At UpCurtains, every order is custom-made with care and precision.
 Because our products are made-to-measure, we handle refunds and replacements differently from standard retail items.
 Your satisfaction is our priority, and we are committed to resolving any issues quickly and fairly.

一、 When We Accept Refunds or Replacements

We take full responsibility if an issue arises due to our error.

You are entitled to a refund or replacement if:

●       The product received does not match your confirmed specifications or order details.

●       There is a manufacturing defect or quality problem caused during production.

●       The goods were damaged during shipment (photo evidence required within 48 hours of delivery).

In such cases, we will:
 ✅ Offer a replacement (produced and shipped by air freight at our cost); or
 ✅ If you prefer not to receive a replacement, issue a full refund to your original payment method.

We always prioritise correction or replacement first — at no extra cost to you.

二、When Refunds or Returns Are Not Applicable

Because all products are custom-made to your exact measurements, we cannot accept returns or refunds in the following situations:

●       The measurements provided by the customer were incorrect.

●       The customer changed their mind after production began.

●       The product was installed, used, or altered after delivery.

In these cases, we will work with you to explore discounted re-production options, but we cannot offer a full refund.

We kindly ask you to double-check all measurements before confirming your order — or book our Professional Measurement Service to ensure accuracy and full coverage under our guarantee.

三、Order Cancellation Policy

●       Orders can be cancelled within 24 hours after payment without penalty.

●       After 24 hours, materials and production are typically underway, and cancellation may incur a partial fee depending on progress.

四、How to Request a Refund or Replacement

To help us resolve your issue quickly:

1. Email support@upcurtains.com within 48 hours of delivery.
   
   
2. Include your order number, photos, and a brief description of the issue.
   
   
3. Our quality assurance team will review your case within 2 business days.
   
   
4. If approved, we will arrange your refund or replacement immediately.
   
   

五、Our Commitment

We stand behind the quality of every product we deliver.
 If we make a mistake, we fix it — quickly and at our expense.
 If the issue is caused by incorrect information or measurements from the customer, we will still do our best to help find a fair and practical solution.

At UpCurtains, we believe trust is built not by perfection, but by how we take responsibility when things go wrong.

 

 

Situation	Our Action
Our mistake (wrong size, defect, damage)	Replace or refund at our cost
Customer mistake (wrong measurement, change of mind)	No refund, discounted re-make available
Cancel within 24h	Full refund
Cancel after production	Partial cost deduction may apply