Manufacturing Defects and Warranty

Introduction

Warranty claims are among the most misunderstood areas of blind ownership. Customers occasionally assume that any fault discovered after installation will be covered, while others assume the opposite — that once a blind is fitted, any claim becomes impossible. The reality is more nuanced than either position. This guide sets out exactly what the warranty covers, how long it lasts, and how manufacturing defects are distinguished from user error.

What does the warranty cover?

The standard warranty covers faults arising directly from manufacturing or material defects. Specifically, this includes:

• Defective operating mechanisms, including chains, cords, springs, and motor components
• Faulty brackets or hardware supplied as part of the blind
• Manufacturing errors that affect the normal function of the blind
• Electrical faults in motorised blinds, within the applicable warranty period

What these have in common is that the fault existed before the blind was correctly installed and used — it arose from the manufacturing process, not from anything the customer did.

How long is the warranty?

The standard warranty period is one year from the date of purchase, unless otherwise specified on the individual product page.

Some products and components carry extended warranties:
 

Always check the specific product page for the warranty terms applicable to your purchase, as these supersede the standard one-year period where stated.

What is the difference between a manufacturing defect and user error?

This distinction is the central question in most warranty assessments, and it matters significantly. The clearest way to understand it:

A manufacturing defect means the blind was faulty before it was installed or used. The fault existed in the materials or production process — it had nothing to do with the customer's actions.

User error or external damage means the blind was functioning correctly when supplied, but a problem arose due to measuring mistakes, incorrect installation, improper handling, or environmental factors.

In practice, assessing which applies requires a conversation with the customer. A blind that operates incorrectly may have a defective mechanism — or it may have been installed with a bracket misaligned. A motorised blind that does not respond may have an electrical fault — or it may not have been wired correctly. The distinction is made by investigating the specific situation, not by applying a blanket rule.

Are defects discovered after installation covered?

This depends on the nature of the defect. A genuine manufacturing fault does not disappear because a blind has been installed — if the mechanism was defective before fitting, it remains a warranty matter. However, damage caused during installation, or a fault introduced by incorrect fitting, is not covered.

The key question is always: was this fault present before installation, or did it arise because of something that happened during or after the fitting process? Answering that question honestly, with supporting evidence, is the most direct route to a resolution.

What is not covered under warranty?

Stop immediately if you are about to raise a warranty claim based on any of the following — these fall outside the warranty and will not be covered:

• Incorrect measurements provided by the customer
• Damage caused during fitting
• Normal wear and tear over time
• Incorrect operation of the blind
• Misuse or failure to follow care instructions
• Alterations made by the customer after purchase

These exclusions are not designed to obstruct legitimate claims. They reflect a straightforward principle: the warranty covers what was wrong before the blind reached you, not what happened afterwards.

What if my issue falls outside the warranty?

Even if a fault is outside the warranty period or is identified as user error, there is still a route to a resolution. Where possible, help will be offered — whether that means replacement components at full cost, a discounted repair, a replacement motor, or replacement brackets. Every situation is assessed individually. The goal is to find a workable solution rather than simply closing the case.

How do I raise a warranty or defect claim?

Email customer.services@newblinds.co.uk with:

• Your order number
• A detailed description of the fault
• Photographs or video evidence showing the problem clearly
• Information about when the fault was first noticed and whether it was present from the point of installation or developed over time

The more information you provide upfront, the faster the assessment can be completed.