Keep the evidence; contact us promptly
Returns, Refunds & Remakes
Custom products are made from the confirmed selections and are reviewed differently from ready-made goods. The first step is to identify whether the product differs materially from the order or has a verified problem.
Do not install, wash, cut, alter or discard an item while a service request is under review.
Issues eligible for review
- Wrong product or configuration received.
- Delivery damage supported by packaging and product photos.
- Verified manufacturing defect.
- Material size difference from the confirmed order beyond the product's stated tolerance.
Usually not a product defect
- Preference change or screen-to-fabric color difference.
- Incorrect dimensions or options supplied by the customer.
- Reasonable dye-lot, weave, texture, seam or pattern variation.
- Normal transit wrinkles, wear, misuse, incorrect installation or unauthorized alteration.
What to include in a service request
Order number and item name
Photo of product and packaging labels
Full-view and close-up issue photos
For size: metal tape visible end to end
Confirmed ordered width and length
Date and condition on delivery
Whether the item was installed or altered
Clear description of the requested help
How to document a size concern
Lay the product as instructed on a clean, flat surface without stretching it. Use a metal tape and photograph the complete measurement with both ends and the scale readable. Identify whether you are measuring finished panel width, length, header or another feature.
Textiles may have a product-specific tolerance. The confirmed order, relevant product information and repeatable evidence are used together during review.