Refund policy

This Refund Policy explains how returns, cancellations, exchanges and refunds are handled for purchases made from DRAPEHOUSE LTD (“DRAPEHOUSE”, “we”, “us” or “our”).

We want you to be satisfied with your purchase. If there is a problem with your order, please contact us and we will handle your request in accordance with this Refund Policy and applicable UK consumer law.

This Policy does not affect any statutory rights you may have under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. CONTACT DETAILS

Trade name: DRAPEHOUSE LTD
Company number: 17439298
Registered / physical address: 1 Mann Island, Liverpool, England, L3 1BP
Email: info@drapehouse.shop

For any return, refund, cancellation or damaged-item request, please contact us at info@drapehouse.shop.

Please include your order number and sufficient information for us to identify your purchase.

2. 14-DAY RIGHT TO CANCEL

If you are a consumer purchasing eligible goods online, you generally have the right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If a single order contains multiple eligible goods delivered separately, the cancellation period generally runs from the day after you receive the last item.

To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.

You may contact us at:

info@drapehouse.shop

Please provide:

  • your full name;

  • order number;

  • email address used for the order;

  • the item or items you wish to return; and

  • a clear statement that you wish to cancel the relevant purchase.

You do not need to provide a reason for cancelling an eligible order.

3. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to cancel an eligible order, you must return the relevant goods within 14 days.

Please do not send a return to our registered office or to any supplier, warehouse or fulfilment location without first contacting us.

Some products may be dispatched or processed through third-party warehouses, suppliers, logistics providers or fulfilment partners. The correct return location may therefore be different from the address from which the parcel was originally dispatched or from our registered office.

Contact info@drapehouse.shop before returning an item so that we can provide the appropriate return instructions and, where applicable, the correct return address.

Goods sent to an unauthorised address may experience delays in processing.

4. CONDITION OF RETURNED GOODS

You may inspect and handle eligible goods only to the extent reasonably necessary to establish their nature, characteristics and functionality, similar to what would reasonably be permitted when examining goods in a physical shop.

Returned products should, where reasonably possible, include their original packaging and any components, instructions, fittings or accessories supplied with them.

For curtains, blinds and related products, please take particular care when unpacking and inspecting the goods.

Unless reasonably necessary to inspect the product, you should not:

  • install or permanently mount the product;

  • cut, trim, sew or otherwise alter it;

  • drill or modify components;

  • wash or dry-clean the product;

  • stain or damage the fabric;

  • expose the product to smoke, strong odours or other contaminants;

  • remove or damage components required for resale; or

  • otherwise handle the goods beyond what is reasonably necessary to inspect them.

If your handling of the goods goes beyond what would reasonably be permitted in a shop and causes a reduction in their value, we may be entitled to make an appropriate deduction from the refund as permitted by law.

This section does not limit your rights where goods are faulty, damaged, not as described or otherwise fail to comply with applicable law.

5. MADE-TO-MEASURE, CUSTOM AND PERSONALISED PRODUCTS

The statutory right to cancel because you have changed your mind does not generally apply to goods made to your specifications or clearly personalised for you.

This may include, depending on the product and how it is ordered:

  • made-to-measure curtains;

  • made-to-measure blinds;

  • curtains manufactured to dimensions supplied by you;

  • blinds manufactured to dimensions supplied by you;

  • fabric or other materials cut specifically to measurements requested by you;

  • products altered or manufactured specifically for your order;

  • personalised products; and

  • other bespoke or custom-made products.

Where a product is made to measurements, specifications, colours, configurations or other custom requirements supplied or selected by you and qualifies as a made-to-specification or clearly personalised product under applicable law, you may not have the statutory 14-day right to cancel simply because you change your mind.

Where applicable, the product page, checkout information or other information supplied before purchase may identify the product as made-to-measure, bespoke, personalised or otherwise custom-made.

This exclusion does not affect your statutory rights if the custom-made product is faulty, damaged, incorrectly manufactured, not as described or otherwise does not conform to the contract.

6. CUSTOMER MEASUREMENTS

Where you order a made-to-measure or custom-sized product, you are responsible for providing accurate measurements and specifications.

Please carefully check all measurements, dimensions, fitting requirements and selected options before placing your order.

