Refund policy
Refund, Return & Warranty Policy
Every Home Smart Shades shade is made to order to your measurements and choices. Please read this policy before you order. By placing an order, you agree to it.
| Topic | The short version |
|---|---|
| Custom-made shades | Final sale. No returns, exchanges or refunds for a change of mind, a wrong product choice or measuring errors. |
| Changes & cancellation | Free within 24 hours of placing your order, by email. After that your order is in production and final. |
| Damaged in transit | Report within 5 days of delivery, with photos. |
| Wrong or defective on arrival | Report within 30 days of delivery, with photos. We repair or replace. |
| Motor & controls warranty | 3 years from the ship date. Repair or replace. |
| Non-custom accessories & samples | Unopened, within 30 days of the ship date, with our approval. |
1. Custom-made products are final sale. Custom-size and made-to-measure products are built to the measurements and options you submit and can't be resold. They are final sale. We can't accept returns, exchanges or refunds for a change of mind, a wrong product choice, a change of fabric, color or option, or measurements you supplied. Shipping damage, production errors and defects are repaired or replaced as described below.
2. Your measurements and options. You are responsible for the measurements and options you submit. Please measure every window yourself using our How to Measure guide, to the nearest 1/8 inch, and check each entry in your cart before you pay. Your order confirmation email lists your measurements and options; please check it as soon as it arrives and contact us within the 24-hour window below if anything is wrong. If you send us your measurements to look over before ordering, that review is a courtesy only: you remain responsible for the measurements and options you submit. We do not remake, replace or refund products for customer measuring errors, wrong product selection, or a change of fabric, color or option. A replacement can be placed as a new order at the regular price. Colors can vary slightly between production lots and between screens; this isn't a defect. We recommend ordering fabric samples first.
3. Order changes and cancellations. You can change or cancel an order free of charge within 24 hours of placing it (the order time shown in your order confirmation email). Email support@homesmartshades.com with your order number. Cancelled orders are refunded in full to the original payment method. After 24 hours your order is in production and is final: it can't be changed or cancelled, and no refund or credit will be issued. Shipping damage, production errors and defects are repaired or replaced under sections 4 and 5.
4. Damaged in transit. Inspect your order as soon as it arrives. Report damage within 5 days of delivery by emailing support@homesmartshades.com with your order number, photos of the damaged product, photos of the outer box showing the damage, and a photo of the shipping label. Keep all packaging until the claim is resolved. We can't accept damage reported more than 5 days after delivery. Once your claim is approved, we will repair or replace the damaged item free of charge.
5. Production errors and defects on arrival. If your product doesn't match your order confirmation because of a production error (wrong size, fabric or configuration made differently from what you ordered), or it has a defect in materials or workmanship in the shade, fabric or hardware, contact us within 30 days of delivery. Include your order number, photos (and a video for an operating problem) and a photo of the product label. After review we'll repair or replace the same product free of charge. A product made to the measurements and options shown on your order isn't a production error, even if it doesn't fit your window. If we need the item back, we'll send you return instructions. Please don't send anything back without our written approval; unapproved returns won't be accepted or refunded.
6. Standard (non-custom) items. Fabric samples, remotes, hubs and other non-custom accessories can be returned if you contact us within 30 days of the ship date. Items must be unopened and in their original packaging with all accessories, manuals and documentation. Once we approve the return, ship the item to the address we give you within 15 days. You are responsible for return shipping and for any loss or damage in transit. Opened or used items can't be returned. Original shipping charges are not refundable. Refunds go to the original payment method after we receive and inspect the item.
7. Price changes. Prices and promotions change from time to time. We do not offer price adjustments or credits for price changes or promotions after your order is placed.
8. Limited warranty. See "Limited Warranty" below.
9. EU customers. We currently ship only within the United States. Made-to-measure goods are exempt from the right of withdrawal under Article 16(c) of Directive 2011/83/EU. Your rights for defective or non-conforming goods are not affected.
10. Billing questions. If you have a problem with an order or a charge, please email support@homesmartshades.com or call 775-306-6161 first. We reply within 2 business days and can usually resolve the issue faster than a card dispute.
Contact. Home Smart Shades (Zero Filter Online LLC) · support@homesmartshades.com · 775-306-6161 · 8 The Green, Ste 26536, Dover, DE 19901, United States
Limited Warranty
Motor and controls: 3 years. SmartWings motors and their control electronics, as defined by SmartWings (including the motor electronics, remotes and SmartWings hubs), are covered against defects in materials and workmanship under normal residential use for 3 years from the date your order ships.
Shade, fabric and hardware: report within 30 days of delivery. Defects in materials and workmanship in the shade, fabric, headrail, bottom bar, brackets and other hardware must be reported within 30 days of delivery (see section 5).
What we do. We will repair or replace the defective product or part free of charge. We'll also do this if a product doesn't work properly and the problem continues after our troubleshooting. Replacements may be the same or an equivalent current model or color. Repair or replacement is the only remedy under this warranty, to the extent permitted by law.
Not covered: normal wear and tear; normal fading, discoloration or aging; gradual loss of battery capacity; incorrect installation; abuse, misuse, neglect, accidents or alterations; interference; vandalism; use of incompatible devices or accessories; environmental factors and extreme environments (salt air, high humidity, intense heat); damage from pets or insects; acts of God such as fire, lightning, flood, storm or earthquake; customer measuring errors or option choices; and shipping damage, which is handled under "Damaged in transit" above.
How to claim. Email support@homesmartshades.com with your order number, a description of the problem, photos or a video showing it, and a photo of the motor or product label. We may ask you to complete troubleshooting steps. Please don't send anything back without our written approval.
Nothing in this warranty limits rights that can't be excluded under applicable law.