IXA Curtains wants you to be 100% satisfied with your purchase. We hope you will order something you will love for years to come.
We would like to kindly remind you to review our return policy and work with us for a possible solution first if you encounter any issues instead of initiating an order dispute in a rush.
We highly recommend you read the necessary information, including Hanging Header Style and Measurement Finder carefully to make sure the custom-made drapes will fit your needs. We sincerely wish you to order fabric swatches before ordering customized drapes to ensure texture, color meet your expectations.
Before placing your return, please check if your item is eligible for return, as some items may be featured as Final Sale or No Return or subject to additional return restrictions. You can find this information in the item-specific sections below, so you may review it before making your purchase.
Can I Return?
Fabric swatches are not returnable.
The following conditions do not meet the return criteria for customized curtains:
1. Misunderstood the image of the product.
2. Items do not fit properly but were made accurately.
3. The drapes are too heavy.
4. Not the color you wanted.
5. Change of mind / No longer wants it.
6. Not the quality you wanted.
7. Ordered the wrong item by mistake.
8. Wrong size. Tolerance size within +/- 1 inch is treated as industry-acceptable.
Drapery: ±1 inch in length. Please note that to ensure proper coverage and reduce light leakage from fabric draping, the finished width is usually slightly wider than the ordered width and will not be more than 1 inch narrower than the ordered width.
9. The order comes later than expected.
10. Items were ordered by mistake.
11. Incorrect measurement.
12. Color variation due to fabric dye lot that naturally occurs (reasonable color differences are allowed between the sample booklets and the finished drapery).
13. Color variation due to adding a liner (compare lined drapes vs unlined).
14. Color variation due to adding different liners to the same color curtain.
15. The shading rate is not expected.
In these special circumstances, we accept returns. If you believe there is an issue with your product, please contact us immediately and provide complete details of the problem—feel free to email photos to illustrate the issue, along with your order number. We will certainly rectify or remake the product as soon as possible to match the original order, minimizing any inconvenience to you.
1. We made the wrong items.
2. Not as described.
What can I do if I don't like what I ordered?
We would be very disappointed if this happened but realize that sometimes people have a change of heart and feel they have chosen the wrong color, design, or style. Whilst we cannot offer a replacement free of charge (as you completely understand!).
Return Time Limit
This return policy applies to orders shipped to the United States and Canada. We accept return requests within 30 days of receipt for defective, wrong, or not-as-described items. Custom-made curtains are not eligible for return for change of mind, incorrect measurements, wrong size selected by customer, color preference, or customer order mistakes.
The shipping cost of returns (if applicable)?
For approved defective, wrong, or not-as-described items, IXA will cover the return shipping cost. Customers pay no return shipping cost and no restocking fee for approved quality-related claims.
In many cases, customers may not be required to return the original item. IXA may provide a replacement, remake, repair, or other resolution after reviewing the issue. If a return is required, IXA will provide return instructions and cover the eligible return shipping cost.
Refund Limit
Once returned items are received, we will inspect them to ensure in brand-new condition, unused, and with original tags and packaging. Then we will either (at our discretion) offer a full refund for the price of the product, or repair or replace the product (we will notify you by e-mail of the action we will take). If you meet our return criteria and provide the above-mentioned product defect photos and shipping label, then we will provide a refund for the full cost of your purchase of this order immediately after we receive and confirm the return package, which will be returned to your original payment method within 3-10 days.
1. Prior purchases are not eligible for price adjustments.
2. Prior purchases are not eligible for discount refunds.
3. We don't offer refunds for lost packages but we will send the replacement instead.
Alterations
Normally, we don't accept alterations after you receive the orders, so please pay additional attention to your measurement and size decision-making.
Change of Mind
Please choose and measure your items carefully as we do not accept returns for change of mind once the order is executed.
Color
Color may vary from the picture due to variations in your monitor, lighting, and batch colors. Please keep this in mind when ordering as we do not accept returns for color variation. Due to the fabric dye lot that naturally occurs, reasonable color differences are allowed between the fabric swatches and the finished drapery.
Package Lost
For some reason, if your package is lost during transportation, we will contact the logistics as soon as possible to find your package. However, if it cannot be found, we will arrange for you to resend the order. Please know that we do not accept refunds in these cases.
Refund
Once you send back returned products, please email cs@ixacurtains.com to advise us with a trackable tracking number, we shall handle the refund after inspection within 3-5 days upon receipt. The refunded amount will be back to your original payment method card, and it normally takes 3-7 days to reflect on your credit card.
