Widerrufsrecht
Order Cancellation and Modification
Can I cancel my order?
All products are individually made to order and enter production shortly after purchase to ensure timely delivery. Therefore, any modification or cancellation requested within 12 hours of placing the order will incur a 10%-30% fee, depending on the production stage and materials prepared. After 12 hours, orders cannot be canceled or modified, as production will already be in progress.
Can I make changes to order details after placement?
We take pride in our quick response and delivery for order requests. Please carefully measure and place your order. Take advantage of our available resources if necessary, including pre-sale consultations, sample swatches, and the help center. Placing an order signifies your confirmation of the order details.
If you need to make changes, please submit your modification request within 12 hours of placing the order. A 10%-30% alteration fee may apply, depending on the production stage. Modification requests made after 12 hours from the order date will not be accepted.
* Curtain Order Quantity Reminder:
Curtains are sold by single panel. Each quantity of "1" represents one individual curtain, not a pair. For a typical window, you may wish to order two panels for a balanced and full look.
Special Customization Policy
For special customization requests—such as curtain hanging styles not listed on our website or sourcing unique accessories—an additional 10% customization service fee will apply due to the extended communication and labor involved. We will confirm the customization lead time and additional costs with you before proceeding with the order. The order will be placed only after mutual agreement on these terms.
Return & Refund Policy
Please inspect your order promptly upon receipt. If you find any items to be defective or incorrect, contact us at support@thehues.com within 7 days of delivery.
To assist with your request, please include your order number and photos/videos of the defective or incorrect item. If a quality issue is confirmed, we will work with you to find a resolution.
Can I make a return?
Our products are handcrafted and specially customized based on your preferences (including some hardware cut to your size), making them unique and non-transferable to other customers. As such, returns are not accepted unless there is a quality issue or manufacturing defect. Please review your order carefully before finalizing the purchase.
Examples of non-returnable/refundable items
For customization, safety, and waste reduction reasons, the following items are non-returnable:
* Incorrect Orders by Customer:
Orders with incorrect size, header, fabric, color, liner, quantity, or other specifications due to customer error, not modified or canceled within 12 hours.
* Change of Mind or Unresonable Expectations:
Return/refund request due to personal preference, as well as expectations that do not align with the actual product, including unexpected color, texture, shading, soundproofing, or overall product performance.
* Slight Size Differences:
Variations within industry-accepted tolerances of ±1-2" due to standard measurement allowances, fabric properties, or necessary adjustments for product functionality.
* Slight Color Variations: Differences due to fabric dye lots, lighting, environment, screen displays, or liner additions.
* Used or Un-resellable Items: Any product that has been used.
* Clearance/Final Sale Items
* Panel Seaming (Vertical Seams): When curtain dimensions exceed fabric width limitations, vertical seaming may be necessary. Seams are professionally placed and designed to remain discreet when the curtains are hung. As this is a standard production method, orders with panel seams are not eligible for return or refund.
Warranty
We offer a one-year limited warranty covering manufacturing defects and quality issues. If you discover such defects under normal use, please contact us with your order details and product photos for assistance.
What's Covered?
* Manufacturing defects, such as stitching errors, fabric flaws, or hardware malfunctions.
* Structural integrity issues, like seams unraveling or hardware components failing under normal usage conditions.
* Material defects, including unexpected fabric deterioration not caused by environmental exposure.
* Malfunction of product parts, provided the issue is not caused by human damage or improper use
What's Not Covered?
* Shipping-related scuffs (surface marks from friction) or creases (fold lines due to pressure), including minor wrinkling or dents.
* Improper use or handling, such as excessive force, exposure to moisture when not intended, or incorrect installation.
* Malfunction or defect resulting from incorrect installation, unauthorized modification, water exposure, or physical impact
* Accidental damage, including cuts, burns, pet damage, or stains.
* Aging and wear, such as fabric softening, natural fading over time, or pilling due to friction.
* Environmental exposure, including sun damage, mold/mildew from humidity, or warping caused by extreme temperatures.
Examples of issues not covered
Insufficient Curtain Rod Support Using a curtain rod that is not strong enough to hold the weight of the curtains, leading to bending or deformation.
Improper Shade Sail Installation:
* Failing to select the correct size, installation points, or proper tilt angle as recommended on the product page.
* Not removing the shade sail during rain or snow, leading to excessive water accumulation and fabric damage.
* Attaching multiple anchor points to a single support pole, causing it to bend. (For stability, we recommend securing no more than one anchor point to any structure other than the main building.)
Woven Shades:
* Color Variation: Slight color differences may occur due to natural fiber origin, harvest conditions, or exposure to light.
* Handcrafted Characteristics: Minor texture irregularities, weaving marks, or plant scent are normal and not considered defects.
* Environmental Suitability: Not recommended for high humidity or high-heat environments; misuse-related damage is not covered.
* Natural Aging: Gradual color changes may occur over time due to oxidation and light exposure.
* Length Extension: A slight stretch (1-2 cm) may happen after hanging due to fabric weight.
Motorized Shades:
Adjusting, rewiring, or modifying the motor or remote control without following the provided installation and operation instructions.
After-Sales Service Process
Report Within 7 Days After Delivery
Please inspect your products immediately upon receipt.
If you notice any issues — such as damage, missing items, or incorrect specifications — please report the problem within 7 days of delivery.
To help us resolve your case efficiently, please provide the following:
* Your order number
* A brief description of the issue
* Clear photos or a short video showing the problem
Our team will review your report within 1-2 business days and offer a solution, which may include adjustment, replacement, or technical support depending on the situation.
Shipping Damage
If your package arrives visibly damaged, please take photos before signing for the delivery and contact us immediately. Include photos of:
* The outer packaging (showing damage)
* The shipping label
* The affected product
We will assist you in filing a claim with the carrier. Please cooperate actively and reach out to the carrier proactively so that we can resolve the claim together.