Last updated: 9 January 2026
This Cancellation & Refund Policy explains your rights and our obligations regarding order cancellation, returns, refunds, and replacements.
1. Made-to-Measure Products
All products sold on this website are custom-made and manufactured to the customer’s individual specifications.
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to bespoke or made-to-measure goods.
Custom-made products are non-cancellable, non-returnable, and non-refundable once production has begun.
This includes products:
Made to customer-supplied measurements
Customised in size, colour, slat type, control mechanism, or configuration
Manufactured specifically for the customer
2. Order Cancellation
Before Production Begins
You may request cancellation before production has started.
If accepted, a full refund will be issued
Once production has commenced, cancellation is no longer possible
Production typically begins shortly after order confirmation.
After Production Begins
Once an order has entered production:
Cancellation is not permitted
Refunds are not available
Orders cannot be amended or changed
3. Cooling-Off Period (Distance Selling)
Under UK law, standard “cooling-off” cancellation rights do not apply to made-to-measure or bespoke products.
This exemption applies even if:
The order has not yet been delivered
The customer later changes their mind
4. Refunds – When Are They Accepted?
Refunds are accepted only in the following circumstances:
- Manufacturing Faults
If a product is faulty due to a manufacturing defect.
- Goods Damaged in Transit
If goods arrive damaged due to courier handling.
- Incorrect Item Supplied
If we have supplied an item that does not match the order confirmation.
5. Reporting an Issue
Any issue must be reported within 48 hours of delivery.
To raise a claim, please contact us with:
Your order number
Clear photographs of the product
Photos of the packaging and labels
Failure to report issues within this timeframe may affect your eligibility for a refund or replacement.
6. Resolution Options
Once a valid claim is accepted, we may offer one of the following at our discretion:
Repair
Replacement
Partial refund
Full refund
Refunds will be processed using the original payment method.
7. Incorrect Measurements
If a product has been manufactured exactly to the measurements provided, it is not considered faulty, even if it does not fit.
Measuring responsibility rests solely with the customer
No refunds or replacements are offered for incorrect measurements
We strongly recommend following our measuring guides before ordering.
8. Colour & Appearance
Colour samples are provided as a guide only
Screen colours may vary depending on device settings
Minor colour or texture variations are normal
Such variations are not considered faults and do not qualify for refunds.
9. Installation Issues
Unless explicitly stated:
Installation is the customer’s responsibility
We are not liable for damage caused during installation
Installation errors are not grounds for a refund
10. Refund Processing Time
Approved refunds are processed within 5–10 working days
Processing time may vary depending on your payment provider
11. Non-Refundable Costs
The following costs are non-refundable:
Delivery charges (unless goods are faulty)
Customisation or production costs
Installation or third-party service costs
12. Contact Us
For cancellation or refund enquiries, please contact:
Email: info@sunsetblinds.co.uk
Please include your order number in all correspondence.
13. Legal Compliance
This policy complies with:
Consumer Rights Act 2015
Consumer Contracts Regulations 2013
UK e-commerce regulations