Wrong Blinds Delivered: What to Do

Receiving the wrong blind is frustrating, particularly when you have taken care with your measurements and specifications. The good news is that this situation has a clear resolution pathway — and the steps you take in the first few minutes after opening the packaging have a direct bearing on how quickly that resolution arrives.

What counts as a 'wrong item' delivery?

The following all qualify:

• Incorrect colour or fabric
• Incorrect dimensions
• Wrong product type entirely
• Incorrect control side (left when you ordered right, or vice versa)
• Incorrect control type (chain when you ordered motorised, for example)
• Missing customisation features (no pelmet or cassette, incorrect hem bar, etc.)
• Someone else's order delivered to your address

What should I do the moment I notice the problem?

Do not install the blind. Once a blind has been drilled into a wall or ceiling, its condition as received becomes much harder to assess. An uninstalled blind is easier to inspect, photograph, return, and replace.

Take the following steps immediately:

1. Photograph everything. Capture the outer packaging, any courier labels, the product label or tag attached to the blind, and the blind itself — including a clear shot that shows the colour, fabric, and any visible specifications.
2. Compare against your order confirmation. Lay your confirmation email beside the product. Identify every discrepancy specifically — not just "it looks wrong" but "I ordered a 900mm wide recess-fit blackout roller blind in Slate Grey and received a 900mm wide roller blind in Anthracite with the dimout fabric option."
3. Contact us as soon as possible at customer.services@newblinds.co.uk.

What information do I need to provide when reporting a wrong item?

Include the following in your email:

• Your order number
• Photographs of the product label or tag
• Photographs of the actual product received
• Photographs of the outer packaging and courier labels
• A clear description of what was ordered versus what was received

The more precise your description, the faster the resolution. Vague reports such as "the blind looks different" slow down investigation. Specific reports such as "I ordered left-hand chain control and received right-hand chain control" allow us to go directly to production records.

How do you investigate a wrong item claim?

Our investigation process:

1. Your order is checked against production records and quality control documentation.
2. Shipping labels are verified.
3. We establish whether the error originated at the warehouse packing stage, in production, or in the order entry process.

We will share our findings with you and explain the cause. This is not about apportioning blame — it is about understanding what happened so we can prevent it recurring.

What if the investigation shows I ordered the wrong item myself?

It happens. We will review your original order specifications and show you the order confirmation as evidence. If the blind was manufactured correctly to your submitted specifications, it is not a wrong item delivery in the manufacturing sense.

In those circumstances, we will:

• Talk through the discrepancy with you
• Offer to remake the blind at a discounted rate where possible
• Apply standard returns considerations based on the specific product type

We will not simply leave you without a solution.

How is a confirmed wrong item delivery resolved?

Where the error is ours:

• A correct replacement is manufactured and dispatched at no charge.
• Expedited production is arranged where possible to minimise delay.
• We arrange courier collection of the incorrect item at our cost. In some cases — particularly where the factory needs to inspect the wrong item before remaking — we may ask you to retain it temporarily until the correct blind arrives.
• Compensation is considered depending on the nature and impact of the error. This may take the form of a discount on your order, a partial refund, a free accessory or upgrade, or store credit.

Who pays for the return of the wrong item?

We do. We arrange free collection using our own courier. You will not be asked to package and post the blind at your own expense or seek reimbursement later.

How long will it take to get the correct blind?

We aim to arrange a replacement as quickly as possible, and rush production is available where the product and factory schedule permit. We will give you a realistic timeframe when we confirm the replacement order — not an aspirational one.