Returns & Refunds Policy
If you experience an issue with your order, please contact our Customer Support Team at support@twopagescurtains.au so that we can investigate and provide the most appropriate solution.
We strongly recommend ordering fabric swatches before purchasing custom-made products, as colours and textures may appear differently on screens and under different lighting conditions.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Before You Buy
Please carefully review all:
- measurements;
- fabric and colour selections;
- curtain heading styles
- lining options
- recess-fit or face-fit selection
- control options; and
- product specifications.
Custom-made products are manufactured according to the measurements and selections confirmed at the time of ordering.
Once production has started, custom-made orders generally cannot be amended, cancelled, returned or exchanged for change of mind. Please refer to our Cancellation Policy for cancellation and amendment terms.
Custom-Made Products
Custom-made products cannot be returned, refunded or exchanged simply because:
- you changed your mind;
- you no longer want or need the product;
- you ordered the wrong item or quantity;
- incorrect measurements were supplied;
- the product does not fit but was made to the confirmed measurements;
- the wrong fabric, colour, lining, heading style, fit type or product option was selected;
- the colour, texture, weight or appearance does not meet a personal preference;
- the product is heavier or lighter than expected;
- the shading or light-control performance does not meet a subjective expectation, provided the product was accurately described; or
- the product was correctly manufactured to the specifications confirmed in your order.
These exclusions do not apply where the product is faulty, unsafe, damaged, incorrectly manufactured, materially different from its description or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Manufacturing Tolerances
As our window furnishings are cut, sewn and finished by hand, reasonable manufacturing tolerances may apply.
Curtains & Drapes
- Finished drop: approximately ±3 cm.
- Finished width may be approximately 3–10 cm wider than the ordered width where required for fullness, overlap and light control.
Blinds
- Recess-fit width: approximately ±0.5 cm.
- Recess-fit drop: up to approximately ±3 cm.
- Face-fit width: approximately ±1 cm.
- Face-fit drop: up to approximately ±3 cm.
A variation within a reasonable and disclosed tolerance is not, by itself, a manufacturing defect.
These tolerances do not apply where the product is materially different from the confirmed order, is not fit for its stated purpose or otherwise fails to meet a consumer guarantee.
Fabric, Colour and Product Variations
The following may be normal product characteristics rather than manufacturing defects:
- reasonable dye-lot variations;
- minor colour differences between a sample and the finished product;
- colour differences caused by screen settings, photography or room lighting;
- colour variation caused by adding different linings;
- natural variations in fabric texture, weave or finish;
- minor wrinkles caused by packaging or transit;
- slight pattern movement or off-grain appearance in striped, plaid or patterned fabrics; and
- natural variations in bamboo, timber, linen and other natural materials.
These examples do not apply where the variation is excessive, was not reasonably disclosed, materially differs from a sample or description, or otherwise causes the product to fail a consumer guarantee.
Light Control and Blockout Performance
The final light-control and blockout result may be affected by the selected fabric, lining, colour, recess-fit or face-fit installation, gaps around the window furnishing, window dimensions and room conditions.
“Blockout” generally describes the light-blocking properties of the fabric or lining. It does not necessarily mean that an installed room will be completely dark, as light may enter around the edges of the window furnishing.
We recommend ordering fabric and lining samples before purchasing.
A difference based solely on subjective preference is not normally considered a manufacturing defect where the product was accurately described. This does not apply where the product materially differs from its description or where a representation made by us was misleading.
When We Will Repair, Remake, Replace or Refund
Please contact us within 30 days of delivery if:
- we supplied the wrong item;
- we used the wrong fabric, colour, lining or component;
- the product was manufactured incorrectly;
- the product materially differs from the confirmed order;
- an item or component is missing;
- the product arrives damaged or broken;
- the product has a manufacturing defect;
- the product is unsafe;
- the product is not as described; or
- the product otherwise fails to meet a consumer guarantee.
To help us assess the issue, we may request:
- your order number;
- a description of the problem;
- clear photographs or video;
- photographs of the packaging and shipping label; and
- measurements or other relevant information.
Depending on the circumstances, we may repair, alter, remake or replace the product, provide a refund, or offer another remedy required by law.
Australian Consumer Law Remedies
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For a major failure, you may choose a refund or replacement.
For a failure that is not major, TWOPAGES Australia may choose to repair, alter, remake or replace the affected product within a reasonable time.
If we cannot remedy a non-major failure within a reasonable time, you may be entitled to a refund, replacement or reimbursement of reasonable repair costs in accordance with the Australian Consumer Law.
Ready-Made Products and Ready-to-Ship Items
Eligible ready-made products and ready-to-ship items may be returned for change of mind within 30 days after delivery, provided that they are:
- unused and uninstalled;
- unwashed and unaltered;
- returned with all components and accessories;
- returned with original tags attached;
- in their original packaging; and
- in resalable condition.
Items showing signs of use, installation, washing, alteration or damage after delivery may not qualify for a voluntary change-of-mind return.
The customer is responsible for return shipping costs for change-of-mind returns. Original delivery charges and express delivery charges are not refundable.
Fabric swatches, sample books, custom-made products, gift cards and products clearly marked “Final Sale” are not eligible for voluntary change-of-mind returns.
These exclusions do not apply where a product fails to meet a consumer guarantee.
Exchanges and Replacements
Where a product is damaged, faulty, incorrect or incorrectly manufactured, we may provide a repair, remake or replacement using the same specifications as the original order.
If the original material or component is no longer available, we will discuss a reasonably equivalent alternative with you.
Nothing in this section removes your right to choose a refund or replacement where the product has a major failure under the Australian Consumer Law.
