Return & Refund Policy

Return & Refund Policy

We are dedicated to providing exceptional craftsmanship and outstanding customer service. If you experience any issues with your order, we kindly ask that you contact us first for assistance instead of initiating a dispute immediately.

To ensure your satisfaction with our custom-made drapes, we recommend thoroughly reviewing details such as Hanging Header Style, Measurement Finder, and Liner options before ordering. For a better understanding of texture and color, we suggest requesting a sample booklet or swatches prior to placing an order. As most of our products are customized, returns for drapes, Roman shades, and blinds are generally not accepted.

Eligibility for Returns

Before initiating a return, please verify whether the item qualifies for return, as some products may be marked as Final Sale or No Return and may have specific restrictions. Below are the details:

Non-Returnable Items:

  • Fabric swatches and sample booklets are not returnable.
  • Custom drapes and shades made to your specifications cannot be returned if they align with your original order details.
  • The following reasons do not qualify for returns on ready-made or custom products:
    • Misinterpretation of product images.
    • Items fitting improperly but made to order specifications.
    • Heavyweight drapes.
    • Unwanted color or design.
    • Change of mind.
    • Ordered the wrong size or item.
    • Slight size deviations within industry standards (+/- 1 inch tolerance).
    • Delayed delivery.
    • Incorrect measurements provided by the customer.
    • Natural color variations due to dye lots or liner combinations.
    • Different shading levels based on personal perception.

Returnable Items:
We accept returns or exchanges under the following conditions:

  • Items sent incorrectly (e.g., wrong product, liner type, or not as described).
  • Hardware and ready-made items can be returned within 30 days if:
    • The item is faulty, damaged, or incorrect upon delivery.
    • It is unused, unaltered, and still has its tags.

For issues with your order, please contact us with your order details, photos illustrating the problem, and your order number. If the issue qualifies, we will repair or replace the product promptly and cover return shipping costs.

Refunds

Refunds will be processed as follows:

  • Approved returns are subject to a refund of 80% of the order amount, deducting handling, packing, and shipping fees (20% of the total).
  • Products must be returned in their original condition, with tags and packaging intact. Once the item is received and inspected, a refund or replacement will be processed within 3-10 business days.

Exceptions:

  • Refunds will not be provided for lost packages; however, a replacement will be sent.
  • Items signed for with proof of receipt are not eligible for a refund or reshipment.

Exchanges

Damaged or defective items may be exchanged for the same product with identical details (e.g., size, color, liner type). To request an exchange, email us within 3 days of receipt with photos of the item and its packaging.

Alterations

Alterations are not accepted after delivery. Please ensure accurate measurements before placing your order.

Color and Shading

Due to variations in monitors, lighting, and fabric dye lots, minor color differences may occur and are not grounds for return. For precise expectations, we recommend ordering sample booklets or swatches.

Return Shipping

Return shipping costs are generally the customer’s responsibility unless the product is incorrect or defective. Once approved, we will provide the return address via email.

Contact Information

If you need assistance, contact us at service@lustrowin.com with the necessary details to resolve your issue efficiently.

Note: Starting a dispute or chargeback process may significantly delay resolution. Direct communication with us ensures a faster and smoother outcome.