If we manufacture or arrange manufacture of a product correctly according to the measurements or specifications you supplied, we will not normally be responsible merely because the product does not fit the intended space due to incorrect measurements supplied by you.

This does not apply where the problem was caused by us, including where the product supplied does not correspond with the measurements or specifications accepted by us as part of your order.

Nothing in this section excludes or limits rights that cannot lawfully be excluded.

7. STANDARD, NON-CUSTOM PRODUCTS

The made-to-measure exception does not automatically apply to standard products simply because you selected an ordinary option offered as part of the product.

Eligible standard, non-personalised products may therefore be returned under the statutory cancellation rules described above.

Depending on our product range, these may include standard-sized ready-made curtains, curtain accessories, tiebacks, hooks, rings, brackets, fittings, curtain hardware and other non-custom products.

Eligibility will depend on the nature of the individual product and applicable law.

8. FAULTY, DAMAGED OR INCORRECT GOODS

If your product arrives:

  • damaged;

  • faulty;

  • defective;

  • materially different from its description;

  • in the wrong size, colour or specification due to our error;

  • incomplete; or

  • as an item you did not order,

please contact us as soon as reasonably possible at info@drapehouse.shop.

Please provide:

  • your order number;

  • your full name;

  • a description of the issue;

  • photographs showing the product and the problem;

  • photographs of the packaging where relevant; and

  • any other information reasonably required to investigate the issue.

We may ask you not to dispose of the product or packaging while we investigate the claim.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement, price reduction or refund.

Where you have a statutory right to reject faulty goods, nothing in this Policy is intended to restrict that right.

9. DAMAGE DURING DELIVERY

Please inspect your order as soon as reasonably possible after delivery.

If you notice visible damage to the parcel or product, please photograph:

  • the external packaging;

  • the shipping label;

  • the damaged area;

  • the complete product; and

  • any damaged internal packaging.

Contact us at info@drapehouse.shop as soon as reasonably possible.

Prompt notification helps us investigate the issue with the relevant carrier, warehouse, supplier or fulfilment provider. However, failure to notify us immediately does not remove any statutory rights that you may have.

10. COLOUR, TEXTURE AND APPEARANCE

We make reasonable efforts to display product colours and images accurately.

However, the appearance of fabric, colour and texture may vary slightly depending on lighting conditions, photography, screen settings, monitor calibration and the natural characteristics of textile materials.

Minor variations that are inherent in the material or arise solely from differences in screen display will not necessarily mean that a product is defective.

This does not affect your rights where the product is materially different from its description or from what was agreed as part of your order.

Where colour matching is particularly important, we recommend ordering or reviewing an available fabric sample before placing a made-to-measure order, where a sample service is offered.

11. RETURN SHIPPING COSTS

For an eligible change-of-mind cancellation, you will generally be responsible for the direct cost of returning the goods unless we have expressly agreed otherwise or applicable law requires us to bear that cost.

Curtains, blinds and other home furnishing products may be large, heavy or unsuitable for standard postal services. Return shipping costs may therefore vary depending on the dimensions, weight, destination and carrier.

Where goods are faulty, damaged, incorrect or otherwise non-conforming and you have a legal right to a remedy, we will handle reasonable return arrangements or costs as required by applicable law.

Please contact us before arranging a return.

12. REFUNDS

Where you validly cancel an eligible order under your statutory cancellation rights, we will refund payments due to you in accordance with applicable law.

This will generally include:

  • the price paid for the returned eligible goods; and

  • the cost of the least expensive standard delivery option offered by us for the relevant order, where required by law.

If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost above the cost of standard delivery.

For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Once the applicable conditions are satisfied, refunds will generally be issued within 14 days.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

The time required for the refunded amount to appear in your account after we process it may depend on your bank, card issuer or payment provider.

13. PARTIAL REFUNDS AND DIMINISHED VALUE

Where permitted by law, we may reduce a refund to reflect a reduction in the value of returned goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.

For example, a deduction may be appropriate where a returned eligible product has been unnecessarily installed, altered, stained, damaged or otherwise handled in a manner that materially reduces its resale value.

Any deduction will be assessed according to the circumstances and applicable law.

14. EXCHANGES

We do not guarantee direct exchanges for all products.

