Refund policy
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Contact our customer service team via [Live Chat] or [Email] — we’ll respond within 24 hours.
At Graywind we design and build custom smart window treatments to fit your home — and we stand behind every order. If anything isn’t right, contact us within 30 calendar days after delivery and we’ll make it right: remake, replace, exchange, or refund where appropriate.
If You Ordered the Wrong Size or Style
We know measuring windows can be tricky. Our Worry-Free Fit protection covers small measuring errors so you can buy with confidence.
If your product doesn’t fit due to a small measuring error, our Worry-Free Fit program provides free remake or replacement within 30 days of delivery — no return needed.
For full details, please visit our dedicated Worry-Free Fit page.
If you selected the wrong fabric or color, we can remake it with your preferred option for a reasonable remake fee. A reasonable remake fee will be charged to cover production costs. (Offer valid within 30 days after order date, and you do not need to return the previous item.)
If Graywind Made an Error
If the product you receive differs from your order due to our mistake — wrong size, fabric, or configuration — we will remake and resend the correct product at no extra charge. Please contact us within 30 calendar days after delivery and provide relevant photos and order information.
Damaged on Arrival
All products are tested and securely packaged before shipment. If your parcel arrives damaged during transit and renders the product unusable, non-functional, or materially different from its intended condition. Contact us with photos and details promptly.
For full details, please refer to our Safe & Sound Shipping (SSS).
Return & Refund Policy
Since every Graywind product is custom-made, returns and refunds are accepted only when:
- The product has a quality issue, or
- The style, size, or color differs from your order due to our error.
Please contact us within 30 calendar days after delivery.
Color Variation & Material Notice
Colors may vary slightly between production lots and may not exactly match samples or previous orders. Due to lighting and screen differences, product images may also differ from the actual item.
We recommend ordering fabric samples in advance to confirm color and material.
If you are not satisfied due to color differences, we do offer replacement options. Please contact our customer service team for assistance.
Return Process
- Contact us to request a return.
- Once approved, we’ll email a pre-paid return label (UPS) and invoice.
- Print and attach the label, pack the product securely, and schedule a pickup or drop-off.
All return shipping is free of charge.
Refund Details
- Refunds are processed after the returned item is shipped with a valid tracking number.
- You’ll receive a confirmation email once the refund is issued.
- The refund amount is based on the actual payment total, and timing depends on your bank or payment provider’s processing cycle.
- Refunds for orders or individual items cancelled within the applicable 24-hour review period do not require a product return or tracking number.
- Cancellation refunds and refunds resulting from order modifications will be issued to the original payment method based on the actual amount paid.
Order Changes & Cancellations
You may cancel your order, cancel individual items from a multi-item order, or request changes within 24 hours after the order is placed, without a cancellation or modification fee.
Within this 24-hour review period, you may request changes to the size, fabric, color, motor, control option, mounting method, or other configuration, provided that the requested changes are available for the selected product.
If a change increases the order price, you must pay the price difference before the change can be confirmed. If a change reduces the order price, the difference will be refunded to your original payment method.
The time Graywind receives your request through our official Live Chat or Email determines whether it was submitted within the 24-hour period. Weekends, public holidays, and customer service response delays do not shorten or extend this period.
After the 24-hour review period, custom products enter processing and production. Product specifications can no longer be changed, and the order or individual custom-made items can no longer be cancelled.
Expedited orders are processed immediately and become final once submitted. They cannot be changed or cancelled and are not eligible for the 24-hour review period.
Shipping addresses and other delivery information may be changed at any time before the order ships. Once an order has shipped, we cannot guarantee that the carrier will be able to change its delivery information.
Custom-Made Products and EU Consumer Rights
All Graywind curtains, draperies, shades, blinds and other window treatments are manufactured according to the customer's specifications, including dimensions, fabric selections, mounting options and configuration choices.
As a result, for customers located in the European Union, these made-to-measure and custom-made products may be exempt from the statutory right of withdrawal under applicable consumer protection laws, including Article 16(c) of Directive 2011/83/EU.
Orders may not be cancelled, returned or refunded solely because a customer changes their mind after production has begun or after delivery.
This limitation does not affect the customer's rights with respect to defective, damaged, incorrectly manufactured or non-conforming products, which remain covered under this Policy.
Optional Enhancements
- Limited Warranty: Upgrade your coverage up to 5 years for added peace of mind.
- Professional Installation: Available in select areas for a perfect fit from day one.
- Safe & Sound Shipping: We ensure your order is delivered safely.
- Worry-Free Fit: Covers small measuring errors so you can buy with confidence.
Our Commitment
Your satisfaction means everything to us. Whether it’s a measuring issue, shipping damage, or product error, our team will ensure your experience is seamless and worry-free. Your windows, perfectly fitted — that’s our promise.
