Return Policy

Last updated:

Introduction

At Zibralonez, we are committed to ensuring your satisfaction with our products and services. This Return Policy outlines the terms and conditions under which you may return or exchange products purchased from us. Please read this policy carefully before placing your order.

As a manufacturer of custom-made blinds and curtains, we understand that our products are made specifically to your requirements. We take great care to ensure accuracy and quality at every stage of production. However, we also recognise that sometimes issues may arise, and we are here to help resolve them.

Custom-Made Products

Due to the bespoke nature of our products, most items are made to order according to your specific measurements, fabric choices, and design preferences. Please note the following regarding custom-made products:

Custom-made products cannot be returned or exchanged unless they are faulty or do not meet the agreed specifications
Orders cannot be cancelled once production has commenced
We strongly recommend verifying all measurements before confirming your order
Colour samples should be viewed in the intended environment as colours may appear different under various lighting conditions
Minor variations in natural materials (such as wood grain patterns) are normal and not considered defects

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or does not match the agreed specifications, please contact us within 7 days of delivery. We will work with you to resolve the issue promptly and fairly.

Reporting a Fault or Damage

To report a faulty or damaged product, please:

Contact us within 7 days of receiving the product
Provide your order number and a detailed description of the issue
Include clear photographs showing the fault or damage
Do not attempt to repair or modify the product
Keep all original packaging until the issue is resolved

Our Response

Upon receiving your report, we will:

Acknowledge your enquiry within 2 business days
Review the information and photographs provided
May arrange for an inspection of the product if necessary
Provide a resolution within 10 business days

Resolution Options

Depending on the nature of the issue, we may offer one or more of the following resolutions:

Repair of the faulty product
Replacement of the product or affected components
Partial refund based on the extent of the fault
Full refund in cases where repair or replacement is not feasible

Manufacturing Errors

If a product does not match the specifications agreed upon at the time of order due to a manufacturing error on our part, we will:

Remake the product to the correct specifications at no additional cost
Arrange for collection of the incorrect product
Prioritise the remake order to minimise delays
Cover all associated delivery costs

Customer-Supplied Measurements

When customers provide their own measurements (rather than using our professional measuring service), please note:

Products made to customer-supplied measurements cannot be returned or remade if the measurements prove to be incorrect
We strongly recommend using our free measuring service to ensure accuracy
If you choose to provide your own measurements, please double-check all dimensions before submitting your order
Our team will review the measurements for obvious errors but cannot guarantee the accuracy of customer-supplied measurements

Installation Issues

If you have used our professional installation service and experience issues with the installation, please contact us immediately. We will arrange for a technician to inspect and rectify any installation problems at no additional cost.

For customers who have self-installed their products:

We cannot accept returns or claims based on installation difficulties
Damage caused during self-installation is not covered by this policy
We recommend following the installation instructions provided carefully
Our customer service team is available to provide guidance via phone or email

Warranty Coverage

All Zibralonez products come with a warranty against manufacturing defects:

Wooden Venetian Blinds: 3-year warranty
Voile Curtains: 2-year warranty
Hardware and mechanisms: 3-year warranty
Fabrics: 2-year warranty against excessive fading and deterioration under normal use

Warranty Exclusions

The warranty does not cover:

Normal wear and tear
Damage caused by misuse, abuse, or neglect
Damage caused by improper cleaning or maintenance
Damage caused by exposure to extreme conditions
Alterations or modifications made after delivery
Products that have been improperly installed
Damage caused by third parties

Refund Process

When a refund is approved, please note the following:

Refunds will be processed within 10 business days of approval
Refunds will be made to the original payment method used for the purchase
Bank processing times may vary and are outside our control
Delivery costs may be refunded in cases where the return is due to our error

Cancellation Policy

You may cancel your order under the following conditions:

Orders may be cancelled within 24 hours of placement for a full refund
After 24 hours, orders may only be cancelled if production has not yet commenced
A cancellation fee of 20% may apply to orders cancelled after 24 hours but before production
Orders cannot be cancelled once production has begun

Exchange Policy

Due to the custom nature of our products, we generally do not offer exchanges. If you wish to change your order after it has been placed, please contact us as soon as possible. Depending on the production status, we may be able to accommodate changes, potentially with additional costs or adjusted delivery times.

Consumer Guarantees Act

This Return Policy operates in addition to and does not affect your rights under the New Zealand Consumer Guarantees Act 1993. Under the Consumer Guarantees Act, you have certain rights regarding faulty goods, including the right to a repair, replacement, or refund, depending on the nature and severity of the fault.

Contact Us

If you have any questions about our Return Policy or need to report an issue with your order, please contact us:

Zibralonez
18 Bancroft Crescent, Glendene, Auckland 0602, New Zealand
Phone: +64 9 813 5218
Email: inquiry@zibralonez.world

Our customer service team is available Monday to Friday, 8:00 AM to 5:00 PM, and Saturday, 9:00 AM to 1:00 PM.