If you would like a different standard product, colour or size, contact us at info@drapehouse.shop.

Depending on the circumstances, the simplest process may be to return an eligible product in accordance with this Policy and place a new order.

Made-to-measure, personalised and other custom-made products cannot generally be exchanged merely because you change your mind or selected incorrect measurements, subject always to your statutory rights.

15. ORDER CANCELLATIONS BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info@drapehouse.shop.

For standard goods, if cancellation is possible before dispatch, we will process the cancellation accordingly.

For made-to-measure, bespoke, personalised or cut-to-size products, production or preparation may begin shortly after an order is accepted.

Because statutory change-of-mind cancellation rights may not apply to goods made to your specifications or clearly personalised, please contact us immediately if you believe an order was placed incorrectly.

Nothing in this section allows us to impose charges or retain payments where doing so would be contrary to applicable consumer law.

16. PRODUCTS PROCESSED BY FULFILMENT PARTNERS

DRAPEHOUSE LTD may use third-party suppliers, warehouses, fulfilment providers, carriers and logistics partners to store, prepare, package, dispatch, collect or inspect products.

As a result:

  • products may be dispatched from different locations;

  • multiple products in one order may arrive separately;

  • the return address may differ from the dispatch address;

  • different products may require different return instructions; and

  • returned goods may be inspected by an authorised fulfilment or logistics partner.

The use of third-party fulfilment or logistics providers does not remove DRAPEHOUSE LTD's obligations to consumers under applicable law.

Your contract of sale remains with the seller identified in your order documentation.

17. UNAUTHORISED RETURNS

Please contact us before returning any product.

Do not automatically return goods to:

  • the address shown on the parcel;

  • the original dispatch warehouse;

  • a manufacturer;

  • a supplier;

  • a carrier; or

  • our registered office

unless we have instructed you to use that address.

This is particularly important because orders may be processed through different fulfilment locations.

We will provide appropriate return instructions after reviewing your request.

This requirement is intended to ensure that your return can be identified and processed correctly and does not limit any statutory rights you may have.

18. REFUSED AND UNCOLLECTED DELIVERIES

If you refuse delivery or fail to collect a parcel, please contact us.

A refused or uncollected parcel is not necessarily treated as a valid exercise of your statutory right to cancel. Where you wish to cancel an eligible purchase, you should clearly communicate your decision to us.

Any deduction or charge relating to an uncollected or refused delivery will only be applied where permitted by law and reasonably reflects costs for which you may lawfully be responsible.

19. LOST RETURNS

If you are responsible for arranging return shipping, we strongly recommend using a tracked service and retaining proof of postage until your refund has been completed.

We may ask you to provide tracking information or proof that the goods were returned.

20. PROMOTIONAL AND SALE ITEMS

Your statutory rights are not reduced because an item was purchased during a promotion, discount or sale.

Eligible sale products remain subject to the same statutory cancellation rights as other eligible products.

Made-to-measure, personalised or custom-made products remain subject to the exceptions described in this Policy regardless of whether they were sold at full price or at a promotional price.

21. BUSINESS PURCHASES

The statutory consumer cancellation rights described in this Policy apply to consumers.

If you purchase goods wholly or mainly for the purposes of a trade, business, craft or profession, different legal rules may apply.

Where a purchase is made as a business customer, any applicable return or cancellation rights may instead be governed by the terms agreed for that business transaction.

22. YOUR STATUTORY RIGHTS

Nothing in this Refund Policy is intended to exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under UK law.

Goods supplied to consumers must meet the standards required by applicable consumer legislation, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.

Where goods do not meet applicable legal requirements, you may have statutory rights to reject the goods, request a repair or replacement, receive a price reduction or obtain a refund, depending on the circumstances.

These rights are separate from the 14-day change-of-mind cancellation right applicable to eligible distance purchases.

23. HOW TO CONTACT US

For questions concerning returns, cancellations, refunds, damaged goods or this Refund Policy, contact:

DRAPEHOUSE LTD
Company number: 17439298
1 Mann Island
Liverpool
England
L3 1BP
United Kingdom

Email: info@drapehouse.shop

When contacting us about an existing order, please include your order number so that we can assist you efficiently.