Last Updated: 10 November 2026
1. Introduction
At Curtains and Blinds Kenya, we are committed to providing quality curtains, window blinds, curtain rods, window films, accessories, and professional installation services.
We want every customer to be satisfied with their purchase. This Refund and Returns Policy explains the conditions under which products may be returned, exchanged, repaired, or refunded.
This policy applies to purchases made through our website, telephone, WhatsApp, email, and other authorised sales channels.
By placing an order with us, you acknowledge this policy, subject to your rights under the applicable laws of Kenya, including the Consumer Protection Act, 2012.
2. Eligible Returns
Customers may request a return or exchange for eligible standard products where the product:
- Is unused and in its original condition.
- Has not been altered, modified, or damaged after delivery.
- Includes all supplied accessories and components.
- Is accompanied by proof of purchase, such as an invoice or receipt.
- Meets the applicable return conditions.
Return requests should be submitted within 7 days of receiving the product.
All return requests are subject to assessment and applicable consumer protection rights.
3. Non-Returnable Products
Certain products may not be eligible for returns due to their customised nature, manufacturing requirements, or hygiene considerations.
These may include:
- Custom-made curtains.
- Made-to-measure blackout curtains and sheers.
- Custom-sized window blinds.
- Specially manufactured curtain rails.
- Products altered to customer specifications.
- Products cut or modified to specific measurements.
- Products made using customer-selected fabrics, colours, or designs.
Custom-made products cannot ordinarily be returned simply because a customer changes their mind or no longer requires them.
However, this restriction does not apply where a product is defective, incorrectly manufactured, incorrectly supplied, or otherwise fails to meet applicable legal requirements.
4. Damaged, Defective or Incorrect Products
We take reasonable care when manufacturing, packaging, and delivering products.
If you receive a product that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.
Examples include:
- Damaged curtain rods or rails.
- Incorrect curtain or blind dimensions.
- Wrong colours or product specifications.
- Missing accessories or components.
- Manufacturing defects.
- Products damaged during delivery.
When reporting an issue, please provide:
- Your name and contact details.
- Order number or proof of purchase.
- Description of the problem.
- Photographs or videos showing the issue, where available.
We will assess the complaint and determine an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, refund, or another appropriate resolution.
Customers will not be required to surrender statutory rights simply because a product was custom-made.
5. Order Cancellations
Customers who wish to cancel an order should contact us as early as possible.
Standard Products
Orders for standard products may be cancelled before dispatch, subject to the order status and any applicable legal rights.
Custom-Made Products
Custom manufacturing involves selecting materials, cutting fabrics, preparing measurements, and producing products according to individual customer specifications.
Where manufacturing has not commenced, cancellation requests may be considered.
Once manufacturing has started, cancellation may be subject to costs already reasonably incurred.
Any applicable deductions or charges will be explained to the customer and must comply with applicable consumer protection laws.
Installation Bookings
Customers wishing to reschedule or cancel an installation appointment should notify us in advance.
Where special materials, transport, or additional services have already been arranged, any applicable charges will be communicated before being applied.
6. Refund Policy
Refunds may be considered in circumstances including:
- A confirmed product defect.
- Incorrect products supplied.
- Failure to deliver an order where a refund is legally or contractually due.
- An approved cancellation.
- Other circumstances requiring a refund under applicable Kenyan law.
Once a refund has been approved, we will communicate the amount and expected processing arrangements.
Refunds will generally be made using the original payment method where practical, or another mutually agreed payment method.
Where payment was made through M-PESA, bank transfer, or another payment provider, processing times may depend on the relevant provider.
We will make reasonable efforts to process approved refunds promptly.
7. Exchanges and Replacements
Customers may request an exchange or replacement where an eligible product is defective, incorrectly supplied, or otherwise qualifies under applicable consumer protection requirements.
An exchange may also be considered for standard products where:
- The requested replacement is available.
- The original product meets the applicable return conditions.
- The exchange request has been approved.
If the replacement product has a different price, any difference will be communicated before the exchange is completed.
Custom-made products are not eligible for exchanges simply because of a change in personal preference, unless an applicable legal right provides otherwise.
8. Returns for Curtains and Window Blinds
Customers purchasing curtains and window blinds should carefully review product specifications before confirming their orders.
