Return Policy

Last Updated: November 26, 2024

1. Custom-Made Products

All products manufactured by Oneuestudioer are custom-made to your exact specifications. Due to the personalized nature of our products, standard return policies do not apply. Custom-manufactured window treatments cannot be returned or exchanged unless they are defective, damaged during shipping, or do not meet the agreed specifications.

We take great care to ensure accuracy in manufacturing and will work with you to resolve any issues with custom products that do not meet our quality standards or your agreed specifications.

2. Defective Products

If you receive a product that is defective or does not conform to the specifications agreed upon in your order, please contact us immediately at info@oneuestudioer.cv within 7 days of delivery or installation.

We will inspect the product and, if confirmed defective or non-conforming, we will:

  • Replace the defective product at no additional cost
  • Repair the product if repair is feasible
  • Provide a full refund if replacement or repair is not possible

All defective product claims must be accompanied by photographs clearly showing the defect or non-conformity. We reserve the right to inspect the product in person before authorizing a return or replacement.

3. Damage During Shipping

If your product arrives damaged due to shipping, please:

  1. Inspect the package and product immediately upon delivery
  2. Document any visible damage with photographs
  3. Contact us within 48 hours of delivery
  4. Retain all original packaging materials

We will arrange for return shipping and replacement of damaged items at no cost to you. Do not install or use damaged products, as this may void your warranty.

4. Measurement Errors

Customer-Provided Measurements: If you provided your own measurements and the product does not fit due to measurement errors on your part, we are not obligated to accept a return. However, we may offer a remake at a reduced cost, typically 50% of the original price, depending on the circumstances.

Professional Measurements: If we provided professional measurement services and the product does not fit due to our measurement error, we will remake the product at no additional cost to you.

All measurement disputes must be reported within 7 days of delivery or installation, with photographic evidence of the fit issue.

5. Change of Mind

Due to the custom nature of our products, we cannot accept returns or exchanges based on change of mind, color preference, or style preference after manufacturing has commenced.

If you wish to cancel an order, you must do so within 48 hours of order confirmation and before manufacturing begins. Once manufacturing has started, cancellation may not be possible, or may incur fees to cover materials and labor costs already incurred.

6. Return Process

If a return is authorized under this policy, you must:

  1. Contact us to obtain a Return Authorization (RA) number
  2. Package the product securely in its original packaging (if available)
  3. Include the RA number and original order information
  4. Ship the product to the address we provide

Returns without a valid RA number will not be accepted. We recommend using a trackable shipping method and retaining proof of shipment until the return is processed.

7. Return Shipping Costs

Defective or Non-Conforming Products: We will cover all return shipping costs for products that are defective or do not meet agreed specifications.

Customer Error: If a return is necessary due to customer error (such as incorrect measurements provided by the customer), return shipping costs are the responsibility of the customer.

Change of Mind: Returns for change of mind are not accepted for custom products.

8. Refund Processing

If a refund is authorized, it will be processed to the original payment method within 10-15 business days of receiving the returned product and confirming the return reason.

Refunds may take additional time to appear in your account depending on your financial institution. We are not responsible for delays in refund processing by payment processors or banks.

Installation fees, if paid separately, are non-refundable once installation has been completed, unless the installation itself was defective or improperly performed.

9. Product Condition for Returns

Products must be returned in their original condition, unused, and with all original packaging and accessories. Products that have been installed, modified, or damaged by the customer may not be eligible for return or may be subject to restocking fees.

We reserve the right to refuse returns of products that show signs of use, installation, modification, or damage beyond normal handling.

10. Warranty Claims

Warranty claims are separate from returns and are governed by our product warranties. If a product fails within the warranty period due to manufacturing defects, we will repair or replace it in accordance with the warranty terms, which may differ from this return policy.

Warranty claims do not require a return authorization and should be initiated by contacting us directly with details of the warranty issue.

11. Sample Products

Fabric samples and sample kits may be returned within 30 days of receipt for a full refund, provided they are in unused condition. Sample return shipping costs are the responsibility of the customer unless the samples were defective or incorrect.

Some sample products may be provided free of charge and are not eligible for return or refund.

12. Installation Services

Installation services are generally non-refundable once performed. However, if installation was performed incorrectly or defectively, we will correct the installation at no additional cost.

If you cancel installation services before they are performed, you may be entitled to a refund of the installation fee, subject to any cancellation fees specified in your service agreement.

13. Special Orders and Discontinued Products

Special order products, discontinued items, or products manufactured with non-standard specifications may have different return policies, which will be communicated at the time of order.

Some products may be marked as "final sale" or "non-returnable" at the time of purchase, and these designations override the general return policy.

14. International Orders

Returns for international orders may be subject to additional restrictions, customs duties, and shipping costs. Customers are responsible for any import/export fees, duties, or taxes associated with returns.

International returns must comply with the customs regulations of both the origin and destination countries. We recommend contacting us before initiating an international return to understand the process and costs involved.

15. Dispute Resolution

If you are not satisfied with the resolution of a return request, please contact us to escalate the matter. We are committed to resolving disputes fairly and in accordance with applicable consumer protection laws.

For disputes that cannot be resolved directly, you may have rights under applicable consumer protection legislation in your jurisdiction.

16. Contact Information

For questions about returns, to initiate a return, or to request a Return Authorization, please contact us:

Email: info@oneuestudioer.cv

Please include your order number, product description, reason for return, and photographs (if applicable) in your communication. We aim to respond to all return inquiries within 24-48 hours during business days.

17. Refund Methods

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed. Processing times vary by payment method:

  • Credit/Debit Cards: 5-10 business days after processing
  • Bank Transfer: 3-5 business days after processing
  • PayPal: 3-5 business days after processing
  • Store Credit: Immediate upon approval

If the original payment method is no longer available, we will contact you to arrange an alternative refund method. We are not responsible for delays caused by your financial institution.

18. Partial Returns

If you ordered multiple items and wish to return only some of them, partial returns are accepted subject to the same conditions as full returns. Refunds will be calculated based on the returned items only.

Shipping costs for partial returns will be prorated. If you received free shipping on your original order, return shipping costs may apply to partial returns depending on the value of returned items.

19. Gift Returns

Items purchased as gifts may be returned within the standard return period. Gift returns require the original gift receipt or order confirmation.

Refunds for gift returns will be issued as store credit unless the original purchaser requests a refund to their original payment method. Gift recipients cannot receive cash refunds for items they did not purchase.

20. Final Sale Items

Certain items may be marked as "Final Sale" or "Non-Returnable" at the time of purchase. These designations are clearly indicated on product pages and order confirmations.

Final sale items cannot be returned or exchanged unless defective. All sales of final sale items are final, and no refunds or exchanges will be provided for change of mind or sizing issues.

21. Policy Updates

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated to customers with active orders or recent purchases.

Your use of our services after policy updates constitutes acceptance of the revised policy, except where prohibited by law. The policy in effect at the time of your purchase will govern your return rights for that purchase.

We recommend reviewing this policy periodically to stay informed about your return rights and our procedures.