Refund policy
Effective Date: July 10, 2026
At CurtainNest, we believe that creating a calm, comfortable home should feel simple and reassuring. Our collection of curtains, cellular blinds, window shades, magnetic screens, privacy panels, and related window solutions is selected to bring together practical function and the quiet beauty of Japandi-inspired living.
We want you to feel confident when shopping with us. This Return & Refund Policy explains when products may be returned, how to request a return, what conditions apply, and how refunds, replacements, and exchanges are processed.
This policy forms part of our Terms of Service and applies to purchases made through CurtainNest.store. It does not limit any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.
Ontario retailers are generally not required to accept ordinary returns or exchanges unless they have chosen to offer a return policy. CurtainNest voluntarily provides the return options described below. Certain statutory cancellation and refund rights may apply independently to qualifying online agreements.
1. Thirty-Day Return Period
CurtainNest accepts eligible return requests made within 30 calendar days after the order is marked as delivered by the shipping carrier.
To qualify, you must contact us before the 30-day period expires. Sending a product back without first requesting authorization does not guarantee that the return will be accepted.
Once your return request is approved, we will provide the applicable instructions, including the return destination and any available prepaid shipping documentation.
The return period begins on the delivery date recorded by the carrier. When an order is delivered in multiple shipments, the return period for each product begins on the date that particular product is delivered.
2. Return Eligibility
To be eligible for a standard return, the product must generally be:
Unused, unwashed and unaltered
In its original condition
Free from stains, odours, pet hair, smoke exposure and household damage
Returned with its original packaging, components, accessories, installation parts and instructions
Safely packaged to prevent damage during return transportation
Accompanied by valid proof of purchase
Proof of purchase may include your order number, order-confirmation email, shipping-confirmation email or another record that allows us to verify the transaction.
You may carefully inspect a product after delivery in the same way you would reasonably examine it in a physical retail store. However, installing, cutting, washing, trimming, drilling, adhering, modifying or extensively using a product may make it ineligible for a change-of-mind return.
3. How to Request a Return
To begin a return, contact our customer-support team:
Email: support@CurtainNest.store
Phone: (800) 668-6500
Please include:
Your full name
Your order number
The product you wish to return
The quantity being returned
The reason for the return
Clear photographs when the item is damaged, defective, incomplete or incorrect
Our support team will review your request and normally respond with the next steps. Additional information may be requested where necessary to evaluate the condition of the product or determine the appropriate resolution.
Please do not return a product until you receive return authorization and the correct return instructions.
Shopify allows merchants to establish return windows, item-eligibility rules and return-shipping arrangements, and to provide customers with return instructions after a request is reviewed.
4. Free Returns for Eligible Products
For eligible standard products returned within the 30-day return period, CurtainNest may provide a prepaid return label or another approved free-return method.
Free return shipping applies only when:
The request is submitted within the stated return period
The product meets the eligibility requirements in this policy
The customer follows the return instructions we provide
The shipment originates from a location supported by our return service
The product is returned through the designated carrier and destination
If prepaid return service is unavailable in your location, our support team will provide an alternative solution. Do not independently purchase return postage unless we have authorized you to do so in writing, as unauthorized shipping expenses may not be reimbursed.
Original expedited, priority or premium shipping charges are generally non-refundable unless the return results from our error or the product arrived damaged or defective.
5. Custom and Made-to-Measure Products
Some CurtainNest products may be produced, cut or configured according to measurements, colours, opening directions, mounting preferences or other specifications selected by the customer.
Because these products are prepared specifically for an individual order, custom-made and made-to-measure items are not eligible for ordinary change-of-mind returns.
Custom products remain eligible for assistance when:
The product was manufactured in a size that materially differs from the confirmed order specifications
The wrong colour, configuration or model was supplied
The product arrived damaged
The product contains a confirmed manufacturing defect
CurtainNest made an error in processing the approved specifications
A custom product generally will not qualify for a refund or replacement when the customer:
Provided incorrect measurements
Selected the wrong colour, size, style or configuration
Did not reserve the installation clearance stated in the measuring guide
Measured a different surface from the one specified in the instructions
Changed their design preference after production began
Installed, cut or modified the product incorrectly
Customers are responsible for reviewing all measurements and selections before submitting an order. Where a product page provides measurement instructions, those instructions should be followed carefully.
For products requiring space for adhesive strips, Velcro fasteners, tracks, frames or mounting components, customers should include the recommended allowance before ordering.
6. Adhesive, Cut-to-Fit and Installed Products
Self-adhesive curtains, magnetic screens, cut-to-fit fabrics and installation-based products must be inspected before installation.