For standard ready-made curtains and blinds, return requests will be assessed based on the condition of the product and the applicable return requirements.
For custom-made products, customers should confirm:
- Fabric type and colour.
- Curtain or blind design.
- Window measurements.
- Product dimensions.
- Mounting requirements.
- Operating mechanisms.
- Accessories and finishing details.
Once the customer approves the final specifications, manufacturing may proceed.
Where the finished product does not match the confirmed specifications due to an error on our part, we will assess the matter and provide an appropriate remedy.
9. Returns for Curtain Rods, Rails and Accessories
Our curtain rods, Juakali rods, brackets, flower finials, curtain holders, bendable curtain rails, and other accessories may be eligible for returns if they meet the standard product return requirements.
Products that have been cut, drilled, modified, installed, or otherwise altered may not qualify for a change-of-mind return.
This does not affect claims involving defective or incorrectly supplied products.
10. Window Films
Window films may be subject to special return conditions because they are often measured, cut, and prepared according to specific window dimensions.
Uncut standard window film products may be considered for return if they meet the applicable return requirements.
Custom-cut or installed window films will generally not qualify for change-of-mind returns.
If a window film is defective or incorrectly supplied or installed, please contact us for assessment and an appropriate resolution.
11. Installation and Service-Related Refunds
We provide professional measuring, custom manufacturing, installation, repairs, maintenance, and cleaning services.
If you experience an issue with a service provided by our team, please contact us with details of the concern.
We will assess the complaint and, where appropriate, arrange:
- Corrective work.
- Reinstallation.
- Additional servicing.
- Repair of affected items.
- A partial or full refund where justified.
Refunds for services already completed will be assessed based on the nature of the complaint, work performed, and applicable legal requirements.
12. Return Process
To initiate a return, exchange, or refund request, follow these steps:
Step 1: Contact Our Team
Get in touch with us through telephone, WhatsApp, or email.
Step 2: Provide Order Details
Share your order number, proof of purchase, product details, and a description of the issue.
Step 3: Product Assessment
Our team will review your request and may request photographs, additional information, or an inspection of the product.
Step 4: Return Instructions
If a return is approved, we will provide instructions on where and how to return the product.
Step 5: Resolution
Once the assessment is complete, we will communicate the agreed resolution, which may include a repair, replacement, exchange, or refund.
Please do not return products without first contacting our team.
13. Return and Delivery Costs
The responsibility for return transportation costs will depend on the reason for the return and the circumstances of the purchase.
Where a return is necessary because of an error, defect, or incorrect supply attributable to us, we will make appropriate arrangements in accordance with applicable law.
For approved change-of-mind returns, customers may be responsible for reasonable return transportation costs where legally permitted and communicated in advance.
14. Proof of Purchase
Customers should retain their invoices, receipts, order confirmations, and payment records.
These documents help us verify purchases and process return, exchange, warranty, and refund requests efficiently.
Where a customer cannot provide an original receipt, we may consider other reasonable evidence of purchase.
15. Consumer Rights
This Refund and Returns Policy does not remove, restrict, or replace any rights available to customers under the laws of Kenya.
Where applicable consumer protection laws provide a right to a refund, replacement, repair, cancellation, or other remedy, those rights will take precedence over any conflicting provision in this policy.
16. Policy Updates
Curtains and Blinds Kenya reserves the right to update this Refund and Returns Policy to reflect changes in our products, services, business operations, or applicable legislation.
Any updates will be published on this page with the revised date.
Customers are encouraged to review this policy before placing an order.
17. Contact Us
For refund requests, returns, exchanges, order cancellations, or complaints regarding products and services, please contact us using the details below.
Curtains and Blinds Kenya
Physical Address:
Stanbank Building, Along Moi Avenue, Opposite Moi Avenue Chicken Inn, 2nd Floor, Room 44, Nairobi, Kenya.
Telephone: +254 712 439 139
Email: sales@curtainsandblindskenya.co.ke
Website: https://curtainsandblindskenya.co.ke/
Business Hours: Please contact us to confirm our operating hours.
We appreciate your trust in Curtains and Blinds Kenya and remain committed to providing quality products, reliable services, and professional customer support.