Refund policy

At R&B Net Curtains, all of our net curtains are made to order using the measurements and options chosen by the customer.

Because our products are made to your specifications, we do not accept returns, cancellations or exchanges for:

change of mind
incorrect measurements supplied by the customer
changes to fabric, design, heading or finish selected by the customer
orders placed in error
items that do not fit where the measurements or specifications provided to us were incorrect

For online, phone and other distance orders, made-to-measure goods are generally exempt from the standard 14-day cancellation right where they are made to the consumer’s specifications or clearly personalised. Government guidance specifically includes custom-made curtains as an example.

For in-store purchases, customers do not normally have an automatic right to return non-faulty goods simply because they change their mind, unless the shop chooses to offer this.

Your legal rights

This policy does not affect your statutory rights.

If your order is:

faulty
not as described
not of satisfactory quality
not fit for purpose
or made incorrectly by us

please contact us as soon as possible and we will put things right in line with your rights under the Consumer Rights Act 2015. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Checking your order

It is your responsibility to check all order details carefully before placing your order, including:

width
drop
fabric or pattern
any other custom options

Please make sure all measurements and selections are correct before confirming your order. Once production has started, changes may not be possible.

If we have made a mistake

If we have supplied the wrong item, used the wrong specification, or made your nets incorrectly from the details you approved, please contact us within 14 days of delivery with:

your order number
a description of the issue
clear photographs where relevant

We will review the issue and, where we are at fault, we will offer an appropriate remedy in line with consumer law.

If your item arrives damaged or faulty

Please inspect your order as soon as it arrives. If your item is damaged in transit or appears faulty, contact us as soon as possible so we can assess the problem and resolve it promptly. Your legal rights in relation to faulty goods still apply.