Return Policy

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Introduction

At Quozranxchap, we take great pride in the quality of our custom blinds and curtains. We are committed to ensuring your complete satisfaction with every purchase. This Return Policy outlines our procedures for returns, exchanges, and refunds. Please read this policy carefully before placing your order.

Due to the custom-made nature of our products, our return policy differs from standard retail returns. We encourage you to contact us before placing your order if you have any questions about our return procedures.

Custom-Made Products

Understanding Custom Orders

All blinds and curtains from Quozranxchap are made-to-order according to your specific measurements, fabric choices, and customisation options. Because these products are manufactured specifically for you, they cannot be resold to other customers. This unique nature of our products affects our return and refund policy.

Non-Returnable Items

Custom-made products generally cannot be returned for the following reasons:

Change of mind about colour, fabric, or style selection
Ordering the wrong size due to customer measurement errors
Products that have been installed and then removed
Products that have been altered, modified, or damaged after delivery
Minor colour variations due to screen differences (we recommend ordering samples)

Quality Guarantee

We stand behind the quality of our products. If you receive an item that is defective or does not match your specifications, we will make it right. Our quality guarantee covers:

Manufacturing defects in materials or workmanship
Incorrect dimensions due to our measurement or production errors
Wrong colour, fabric, or style delivered (different from your order)
Missing components or accessories
Damage that occurred during transit
Operating mechanism failures within the warranty period

Reporting Issues

Timeframe for Reporting

To be eligible for a return, replacement, or refund, you must report any issues within the following timeframes:

Shipping damage: Within 48 hours of delivery
Manufacturing defects: Within 14 days of delivery
Incorrect orders: Within 7 days of delivery
Operating mechanism issues: Within the warranty period

How to Report an Issue

If you need to report a problem with your order, please follow these steps:

Contact our customer service team via phone or email
Provide your order number and a description of the issue
Include clear photographs showing the problem
Do not attempt to install defective products
Keep all original packaging until the issue is resolved

Resolution Options

Repair

Where possible, we may offer to repair the product. This option is typically offered for minor defects or issues that can be corrected without replacing the entire product. Repairs are conducted at no cost to you if the defect is due to manufacturing error.

Replacement

If a product cannot be repaired, we will manufacture a replacement at no additional cost. Replacement products are made with the same care and attention to detail as your original order. Delivery timeframes for replacements will be communicated at the time of approval.

Refund

In cases where repair or replacement is not feasible, we will issue a refund. Refunds are processed using the original payment method and may take 5-10 business days to appear in your account after approval.

Order Cancellation

Before Production

Orders may be cancelled without penalty if production has not yet begun. Please contact us as soon as possible if you need to cancel. A full refund will be issued for orders cancelled before production starts.

During Production

Once production has begun on your custom order, cancellation may not be possible. If cancellation is approved during production, a cancellation fee may apply to cover materials and labour costs already incurred. The cancellation fee will be determined based on the stage of production.

After Production

Completed custom orders generally cannot be cancelled. However, we encourage you to contact us to discuss your specific situation, and we will do our best to find a suitable solution.

Return Shipping

Defective Products

If you are returning a product due to a manufacturing defect or error on our part, we will arrange and pay for return shipping. Do not ship products back without first obtaining a return authorisation number from our customer service team.

Return Authorisation

All returns require a Return Merchandise Authorisation (RMA) number. Products returned without an RMA number may be refused or delayed in processing. To obtain an RMA number, contact our customer service team with your order details.

Packaging Requirements

Products being returned must be packaged securely to prevent damage during transit. Where possible, use the original packaging. We are not responsible for damage that occurs during return shipping due to inadequate packaging.

Samples

We highly recommend ordering fabric and colour samples before placing your custom order. This helps ensure you are happy with your selection and reduces the likelihood of disappointment with the final product. Sample orders may be returned within 14 days of receipt for a refund of the sample cost, minus shipping fees.

Warranty Coverage

All Quozranxchap products come with a warranty against manufacturing defects:

Fabric and materials: 2-year warranty
Operating mechanisms: 5-year warranty
Motorised components: 3-year warranty
Structural components: 5-year warranty

Warranty coverage does not extend to normal wear and tear, damage caused by misuse, improper installation (if not installed by us), or modifications made after purchase.

Exceptions

Consumer Guarantees Act

Nothing in this Return Policy is intended to limit your rights under the New Zealand Consumer Guarantees Act 1993. If a product fails to meet a consumer guarantee, you are entitled to a remedy regardless of this policy.

Fair Trading Act

Our return policy operates in compliance with the Fair Trading Act 1986. We are committed to fair and transparent dealings with all our customers.

Professional Measurement Service

To minimise the risk of ordering incorrect sizes, we strongly recommend using our professional measurement service. When our team takes the measurements, we guarantee the fit of your custom products. If products manufactured based on our measurements do not fit correctly, we will remake them at no additional charge.

Contact Us

If you have any questions about our Return Policy or need to initiate a return, please contact us:

Quozranxchap
7B Carmont Place, Mount Wellington, Auckland 1060, New Zealand
Phone: +64 9 274 9313
Email: notifyuse@quozranxchap.world

Our customer service team is available Monday to Friday, 8:00 AM to 5:00 PM, and Saturday, 9:00 AM to 1:00 PM.