Special Circumstances Returns

Introduction

Most customers purchasing standard ready-made blinds will find the returns process straightforward. But for motorised blinds, custom fabric orders, trade purchases, and situations where a product has been discontinued, different rules apply. This guide addresses those specific scenarios directly.

Can I return a motorised blind?

Motorised blinds are non-refundable unless they arrive faulty or damaged. They are treated as bespoke products for the purpose of returns, regardless of whether they were made to measure. If a motorised blind develops a fault within the warranty period, that is handled through the warranty and defects process — not as a standard return.

For SOMFY-motor blinds specifically, the motor warranty extends to five years, providing meaningful long-term protection beyond the standard one-year blind warranty.

Can I return a blind made with a custom or special fabric?

No. Blinds manufactured with custom or bespoke fabrics — including unusual sizes or special material specifications — are non-refundable unless they are faulty or damaged. The same principle applies as with all made-to-measure products: a custom fabric blind was made exclusively for your specification and cannot be resold.

What are the rules for trade or bulk orders?

For trade and bulk purchases:

• Made-to-measure and special-order items are non-refundable
• Pre-packaged, ready-made items can be returned in accordance with the standard returns policy — unused, in original packaging, and in resalable condition

Trade buyers should evaluate orders carefully before confirming, particularly for large-volume made-to-measure purchases.

Can I exchange an item instead of receiving a refund?

Exchanges are only available for pre-packaged, ready-made items. Made-to-measure products are not eligible for exchange.

What happens if a product I need to replace has been discontinued?

Where an exact replacement is no longer available, we will work to identify an alternative or similar product. Whether this results in a replacement, refund, or alternative solution will depend on the specific product and the nature of the situation. Each case is handled individually.

How are issues discovered during installation handled?

Installation issues sit in a grey area that requires investigation to resolve. The key question is whether the product was defective before installation began or whether a problem was introduced during the fitting process.

If you discover an issue during installation:

• Stop fitting immediately
• Document the issue with photographs and video where possible
• Email customer.services@newblinds.co.uk with your order number, full description, and all evidence

Do not continue fitting a blind you believe to be defective, and do not force components that are not aligning correctly. Forcing an installation when something is not fitting as expected is a common cause of damage that shifts a claim from manufacturing defect to fitting damage — and that distinction has significant implications for what remedy is available to you.

Is goodwill offered for issues outside the warranty?

Where an issue falls outside the warranty — whether due to the warranty period having expired, user error being identified, or circumstances that do not fit neatly into either category — there is still a route to a resolution. Options such as replacement components at full or discounted cost, repair recommendations, or partial credits are all possibilities that can be explored. Contact customer services to discuss the specific situation.