Exchange & Refund Policy
1. 30-Day Satisfaction Guarantee
Customization Should Never be a Compromise
At Hestia Blinds, we believe true customization means ensuring your blinds perfectly match your needs—from size to experience. If you're not completely satisfied, we offer a full refund or store credit within 30 days of delivery.
No-Return Refund: Keep the product, no need to send it back.
Refund Options:
- Full Cash Refund: Receive 100% of the amount you paid, refunded to your original payment method within 3 business days. No return required—you may keep the product.
- 120% Store Credit: Get 1.2 times your order value as store credit, applied instantly to your account upon approval. This credit never expires and can be used across multiple orders.
What’s Covered?
Dissatisfaction due to color/fabric mismatch, sizing discrepancies (unrelated to customer measurement errors), design style conflicts, or change of mind.
To ensure fairness, refunds are not available if:
- Requests submitted after 30 days (see "Deadline Details" below).
- The product has been installed or modified (installation is determined by visible signs like drilling or cutting).
- Core components such as motors or rails have been intentionally damaged.
- Claims arising from customer-submitted incorrect measurements or configurations (covered under the 90-Day Redo Guarantee).
Deadline Details:
- The 30-day period starts on the delivery date confirmed by the carrier (timestamped tracking update or customer signature).
- Requests must be made by 11:59 PM PST on the 30th calendar day. If the deadline falls on a weekend or federal holiday, it extends to the next business day.
Simple Refund Request Process
Step 1: Submit Your Request
Email us at service@hestiablinds.com with the following details:
- Email Subject: [Refund Request] Order #XXXX + Refund Option (Cash/Credit)
- Body Content:
- Feedback: Your feedback (such as the reason for requesting a refund or any suggestions) is appreciated but not required.
- Cash Option: Provide your original payment account information.
- Credit Option: Provide the email address associated with your order. (The store credit will be automatically issued after our review.)
Step 2: Review
- No evidence required: No need to upload photos or provide a reason, but submitting them will speed up the process.
- Instant response: You will receive a confirmation email within 48 hours.
Step 3: Complete Your Refund
- Cash Refund: Notification via PayPal or Credit Card.
- Credit Refund: Log into your account on our website to view the credit.
Why Choose Store Credit?
- Extra Value: A $100 order results in a $120 credit, giving you more for future purchases.
- Warranty Retention: Your original product warranty remains intact.
- Priority Processing: Orders using store credit are expedited.
2. 90-Day Precision Redo Guarantee
Precision Defines Customization
Hestia Blinds ensures every order meets your exact specifications. If we made an error in size, configuration, or fulfillment, we’ll correct it at no cost within 90 days. Each custom order undergoes a double-check process: you confirm the dimensions before production, and we strictly adhere to those specifications.
What’s Covered?
Size Errors: If the product differs by more than 3/8 inch (1 cm) from your confirmed order. (Proof: timestamped photos with a measuring tool.)
Configuration Errors: Wrong control method (cordless vs. motorized), charging position (left/right), or light-blocking feature.
Shipping Errors: Received product does not match the ordered model/style. (Proof: photo of the product tag and order confirmation.)
What’s Not Covered?
- Requests made after 90 days.
- Disputes over incorrect products raised after 30 days of receipt (we recommend inspecting products upon delivery).
- Customer-confirmed sizing or configuration errors (including confirmation via order email or lack of response within 24 hours, which is considered confirmation).
- Aesthetic dissatisfaction (e.g., "the fabric looks different in sunlight")—covered under the 30-Day Refund Policy.
- Installation or environmental factors, including wall deformation or incorrect installation.
- Orders shipped to an incorrect address due to customer-provided shipping details.
How to Request a Redo:
Step 1: Submit Your Request
- Email service@hestiablinds.com with subject [Redo Request] Order #XXXX within 90 days of delivery.
- Attach:
- Clear photos of the issue (including a measurement tool displaying the value).
- A screenshot of the order confirmation email (if no feedback is provided within 24 hours, the sizes are deemed confirmed).
- A screenshot of the delivery receipt.
Step 2: Review
- We’ll review within 48 hours and let you know if we’re at fault. Color discrepancies caused by lighting are not covered under this policy (we recommend requesting fabric swatches before ordering).
Step 3: Complete Your Redo Request
- If approved, we’ll send a free replacement product with free shipping. Production will take 7-10 business days.
Old Product Return Policy
- Keep the old product: No cost.
- Return the old product: Contact customer service for the warehouse address. (Customer covers return shipping; unpaid postage returns will be rejected.)
Important Notes
- Inspection at Delivery: Check outer packaging and verify the product tag code (bottom right of the product).
- Redo Limit: Only one free redo per order.
3. General Terms & Conditions
Jurisdiction: This refund policy shall be governed by the laws of Arizona, with exclusive jurisdiction in La Paz County.
Statutory Rights: This policy does not limit rights under the applicable consumer laws.
Fraud Prevention: Hestia Blinds reserves the right to deny claims suspected of abuse, including repeated refund requests for the same product.
Force Majeure: Delays due to pandemics, natural disasters, or supply chain disruptions are not grounds for compensation.
Data Handling: Personal data collected during claims is processed per our Privacy Policy, compliant with GDPR/CCPA.