RETURN & EXCHANGE POLICY

Which Products Does This Policy Apply To?

We sell two types of products. Your return rights differ depending on what you ordered. Please check below:

Standard Product

📦 Ready-Made / Standard Size

Examples: Throw pillow covers (45×45 cm, 40×40 cm), table runners, tablecloths, napkins, placemats, cafe curtains — all in fixed standard sizes.

Cooling-off period: ✅ 14 days — you have the right to withdraw.

Why: These items are not made to your personal specifications and can be resold.

Custom-Made Product

✂️ Made-to-Measure / Custom Size

Examples: Honeycomb blinds, Roman shades, roller blinds — cut and fabricated to your exact window measurements.

Cooling-off period: ❌ Excluded under EU Consumer Rights Directive (Art. 16(c)).

Why: These are personalized goods made to your unique specifications and cannot be resold.

1. Business Scenarios & Frequently Asked Questions

FAQ: Are custom-made products returnable?

Answer: Non-quality-related returns are not accepted for custom-made items. However, we offer modification services (see price list), with only a 20% material loss fee.

FAQ: Can I return a standard-size pillow cover if I change my mind?

Answer: Yes! You have 14 days from delivery to withdraw. The item must be unused, unwashed, and in original packaging. Return shipping is at your cost.

From the Customer's Perspective

Customers hope for flexible returns and exchanges, fearing losses from customization restrictions.

From the Seller's Perspective

Clarify limitations and modification solutions to avoid disputes.

Key EU Legal Points

EU law allows excluding custom-made goods from the cooling-off period, provided customers are clearly informed. Standard products must always honour the 14-day withdrawal right.

2. 14-Day Cooling-Off Period (Standard Products Only)

Under the EU Consumer Rights Directive, if you purchase a standard-size, ready-made product, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

2.1 When Does the Cooling-Off Period Start?

  • For a single product: The day you (or someone you nominate) receive the goods.
  • For multiple items in one order (delivered separately): The day you receive the last item.

2.2 How to Withdraw

  • Contact us at sifan-be@hotmail.com within 14 days of receiving your order.
  • State your order number and reason (optional).
  • We will confirm the return instructions within 2 business days.

2.3 Conditions for Return

  • The item must be unused, unwashed, undamaged, and in its original packaging.
  • All tags and accessories must be included.
  • We reserve the right to deduct from the refund if the item is returned in less-than-perfect condition.

2.4 Return Shipping Costs

  • Return shipping is at the customer's expense. We recommend using a tracked service.
  • Shipping costs are non-refundable — only the product price.
  • If you received free shipping on your order, the actual outbound shipping cost will be deducted from your refund.

2.5 Refund Timeline

  • Once we receive and inspect the returned item, we will process your refund within 5–10 business days.
  • Refunds will be issued to your original payment method.

2.6 Exceptions — Products Not Eligible for 14-Day Withdrawal

  • Custom-made / made-to-measure products (blinds cut to your window size) — excluded by EU law.
  • Sealed goods that have been opened after delivery (hygiene reasons).

3. Custom-Made Products — Return & Modification Policy

⚠️ The 14-day cooling-off right does NOT apply to custom-made products. This is fully compliant with EU Consumer Rights Directive Article 16(c).

3.1 General Policy for Custom-Made Products

  • Basic Principle: Under the EU Consumer Rights Directive, fully personalized/custom-made goods are excluded from the 14-day free return policy.
  • Quality Issues: If defects or non-compliance with specifications exist, we take full responsibility and offer FREE return or refund.
  • Non-Quality Issues: Returns are not accepted for personal reasons (change of mind, minor measurement error, color preference). However, flexible paid modification is available.

3.2 Custom Modification Service

  • We understand the special nature of custom goods and offer this service to minimize your loss.
  • Fee Calculation: Modification Fee = New Production Cost × 20%
    (Production Cost = Fabric Cost + Basic Labor Cost)
Example: If you upgrade from a €100 item to a €120 item, you only pay: €120 × 20% = €24
  • Process: Contact support → Return product (FREE return shipping) → Inspection → Pay modification fee → Remake & reship

4. After-Sales Process Flowchart

1
Customer places order and receives the product
2
Is it a standard product or a custom-made product?
3
Standard → Within 14 days? → Return for refund (customer pays return shipping)
Custom → Check for quality issues
4
Quality issue → Contact support for free return or refund
Non-quality issue (custom only) → Use our paid modification service
5
Customer contacts support and returns the product
6
We inspect and assess product condition
7
Customer pays modification fee (only 20% of production cost)
8
We remake and ship the new item → Transaction completed

5. Modification Service Price List

Modification Type Applicable Situation Fee Calculation (Example) Notes
1. Pattern / Color Change Unsatisfied with fabric color/pattern; want to switch to another in-stock fabric New Fabric Cost × 20%
Example: 5m curtain from €50/m to €60/m → (€60×5)×20% = €60		 Most common modification; fee based on new fabric price
2. Size Adjustment Measurement error; need to resize (larger or smaller) Original Production Cost × 20%
Example: €40 cushion cover → €40×20% = €8		 Covers disassembly, cutting, and rework; material waste may apply for downsizing
3. Style / Design Change Change product style (e.g., curtain from eyelet to hook; tablecloth round to square) Original Cost ×20% + extra parts
Example: €200 curtain + €10 hooks → €40+€10=€50		 If fabric is also changed, fees from Type 1 + Type 3 apply
4. Combined Modification Multiple changes (e.g., color + size) (New Fabric ×20%) + (Original Cost ×20%)
Example: €40 cushion to €50 fabric + resize → €10+€8=€18		 Contact support for the best combined price
Note: Modification fees are based on the new production cost. Final price is subject to customer service confirmation.

6. Policy Design & Value

For Customers

  • The flowchart clearly shows solutions even if you are not satisfied, reducing fear of "permanent customization".
  • "Modification Service" with only 20% fee shows goodwill and shares production costs.
  • Turns a negative experience into positive customer service.

For the Business

  • Clearly distinguishes quality vs non-quality issues to avoid disputes.
  • Uses EU law as authority to strengthen policy validity.
  • Modification recovers material and labor costs while retaining customers.

Legal Compliance

  • Fully compliant with EU regulations on excluding custom goods from the cooling-off period.
  • Standard products (pillow covers, table linens, etc.) fully honour the 14-day withdrawal right as required by EU law.
  • Critical requirement: This policy must be clearly communicated to customers before ordering.