Once adhesive backing has been removed, fabric has been cut, components have been drilled into a surface or the product has been installed, the item is generally not eligible for a change-of-mind return.
This restriction does not remove your right to contact us about a manufacturing defect or an incorrect item. If you believe an installed product is defective, stop using it where reasonably possible and contact us with photographs or video showing the issue.
Damage resulting from unsuitable surfaces, incorrect installation, excessive force, incorrect measurements, outdoor exposure contrary to instructions or failure to prepare the installation area is not considered a manufacturing defect.
7. Damaged Products
Please inspect your order as soon as possible after delivery.
If a product arrives damaged, contact us promptly and preferably within seven calendar days of delivery. Reporting the issue quickly helps us review carrier records and arrange an appropriate resolution.
Please provide:
Photographs of the damaged product
Photographs of the external shipping package
Photographs of the shipping label
A description of the damage
Your order number
Do not discard the product, packaging or shipping materials until we confirm that they are no longer required. In some cases, the carrier may need to inspect the package or request additional evidence.
After verification, we may offer a replacement, replacement component, repair solution, store credit or refund, depending on the nature of the issue and product availability.
8. Defective Products
A defective product is one that contains a material manufacturing fault that prevents it from performing substantially as described under normal and intended use.
Examples may include:
A zipper that does not function upon arrival
A magnetic closure that is missing or incorrectly assembled
A blind mechanism that cannot raise or lower properly
Incorrect stitching that compromises normal use
Missing essential installation components
A material defect present before installation
Normal variations in colour, texture, weave, grain, transparency, fold pattern or dimensions within reasonable manufacturing tolerances are not necessarily defects.
Product colours may also appear slightly different depending on lighting, room conditions, device settings and screen calibration.
We may request photographs, measurements, video or troubleshooting information before approving a remedy. This helps us determine whether a replacement part, installation correction, full replacement or refund is most appropriate.
9. Incorrect or Incomplete Orders
If you receive a product different from the one listed in your order confirmation, or if essential components are missing, contact us as soon as possible.
Please do not install, wash, cut or modify an incorrect product.
Once the issue is confirmed, CurtainNest will arrange an appropriate resolution at no additional product or standard-shipping cost to you. This may include sending the correct product, supplying missing parts or issuing a refund.
Minor packaging changes or non-material differences that do not affect the product’s intended appearance or function may not constitute an incorrect order.
10. Non-Returnable Items
Unless required by applicable law or the product is defective, damaged or supplied incorrectly, the following are generally non-returnable:
Custom-made or made-to-measure products
Products cut, trimmed or altered by the customer
Products that have been washed or dry-cleaned
Products with removed adhesive backing
Installed products showing installation marks
Items damaged through misuse, neglect or improper storage
Products exposed to smoke, strong fragrances, moisture, mould or pet contamination
Products missing essential components or original accessories
Gift cards
Final-sale or clearance products clearly marked non-returnable before purchase
Free gifts, promotional items and samples
Items returned after the stated return period
The non-returnable status of a product will not override legal rights that apply to defective, misrepresented or incorrectly supplied goods.
11. Exchanges
We may offer exchanges for eligible standard products, subject to availability.
Because colours, sizes and styles may have different prices, the simplest exchange process may involve returning the original product for a refund and placing a new order.
Where a direct exchange is available:
Any price difference may be charged or refunded
The replacement is subject to current inventory
Promotional pricing from the original order may not apply
The replacement may be shipped only after the original item is received or otherwise verified
Custom-made products cannot ordinarily be exchanged because of a measurement or preference error made by the customer.
12. Return Packaging and Responsibility
Customers must package returns carefully.
Where possible, use the original shipping box or protective bag. Fold fabric products neatly and protect blind mechanisms, magnets, rods, frames and installation hardware from pressure or impact.
CurtainNest is not responsible for damage caused by inadequate return packaging.
When we provide a prepaid label, you must use the designated carrier and retain the drop-off receipt or tracking confirmation until the return is completed.
Products remain the customer’s responsibility until received by the authorized return facility. We recommend obtaining and keeping evidence that the parcel was handed to the carrier.
13. Unauthorized Returns
Products sent without prior authorization may be delayed, refused or returned to the sender.
Our business address is not automatically the return destination for every order. Products may need to be returned to a specialized warehouse or processing facility.
Do not send products to the following address unless our support team specifically confirms it as the approved return destination:
CurtainNest
105 Hullmar Dr
North York, ON M3N 2E2
Canada
Costs resulting from an unauthorized return, incorrect address or unapproved carrier may be deducted from the refund where permitted by law.
