Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at curtainholdercustomercare@gmail.com. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at curtainholdercustomercare@gmail.com

SECTION 1 - Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable. Please read the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.

Once you purchase, you have agreed to all the sections and points outlined below. Please email us if you have any questions or concerns regarding a return.

Our money-back guarantee policy lasts 14 days, which is our "Risk Free—Money Back Guarantee." If you receive your item and change your mind within those 14 days, then you are entitled to a refund. 

 If it’s been over 30 days and you request a refund due to a broken product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require you to provide us with either an image or a video showing that the product was damaged and is not working.

Note that, based on Australian Consumer Law, there is no time limit on refunds if the item arrives broken. But we encourage you to be honest and inform us as soon as possible.

Refunds are not applicable if 14 days go by and:

 ✔️You have received your order and have changed your mind

✔️The order or specific products were placed by mistake, and you let us know after 14 days 

✔️You found the product cheaper elsewhere

✔️Misused the product in any way that caused the damage or against our advice

✔️Decided you no longer had use for it

✔️Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 14-day period.

We can often grant refunds without the need for a return, meaning we issue a refund and let you keep the product. However, if we decide to return it, we still ask that the product remain in good physical condition. 

If you seek a refund for a change of mind within the first 7 days, we ask that the product remain in good physical condition.

Before you return your item (if we decide on this), we will require you to contact us via the contact page with your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking the “Contact” link in the header. Please note that contacting us via social media channels may not be the best place for a quick response, and that we prefer to be contacted via our website contact form. 

If we request that you return your item, a return address will be provided. If your refund request falls within our refund policy, you will have to pay for the return shipping. Your refund will be processed only when we receive your return parcel.

Once a refund has been processed, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

If you have any questions about your refund money arriving (after it’s been processed), please allow a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution—feel free to reach out to us so we can communicate with you during this time. 

SECTION 2 - Late or missing refunds (if applicable)

 If you haven’t received a refund, first recheck your bank account.

 Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us via the contact form. Please keep in mind that it usually takes up to 5 business days for funds to arrive; for some customers, it may take longer. Just keep in communication with us so we can all be aligned. Contacting us via the contact form is the best way to get in touch with us. 

SECTION 3 - Shipping

You will cover your return shipping costs if your product is faulty and you are asked to return it, if you change your mind during the 14 days and you want a refund & we ask you to return it, on your shipping cost. Anything outside the scope of the refund policy, listed above, under Australian Consumer Law, is at our discretion (anything past 14 days and not due to a broken product).  

ENDING NOTES & RECAP

If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :)  

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form. 

Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product etc), please contact us to resolve things. 

To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you mostly from local Australian warehouses or sometimes from China's warehouses if the products are out of stock.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.