Accessories may be returned within 7 days of delivery if:

  • The item arrived faulty, damaged, or incorrect
  • The item is unused, uninstalled, and in original packaging

All return requests must be approved before items are sent back.

Non-Returnable Accessories

Accessories are not eligible for return if:

  • There is a change of mind
  • The item was ordered incorrectly
  • The item has been used, installed, altered, or damaged after delivery

Fabric swatches and sample materials are non-returnable and non-refundable.

Non-Returnable Situations (Made-to-Order Products & Accessories)

The following do not qualify for a return or refund:

  • Incorrect measurements, selections, or specifications supplied by the customer (applies to made-to-order products and accessories)
  • Items manufactured correctly according to the original order details
  • Colour variation due to lighting, screens, or dye lots
  • Fabric texture, weight, or appearance not meeting personal preference
  • Courier delays or third-party logistics issues
  • Orders placed in error

Size tolerance: Curtains are handmade products. A finished size tolerance of up to ±4 cm is considered industry standard and acceptable.

Faults or Errors on Our Side

If you believe your order has a manufacturing defect or does not match your confirmed order details, please contact us as soon as possible with:

  • Your order number
  • A description of the issue
  • Photos where applicable

Where an error is confirmed, we will repair or remake the item to match the original order.

Return Process & Timeframes (Accessories Only)

  • Return requests must be submitted within 7 days of delivery
  • Approved returns must be shipped back using a trackable service
  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • A 15% handling and restocking fee will be deducted from the refund

Once returned items are received and inspected, approved refunds will be processed to the original payment method within 3 to 10 business days.

Refunds

  • Refunds apply to eligible accessories only
  • Shipping fees are non-refundable
  • A 15% handling fee applies to approved returns
  • Prior purchases are not eligible for price adjustments or discount refunds

International Orders

All products sold and shipped outside South Africa are final sale and not eligible for return or refund, including cases of fault or damage. We recommend contacting us if any item arrives visibly incorrect.