14. Return Inspection
After a returned product arrives, it will be inspected to confirm:
The correct item was returned
The product meets the approved return conditions
All required components are included
The product has not been used, washed, altered or damaged
The reported issue is consistent with the available evidence
We will notify you if the return is approved or if further information is required.
If the returned product does not satisfy this policy, we may refuse the refund, issue a partial refund reflecting the loss in value or arrange to return the product to you where permitted by applicable law.
No deduction will be made for damage or loss caused by a verified manufacturing defect or our fulfilment error.
15. Refund Processing
Approved refunds will generally be issued to the original payment method used for the order.
The refund may include:
The purchase price of approved returned products
Applicable taxes associated with those products
Eligible standard shipping charges when required by law or when the return resulted from our error
The refund normally does not include:
Expedited or premium delivery upgrades
Unauthorized return-postage expenses
Installation expenses
Third-party measuring or labour costs
Import duties already paid to a government authority, unless recoverable by us
Loss caused by customer alteration or misuse
After CurtainNest issues a refund, your bank, credit-card provider or payment service may require additional processing time before the funds appear in your account.
Shopify supports merchants in issuing refunds to the original payment method and communicating return and refund information through the order-management process.
16. Partial Refunds
A partial refund may be considered when an otherwise approved return shows a reduction in value caused by:
Missing non-essential accessories
Damaged original packaging beyond what was necessary for inspection
Minor signs of handling exceeding reasonable inspection
Incomplete components
Customer-caused damage that does not completely eliminate resale value
We will explain any proposed deduction and the reason for it.
CurtainNest will not use arbitrary restocking deductions. Any reduction will be reasonably connected to the product’s actual condition and will be applied only where permitted by law.
17. Order Cancellations
Contact us immediately if you need to cancel or change an order.
We will try to assist, but cancellation is not guaranteed once an order has entered processing, customization, packaging or shipment.
Standard in-stock orders may be cancellable before fulfilment begins.
Custom or made-to-measure orders cannot normally be cancelled after production has started. If production has not begun, we may approve cancellation at our discretion.
If an order has already shipped, it must be handled through the return process after delivery unless the carrier is able to intercept it.
18. Refused and Unclaimed Deliveries
Customers are responsible for providing an accurate delivery address and monitoring available tracking information.
If a parcel is refused, unclaimed or returned because of an incorrect or incomplete address, CurtainNest may deduct reasonable carrier charges from the refund where permitted by law.
If the return occurred because we used an address different from the one correctly submitted by the customer, we will correct the issue without charging the customer.
A returned parcel does not automatically constitute an approved return. Eligibility will still be assessed under this policy.
19. Chargebacks and Payment Disputes
We encourage customers to contact us before filing a chargeback or payment dispute. Our team will make a reasonable effort to investigate delivery, product or refund concerns.
Submitting a chargeback does not expand the eligibility of a return and may delay a direct refund while the payment provider reviews the dispute.
Nothing in this section prevents a customer from exercising lawful rights through their bank, payment provider or consumer-protection authority.
20. Consumer Rights
This policy is intended to provide clear voluntary return terms while preserving mandatory consumer rights.
For qualifying Ontario online transactions, statutory rights may apply where required information was not properly disclosed, a copy of the agreement was not delivered or delivery did not occur within the legally permitted period. Ontario guidance also provides that online transactions exceeding $50 may be covered by the Consumer Protection Act.
Where applicable law gives you stronger cancellation, refund, warranty or remedy rights than this policy, the applicable law will prevail.
Nothing in this policy excludes liability or remedies that cannot legally be excluded.
21. Policy Updates
CurtainNest may revise this Return & Refund Policy to reflect changes in our products, fulfilment methods, customer-service practices, Shopify functionality or legal obligations.
The version that applies to your order will generally be the version published when the order was placed, except where a later change is required by law or is more favourable to you.
The effective date shown at the top indicates when this version was last updated.
Shopify permits merchants to publish and manage return-and-refund policies through the store’s policy settings, where the policy can also be made available to customers through checkout and storefront links.
22. Contact Us
For return requests, refund questions or concerns about your order, contact:
CurtainNest
105 Hullmar Dr
North York, ON M3N 2E2
Canada
Email: support@CurtainNest.store
Phone: (800) 668-6500
Please include your order number whenever possible so our team can assist you efficiently.
This policy is a general business template and should be reviewed by a qualified Canadian legal professional before publication, particularly for custom-made products and sales outside Ontario.