Damaged Deliveries
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, please:
- retain the packaging;
- photograph the outer packaging and shipping label;
- photograph or record the damaged product; and
- contact us at support@twopagescurtains.au.
We recommend reporting visible transit damage within 7 days of delivery, as this helps us investigate with the delivery partner.
This reporting timeframe does not limit any rights you may have under the Australian Consumer Law.
If the product was damaged during delivery, we will provide an appropriate remedy and bear the reasonable cost of returning, collecting, repairing or replacing the affected product.
Missing or Lost Parcels
Orders containing different products may be dispatched separately and arrive at different times. Please check all tracking numbers before reporting an item as missing.
If your parcel has not arrived or tracking has stopped updating, contact us so that we can investigate with the delivery partner.
We may ask you to confirm:
- the delivery address;
- whether anyone at the address accepted the parcel;
- whether the parcel was left in a safe location;
- whether neighbours, reception or building management received it; and
- whether the carrier left a delivery notice.
We may allow the delivery partner a reasonable period to complete its investigation.
If the delivery partner confirms that the parcel is lost, or the order cannot be supplied within an agreed or reasonable time, we will provide an appropriate remedy, which may include a replacement or refund.
Tracking Shows Delivered
If tracking shows that a parcel was delivered but you cannot find it, please check:
- the delivery address;
- entrances, garages and safe locations;
- with household members;
- with neighbours;
- with reception or building management; and
- directly with the carrier where appropriate.
A delivery scan, signature, photograph or other proof of delivery will be considered as part of our investigation, but it does not automatically prevent a customer from making a claim.
If the investigation shows that the parcel was delivered incorrectly, lost or otherwise not properly delivered, we will provide an appropriate remedy.
Where delivery was correctly completed under an authority-to-leave instruction supplied or accepted by the customer, responsibility will be assessed based on the circumstances and to the extent permitted by law.
Refused, Unclaimed and Returned Parcels
Please do not refuse a delivery solely because you have changed your mind.
If a parcel is refused, unclaimed or returned to sender because of:
- an incorrect or incomplete address supplied by the customer;
- repeated unsuccessful delivery attempts;
- failure to collect the parcel;
- refusal of an undamaged parcel without approval; or
- restricted access to the delivery address,
the customer may be responsible for reasonable return, storage, redelivery and reshipping costs.
For custom-made products, refusing delivery or failing to collect a parcel does not create a right to a change-of-mind refund.
If a parcel is visibly damaged, you may refuse delivery where permitted by the carrier. Please photograph the damage where possible and contact us immediately.
No charge will apply where the failed delivery was caused by TWOPAGES or the carrier, or where the customer is exercising a right under the Australian Consumer Law.
Return Delivery Costs
Where a return is approved for change of mind or another reason unrelated to a product defect or our error, the customer is responsible for return delivery costs.
For a product that may be faulty, we may ask you to return an item that can be posted or easily returned.
If we confirm that the product has a problem, we will reimburse any reasonable return postage or freight costs. Please retain your shipping receipt.
For a faulty product that is large, heavy, installed or difficult to remove or return, we will arrange collection or otherwise bear the reasonable return cost where required by law.
If an assessment confirms that the product does not have a problem, we may charge a reasonable collection or inspection cost only where we provided an estimate of that cost before collection.
Return Process
Please do not return a product without prior approval.
Once a return is approved, we will provide:
- the return address;
- packaging instructions where applicable;
- the required return timeframe; and
- any other relevant information.
For voluntary change-of-mind returns, we recommend using a tracked and insured delivery service. The customer is responsible for loss or damage during return transit where the customer selected and arranged the return carrier.
This does not apply where TWOPAGES arranged or controlled the return delivery.
Refund Processing
Once a returned product has been received, we aim to inspect it within 3–5 business days.
Approved refunds will be issued to the original payment method unless otherwise agreed.
We aim to process an approved refund within 5 business days. Banks and payment providers may take an additional 3–10 business days to display the funds.
For a refund required under the Australian Consumer Law:
- no handling, packaging, restocking or usage fee will be deducted;
- reasonable return costs will be reimbursed where required; and
- delivery charges attributable to the affected product will be refunded where required by law.
For a voluntary change-of-mind return, original delivery charges and express delivery upgrades are not refundable.
Promotions and Price Adjustments
Previous purchases are not eligible for:
- retrospective price matching;
- application of a later discount code;
- a refund because the price was later reduced; or
- a refund based on a later promotion.
For a permitted partial return from a discounted bundle or multi-buy offer, the refund may be recalculated to reflect the discount applicable to the products retained.
This does not reduce any refund or other remedy required by law.
Proof of Purchase
We may request reasonable proof of purchase, such as:
- an order confirmation;
- a receipt;
- a payment record;
- the email address used for the order; or
- another record showing that the product was purchased from TWOPAGES Australia.
Chargebacks and Payment Disputes
We are committed to resolving issues fairly and promptly.
Before opening a chargeback or payment dispute, we encourage you to contact us at support@twopagescurtains.au so that we can investigate and try to resolve the matter.
If a chargeback or payment dispute has already been opened, please notify us. We will cooperate with the payment provider and provide relevant order, production, delivery and communication records.
While a chargeback is open, we may be unable to issue a separate refund for the same amount until the dispute is resolved, withdrawn or closed. This is intended to prevent duplicate reimbursement.
Nothing in this section limits your rights under the Australian Consumer Law or your right to contact your payment provider.
Contact Us
For return, refund, exchange, damaged delivery, missing parcel or payment dispute enquiries, contact:
TWOPAGES Australia
Email: support@twopagescurtains.au
