Order Policy

Our commitment to customer satisfaction is unwavering. To support this, we've established a comprehensive order policy that addresses most concerns and scenarios you might encounter after making a purchase with us.

1. 24-Hour Free Cancellation And Modification

Because most of our shades and blinds are custom-made to your measurements, orders are quickly sent to production once they are placed.

To ensure everything is correct, we provide a 24-hour window for order cancellation or modification. During this time, please carefully review your order details, especially the measurements.

* If the order information is not confirmed or corrected within 24 hours, production may proceed based on the measurements provided. If the blinds later cannot be installed due to incorrect measurements, such cases will not be covered under our 30-Day Refund Policy or 90-Day Redo Policy.

Cancellation Within 24 Hours

You may cancel your order within 24 hours of placing it for a full refund.

Please contact us as soon as possible with your order number via email at service@hestiablinds.com. Once your request is confirmed, we will process the cancellation and issue the refund.

Order Modification Within 24 Hours

If you need to change measurements, colors, mounting type, or other product options, please contact us within 24 hours after placing the order.

We will do our best to update the order before it enters production.

After 24 Hours

After the 24-hour window, your order may already be in production. In this case:

  • Order cancellation may no longer be possible, or
  • Changes may incur additional costs depending on the production status

Our support team will review your request and provide the best possible solution.

How to Request Changes

Please email us at service@hestiablinds.com and include:

  • Your Order Number
  • The changes you would like to make
  • Any updated measurements or product details

We will respond to your request within 24 hours.

2. 30-Day Refund

At Hestia Blinds, every shade is custom-made for your windows. If your blinds are made in the wrong size due to our error, you're protected by our 30-Day Refund guarantee. Simply contact us within 30 days of delivery, and we'll issue a full refund or store credit—no need to return the product.

Refund Options

  1. 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. 
  2. 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 Not Covered

To ensure fairness, refunds will not be issued in the following situations:

  • 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.
  • Dissatisfaction due to color/fabric mismatch or personal design preference (we recommend requesting fabric swatches before ordering).
  • Customer-confirmed sizing or configuration errors (including confirmation via order email or lack of response within 24 hours, which is considered confirmation).
  • 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.

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: To help us review and resolve the issue as quickly as possible, we may ask for the following information:
    • 1. Photo of Window Opening Measurement (top inside width)

      Please measure the inside width at the top of your window frame, accurate to the nearest 1/8 inch.

      We request the top measurement because window frames are often not perfectly square, and the width at the top, middle, and bottom may vary.

    • 2. Photos of Shade Width Measurement

      Please measure the headrail width of the shade you received. Do not include any parts of the no-drill mounting brackets that extend beyond the headrail.

      To help us verify the measurements, please provide:

      • One photo showing the full measurement setup
      • One close-up photo clearly showing the measurement result
  • 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

Our team will carefully review the information provided and verify the details with our factory if necessary. We will get back to you with a resolution 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.

3. 90-Day Redo

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.
  • Style 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).
  • Dissatisfaction due to color/fabric mismatch or personal design preference (we recommend requesting fabric swatches before ordering).
  • 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

Our team will carefully review the information provided and verify the details with our factory if necessary. We will get back to you with a resolution within 48 hours.

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

  1. Keep the old product: No cost.
  2. Return the old product: Contact customer service for the warehouse address. (Customer covers return shipping; unpaid postage returns will be rejected.)

Important Notes

  1. Inspection at Delivery: Check outer packaging and verify the product tag code (bottom right of the product).
  2. 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.