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Warranty

Measurement Errors

With SureFit™, we will replace your custom-made product if you’ve made an accidental measuring mistake!

Conditions:

  • MyDirectBlinds.com.au must be notified within 7 days of order delivery
  • Changes are restricted to size only (Must be same product type and colour as Original)
  • 1 replacement per Blind
  • 4 replacements per household per customer lifetime (unless the error is ours, in which case, we’ll make it right!)
  • Commercial orders do not qualify, a commercial order is any order containing 20 or more of the same product category, of tax exempt status, or delivered to a non-residential address
  • Floor/House plan measurements do not qualify
  • Prior authorisation with MyDirectBlinds.com.au is required before any request is processed
  • Since the products are custom made to your exact measurements, we often cannot reuse your products therefore we will either request you donate the item to a charity such as the Salvos or similiar. If a donation is not possible for you, we will require photographic proof the item has been destroyed from you, prior authorisation with MyDirectBlinds.com.au is required before any requests are processed. You must request proof of donation or a receipt of donation of the items from the charity if you are choosing to donate your item. The good news is you don’t have to pay anything extra! We’ll ship your new Blind to you free of charge. Please note: Due to their heavy nature, shipment of new remade Plantation Shutters will need to be covered by the customer.
    • *Shipping costs of your new remade products may not be covered in the case of remote areas or where the cost is significantly high, MyDirectBlinds.com.au reserves the right to ask for payment for return shipment of your original product or your new remade product. Newly remade Plantation Shutters shipment (From MyDirectBlinds.com.au premises to customer) will not be covered by MyDirectBlinds.com.au and will require extra payment from the customer for transport costs associated for heavy and bulky items, calculated at approximately 12.5% of the product cost.
  • Motorised blinds do not qualify (However the motors can usually be re used in the replacement product)
  • Blinds within tolerance of the size ordered do not qualify
  • Refunds are not offered under this guarantee
  • Replacement blinds larger than the original may require payment of the difference in size
  • Any product ordered outside our recommended sizes or specifications, which can be found on the product page are excluded from this guarantee
  • Items exchanged under this guarantee cannot be exchanged under our satisfaction guarantee policy and vice versa going forwards
  • MyDirectBlinds.com.au reserves the right to refuse a remake at our discretion
  • You must have received your product to qualify for this policy

Satisfaction Guarantee

If you’re not satisfied or have a change of mind with the type of product chosen, style, color, or quality, we’ll work with you to make it right.

Our first line of defense against colour issues are our free samples, make sure you order them before you place your order as different computer monitors may display colour differently.

Simply contact us within 7 calendar days after delivery of your products to your home and we’ll walk you through the options available in an attempt to remedy the situation.

Since you have ordered a custom made product, we are not able to resell it upon return, as such we cannot offer a full exchange, however we can have any replacement products that you need or want from our full range and in any category, remade at 15% off.

Since the products are custom made to your exact measurements, we often cannot reuse your products therefore we will either request you donate the item to a charity such as the Salvos or similiar. If a donation is not possible for you, we will require photographic proof the item has been destroyed from you, prior authorisation with MyDirectBlinds.com.au is required before any requests are processed. You must request proof of donation or a receipt of donation of the items from the charity if you are choosing to donate your item. The good news is you don’t have to pay anything extra! We’ll ship your new Blind to you free of charge. Please note: Due to their heavy nature, shipment of new remade Plantation Shutters will need to be covered by the customer.

  • *Shipping costs of your new remade products may not be covered in the case of remote areas or where the cost is significantly high, MyDirectBlinds.com.au reserves the right to ask for payment for return shipment of your original product or your new remade product. Newly remade Plantation Shutters shipment (From MyDirectBlinds.com.au premises to customer) will not be covered by MyDirectBlinds.com.au and will require extra payment from the customer for transport costs associated for heavy and bulky items, calculated at approximately 12.5% of the product cost.

Remake must be for the same window with no large disparity in measurements (Different products require minor changes in measurements). Once you’ve had a remake processed, the item will no longer be covered under the satisfaction guarantee and also our sister policy SureFit™. Because of this we recommend you limit your replacement to colour exchange only (To the same product and measurements of the original order) Otherwise you, the customer will assume any risks with measurements or issues for a different category replacement product when it is not already covered by warranty, unless of course the fault is ours.

Due to volume, commercial orders are not covered by this guarantee. A commercial order is any order containing 15 or more custom made products ( eg. 15+ Roller Blinds, varying measurements on each are counted ), of tax exempt status, or delivered to a non-residential address.

