Refunds & Returns Policy

The Window Boutique (Pty) Ltd Last updated: June 2026

At The Window Boutique, every order is handled with care — from your first consultation to final installation. This policy explains your rights and our process for returns, refunds, repairs and cancellations. It is designed to comply with South Africa's Consumer Protection Act 68 of 2008 (CPA), while reflecting the realities of custom, made-to-measure products.

If you ever have a concern about your order, please contact us first — we want to put things right.

• Phone: 032 815 2973
• Email: hello@window.co.za
• Address: Corner Main Road and Ocean Drive, Unit 5, Shaka's Rock, Ballito, 4420

1. Custom & Made-to-Measure Products

The majority of our products — including custom blinds, curtains, shutters, awnings and outdoor blinds — are manufactured to your exact specifications and measurements. Because these items are made specifically for you and your windows, they cannot be resold.

For this reason, custom and made-to-measure items cannot be returned or refunded simply because you have changed your mind, unless the product is faulty, defective, or differs materially from what was agreed. This is permitted under the Consumer Protection Act, which allows suppliers of specially-made goods to limit change-of-mind returns.

We strongly recommend confirming all measurements, colours, fabrics and finishes carefully before approving your order. Where measurements are taken by our team, we take responsibility for their accuracy.

2. Faulty, Defective or Incorrect Items

Your rights are fully protected if something is wrong with your order. Under the CPA, you are entitled to a repair, replacement or refund if, within 6 months of delivery, an item is:

• Defective or of poor quality;
• Not fit for its intended purpose;
• Materially different from what you ordered or what was agreed; or
• Incorrectly manufactured against the approved specifications.

In these cases, we will — at no cost to you — repair, replace, or refund the item. The choice of remedy will be discussed with you, in line with the CPA.

To report a fault, contact us within a reasonable time of noticing the issue and provide:

1. Your name and order number;
2. A description of the problem; and
3. Clear photographs of the fault, where possible.

We may need to inspect the item (in person or via photos) before confirming the remedy.

3. Ready-Made & Stock Items

Some products — such as ready-made curtains, accessories, or selected stock items — are not custom-made. For these items, you may return them within 14 days of delivery for a refund or exchange, provided they are:

• Unused, unwashed and undamaged;
• In their original condition and packaging; and
• Accompanied by proof of purchase.

The cost of returning non-faulty ready-made items is for the customer's account. Refunds on returned stock items are processed once the item has been received and inspected.

4. Cancellations

• Before manufacturing begins: You may cancel your order and receive a full refund of any amount paid.
• After manufacturing has begun: Because materials will have been cut and work started to your specification, cancellation may be subject to a charge reflecting the costs already incurred. We will always be transparent about any such charge before proceeding.
• Consultations and quotes: Booking a consultation or requesting a quote is free and carries no obligation.

5. Installation

Where we install your products, please inspect the work at the time of installation and raise any concerns with our team on site. If an installation issue arises later, contact us and we will arrange to assess and correct it.

6. How Refunds Are Processed

• Approved refunds are paid to the original payment method or via EFT, as agreed.
• Refunds are processed within a reasonable period (typically within 14 business days) after the return or remedy has been confirmed.
• You will be notified once your refund has been processed.

7. Your Statutory Rights

Nothing in this policy limits or replaces your rights under the Consumer Protection Act 68 of 2008 or any other applicable South African law. This policy is intended to work alongside those rights, not to override them.

8. Contact Us

Questions about a return, refund or your order? We're here to help.

The Window Boutique (Pty) Ltd 📞 032 815 2973

✉️ hello@window.co.za

📍 Corner Main Road and Ocean Drive, Unit 5, Shaka's Rock, Ballito, 4420

🌐 window.co.za