Effective date: 1 January 2026
Every curtain we produce at The Curtains Department is manufactured to order based on the individual measurements, fabric choices and heading styles selected by the customer. Because of the bespoke nature of our products, we are unable to accept returns or offer refunds for change-of-mind purchases. This includes situations where a customer has selected a colour, fabric or size that they later decide is not suitable. We strongly encourage all customers to make use of our free design consultation and to double-check every specification before confirming an order, as once production begins the order cannot be reversed.
We stand behind the quality of our workmanship and materials. If your curtains arrive with a manufacturing defect, incorrect fabric, wrong dimensions or visible damage that occurred during production or transit, you are entitled to a resolution under the Australian Consumer Law. Defects must be reported to our team within fourteen days of receiving your order. We may ask you to provide clear photographs of the issue along with your order number so we can assess the matter promptly. Depending on the nature and severity of the defect, we will offer a repair, a replacement or a full refund at no additional cost to you.
To begin a return or raise a concern about a defective product, please contact us by email at hello@kiaochine.com or by phone on 1300 612 650. Include your order number, a description of the problem and any supporting photographs. Our team will review your request and respond within two business days with clear instructions on the next steps. Please do not send any items back to us without first receiving confirmation and a return authorisation from our team, as unauthorised returns may not be processed.
Where a refund is approved, we will process it to the original payment method used at checkout. Refunds typically appear in your account within five to ten business days after we have completed our assessment, though the exact timing depends on your financial institution. If a replacement is more appropriate than a refund, we will manufacture and dispatch the corrected product as quickly as possible at our expense.
All claims relating to defective or damaged goods must be submitted within fourteen days of delivery. Claims received after this period may still be considered on a case-by-case basis, but we cannot guarantee a resolution beyond the fourteen-day window. We aim to resolve every claim within ten business days of receiving the required information from you.
If you have any questions about this policy or need assistance with an order, reach out to us at hello@kiaochine.com or call 1300 612 650. We are here to help and will do our best to find a fair outcome for every situation.