Refund policy

Last updated: 1st September 2026

Every product we supply is made with care, and most of what we sell is manufactured specifically to your order. Please read this policy before placing an order. It forms part of our Terms of Service, and in the event of any conflict the Terms of Service take precedence.

We're not in the business of hiding behind small print. If there is a problem with your order, we will work with you constructively to reach a fair outcome. But because so much of what we make cannot be resold, the rules below are necessarily firm on cancellation.

1. Made-to-Measure and Bespoke Goods

The following are bespoke goods, manufactured or cut to your specification:

  • all made-to-measure curtains, blinds and soft furnishings;
  • fabric supplied by the metre or cut to length;
  • track, pole and hardware cut to size;
  • any item made up, altered or finished to your instruction.

Bespoke goods cannot be cancelled, returned or refunded once production has commenced, except where they are faulty or do not conform to the Order Acknowledgement (Section 4). This reflects the exclusion of custom-made goods from the standard right to cancel under the Consumer Contracts Regulations 2013 and, for business customers, the terms of sale set out in our Terms of Service.

Production is deemed to have commenced when fabric has been ordered from or cut by the manufacturer, which is often within one working day of Order Acknowledgement.

2. Cancelling Before Production

If you need to cancel a bespoke order, contact us immediately at hello@createfr.co.uk.

  • If we can cancel without having incurred any cost, we will refund any sums paid in full.
  • If fabric or components have already been ordered, cut or dispatched by the manufacturer, we will deduct those costs from any refund. Cut fabric is generally non-returnable to the manufacturer, so this may amount to the full fabric cost.
  • Once production of the finished goods has commenced, the order cannot be cancelled and the full order value remains payable.

We will always tell you what the cancellation will cost before we process it.

3. Incorrect Measurements or Specifications

You are responsible for the measurements, dimensions, heading type, fullness, lining and fabric selection supplied at the time of order, unless a paid measuring or survey service has been arranged with us in writing.

Goods manufactured correctly to the specification in the Order Acknowledgement are not faulty, and cannot be returned or refunded because that specification turns out to be wrong for the window or room.

Please check all measurements against our Measuring Guide before ordering, and check the Order Acknowledgement when it arrives — we will act on it unless you tell us otherwise within one working day. If you are unsure about anything, contact us before you order.

4. Faulty, Damaged or Incorrect Goods

If your goods arrive damaged, faulty, or not in accordance with the Order Acknowledgement, please tell us in writing:

Issue

Notify us within

Transit damage or missing items

48 hours of delivery

Manufacturing fault or wrong specification

7 working days of delivery

Latent defect not reasonably visible on inspection

A reasonable time of discovery, and within 6 months of delivery

How to make a claim

  • Email hello@createfr.co.uk with your order number, a description of the problem, and clear photographs of the fault and of the delivery label or packaging.
  • Inspect goods before installation. Goods that have been installed, cut, altered or cleaned after a fault was, or should reasonably have been, discovered are treated as accepted.
  • If the packaging is visibly damaged on arrival, note this on the courier's delivery record.
  • Keep the goods and packaging until we have confirmed how the claim will be handled. We may ask to inspect the goods or to have them returned to us at our cost.

What we will do

Where a fault is confirmed, we will at our option:

  • repair the item;
  • remake or replace the item in the same fabric; or
  • refund the price paid for the affected item.

A remake carries the standard lead time for that fabric. Where the original fabric is discontinued or the same dye lot is unavailable, we will offer the closest available alternative or a refund for the affected item.

Claims notified outside the timeframes above may not be accepted.

5. What Is Not a Fault

Textiles vary. The following are inherent characteristics of contract fabrics and made-to-measure manufacture, are set out in full in Section 10 of our Terms of Service, and are not grounds for a return or refund:

  • colour or shade variation between production batches or dye lots, or against a sample or a previous order;
  • differences between the colour on your screen and the fabric supplied — please order a free sample before committing;
  • finished width or drop within the manufacturing tolerance of ±1 cm;
  • residual or atmospheric shrinkage of up to 3–5% after delivery or installation;
  • pattern placement relative to the hem or heading, or pattern matching across separate windows or orders, unless specifically agreed at the time of order;
  • slubs, weave irregularities and natural texture variation;
  • fading after delivery.

If you need an exact colour match across several items, tell us when you order so we can request a single batch where possible.

6. Standard, Non-Bespoke Items

Off-the-shelf items that are not cut, made or finished to your specification — for example, uncut track lengths, brackets, fittings and standard accessories — may be returned within 14 days of delivery, provided they are unused, in their original condition and in their original undamaged packaging.

  • Contact us before returning anything so we can issue a returns reference.
  • Return carriage is at your cost, and goods remain your responsibility until they reach us. We recommend a tracked service.
  • A restocking charge may be applied to returns of standard items that are not faulty.
  • Original delivery charges are not refunded unless the goods were faulty.

7. Samples

Fabric samples are supplied free of charge within the UK and are not returnable. Samples indicate colour, texture and weight only and may differ in dye lot from the fabric supplied against an order.

8. How Refunds Are Paid

  • Refunds for website orders are made to the original payment method within 14 days of our confirming the refund.
  • Refunds for orders paid by bank transfer are made to the account from which payment was received.
  • For credit account customers, refunds are issued as a credit note against the relevant invoice unless the invoice has already been paid in full, in which case payment will be made by bank transfer.
  • Where a fault affects only part of an order, the refund will relate to the affected items only.

9. Consumers

If you are buying as a consumer rather than for a business, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Bespoke goods remain exempt from the 14-day cancellation right, but your rights in respect of faulty goods are as set out in law and the timeframes in Section 4 do not restrict them.

10. Working With You

Our goal isn't to win arguments — it's to deliver projects that work.

If something doesn't look right, or expectations haven't aligned, contact us as soon as possible. We'll review the situation openly and aim for a practical, reasonable solution.

📧 hello@createfr.co.uk