Return & Refund Policy

At Neutral Curtains, every drape and shade is carefully handcrafted to your measurements and design choices. Because each item is made-to-order, we generally do not accept returns or cancellations once production has begun.

However, we stand behind our quality and are committed to fair, transparent, and lawful service in line with U.S. consumer protection standards.

When Returns Are Accepted

Custom-made drapes and shades can only be returned in the following situations:

We made the wrong product, size, color, or lining type.
The item arrived damaged, defective, or not as described.

If this happens, please contact us within 30 days of delivery with your order number and clear photos. We will remake, replace, or repair your item at no additional cost.

If a return is required, prepaid return labels are available for customers who added the Shipping Protection Plan; otherwise, return shipping is the customer’s responsibility.

If You Prefer a Refund Instead of Replacement

If you are eligible for a replacement but prefer a refund, we offer the following options:

With Shipping Protection Plan (added at cart):

- We cover the return shipping cost.
- You’ll receive 90% of the order amount after inspection.

Without Shipping Protection Plan:

- You cover the return shipping cost.
- You’ll receive 90% of the order amount after inspection.

The 10% deduction covers the original shipping, packaging, and handling expenses incurred when delivering your custom-made products.

This arrangement reflects the production and material cost of made-to-order products while maintaining fair treatment for our customers.

Exchange

If your order was made correctly but you are not fully satisfied, we offer a one-time exchange:

Receive a gift card worth 20% of your original order toward a new purchase.
No need to return your original item.
The gift card never expires and can be combined with other discounts.

Order Cancellation

For Ready-Made Items

Orders may be cancelled for a full refund before shipment or within 12 working hours after payment confirmation.
Once shipped, cancellation is not available.

For Made-to-Order Items

Cancellation or change requests made after 12 hours of placing the order will incur a 25% fee to cover production costs.
Orders that have already been shipped cannot be cancelled.

Non-Returnable Cases

Returns are not accepted for the following reasons:

The product matches your order details but you changed your mind.
Color or texture appears slightly different from photos or samples.
Incorrect measurements provided by the customer.
Shading level or fabric weight not as expected.
The order arrived later than expected.

Our Commitment

We are committed to fair, honest, and lawful business practices.
Our policies are designed to comply with U.S. consumer protection standards while reflecting the custom nature of our products.
If you have any questions, please contact support@neutralcurtains.com — we’re always happy to help.