Refunds and returns policy
How refunds, returns and changes work for our made-to-measure products.
Questions? Email hello@window.co.za or call 032 815 2973.
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: Shop 5, 13 Main Rd, 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:
- Your name and order number;
- A description of the problem; and
- 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
📍 Shop 5, 13 Main Rd, Shaka’s Rock, Ballito, 4420
Questions, answered
Can I return custom-made blinds, curtains, or shutters?
No. Every blind, curtain and shutter is made to measure for your windows, so we can’t take it back or refund it once production has started. We measure on site before we quote, and you confirm the fabric, colour and size before we place the order. If something is faulty, it’s covered under warranty.
What if something is damaged or faulty?
Tell us within 48 hours of installation. Send photos and your quote or invoice number to admin@window.co.za. We’ll inspect it and repair or replace it at no cost to you. Our installation work carries a 12-month workmanship warranty, and product warranties depend on the manufacturer.
How long do refunds take to process?
Refunds only apply to unused, in-stock accessories returned within 7 days. Once we’ve approved the return, we refund you the same way you paid. The refund usually reaches you within 5 to 10 business days, depending on your bank.
Can I exchange my product for a different size or colour?
Not on made-to-measure orders. Size and colour are fixed once production starts, which is why we confirm them with you before we order. In-stock accessories can be returned or exchanged within 7 days if they’re unused and in their original packaging. Bring them to our showroom in Shaka’s Rock, or courier them to us at your own cost.
What if I installed the product and then changed my mind?
Once it’s made and installed, we can’t take it back for a change of mind. That’s why we bring samples to the measure and talk through light, privacy and fabric with you before you order.
Do you accept returns on sale or promotional items?
Sale and clearance stock can’t be returned or exchanged for a change of mind. If a sale item is faulty, the same rule applies as for any other product: tell us within 48 hours and we’ll repair or replace it at no cost to you.
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