Product Warranty

MyDirectBlinds.com.au are proud to extend a 5 Year Warranty on all of our custom-made home furnishing products. All custom-made products are warranted to be free from manufacturing defects in materials and workmanship. This warranty includes all materials, mechanisms (cord locks and tilts gears) and components (brackets, wands, caps, etc.) which make up the blind or shade. In the event a MyDirectBlinds.com.au custom-made product is found to be defective in materials or workmanship, or we have made the product at incorrect measurements than what you supplied – we will, at our discretion, repair, or replace the product which fails to conform to this warranty.

Please note that colour may vary from lot to lot on some styles, and that we can discontinue certain styles and colours overtime. On discontinued items, we reserve the right to substitute warrantied product with the nearest colour or style of equivalent or greater value. On current products, we will make every effort to match current style and colour. In the event that the warrantied product is not repairable, and cannot be replaced with the original style and colour (i.e. discontinued), it will be replaced free of charge with the closest available product.

The warranty is valid for all MyDirectBlinds.com.au manufactured products. To activate this warranty, the purchaser must contact MyDirectBlinds.com.au to organise the return of the product. MyDirectBlinds.com.au will cover the costs of transport for the first 12 months of the warranty period only, except in remote areas or where the cost is significantly high – MyDirectBlinds.com.au reserves the right to request extra payment for transport costs. We will first request photos before requesting the return of the product.

After the first 12 months the purchaser is responsible for returning the damaged blind along with invoice and original sales receipt, to MyDirectBlinds.com.au.

Upon return of the damaged product, MyDirectBlinds.com.au will inspect the blind to evaluate the warranty claim. If the product is deemed to be damaged by reasons not related to the warranty cover, the purchaser will be required to cover the costs of repair and freight charges.

This warranty does not cover any product which fails due to accident, alterations, misuse, abuse, misapplication, improper handling, improper installation, improper operation or cleaning, and normal wear and tear (examples: normal fabric fraying and loss of colour intensity from prolonged use, exposure to salt air, damage from insects or pets).

Wood blinds and natural woven shades are made from natural materials. As such, the following are to be considered as naturally inherent characteristics: variations in colour, grain and texture, natural markings (knots, mineral deposits, etc.), minor bowing or warping of slats, and natural materials. In addition, excessive warping of wood blinds or natural woven shades is excluded if installed in a high humidity area.

Any product over 4.8 metres in width are not covered by this warranty. Timber and PVC Venetians larger than 5 square metres are not covered by this warranty.

Any blinds ordered outside of the recommended maximum width and drop sizes are not covered by this warranty. These can easily found on the products order page.

This warranty does not cover cost associated with warranty service which includes, but is not limited to, transportation costs to and from our address after the initial 12 months, costs of removal, re-measure or re installation of product, service, call out or labour fees or any incidental or consequential damages.

This warranty gives you specific legal rights and limitations, and you may have other rights, which vary from state to state. No employee of MyDirectBlinds.com.au has the authority to increase or alter the obligation of this warranty.

This warranty is non-transferable.

Please note that the purchaser has 30 days of receipt of goods to report any marks, holes, scratches or defects on the cloth or product. This type of claim will be evident from the first time you put up the blinds or curtains and will not be a defect that evolves overtime.  No claims for marks, holes, scratches or defects on the cloth or product after that date, will be accepted and will be considered misuse or general wear and tear.

Recommended BMAA Industry Guideline for Faults:

The acceptable guideline for imperfections, marks, dots etc. on completed product is:

  • If an imperfection is visible with the naked eye in natural daylight at a distance of 1.2 metres, it is not acceptable.
  • If an imperfection is not visible with the naked eye in natural daylight at a distance of 1.2 metres it is acceptable.
  • Minor colour variations may occur between any colour swatch supplied and the order received, as the colour swatch is a guide only, this includes paint, stain and lacquers.

This Guideline does not override any rights under Australian Consumer Law

The purchaser has 30 days from the date of delivery of the product to notify MyDirectBlinds.com.au if they are missing slats, blinds, brackets or any other portion of their order. After this time frame, the order will be considered 100% delivered to the customer.

 

Cancellation Policy

Because the items are custom made, once the order is put into production at the factory we are unable to cancel your order. Please contact us within the first 24 hours after placing your order if you need to cancel or change anything about your order, we might not always be able to process a cancellation request because this window varies significantly.

 

Have an issue? Let’s solve it!

contact@mydirectblinds.com.au

1300 011 561

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