Refund policy

For returns & claims contact: info@drapioo.com

1. Scope

This policy applies to purchases from DRAPIOO, including curtains, shades, blinds, rods, tracks, hardware, fabric swatches and sample booklets. Specific rules below differentiate custom made-to-measure items from ready-made products and samples.

This policy applies to all orders placed directly through drapioo.com or its official online stores. Third-party marketplace purchases may follow their platform’s own return terms.

2. Cancellation & Order Changes

For custom-made curtains, you can cancel your order or request changes before production begins. Generally, the free cancellation period is within 6 hours of placing the order. The exact time may vary depending on the product. Once production has begun, order cancellations are generally not accepted.

If you need measurement or option changes, contact us immediately at info@drapioo.com.

Please contact us first to confirm the order status. If the order has not entered the production or fulfillment stage, customers may also cancel within 24 hours for a full refund.

3. Which Items Are Eligible for Return

Eligible: items that are defective, damaged in transit, or clearly not as described, such as when the wrong item is sent. We will assess the issue and, if approved, repair, remake, replace or refund the item.

Not eligible for return for change of mind: custom made-to-measure curtains, made-to-order shades, and custom-cut hardware, unless defective. Free swatches and sample booklets are non-returnable.

For standard products that are not custom products, unused, unwashed, and in their original packaging, customers may return them within 30 days of receipt.

4. Time Limits

Visible shipping damage must be reported within 7 days of delivery.

Manufacturing or quality claims must be reported within 30 days. In some cases, this period may be up to 60 days depending on the product guarantee.

We will review each case and provide Return Authorization, RMA, and instructions after claim review.

For ready-made products, customers may request a return within 30 days of delivery, in compliance with consumer protection standards.

5. How to Request a Return

Email info@drapioo.com with your order number, photos or video of the issue, tracking information and a short description.

We will review your request and may ask for additional information. If approved, we will issue a Return Authorization and shipping instructions.

Do not discard the original packaging until the claim is resolved.

Returns without prior authorization may be refused or delayed.

6. Remedies — Repair / Remake / Replace / Refund

When an issue is verified as our error or a manufacturing defect, DRAPIOO will:

Repair, remake or replace the item at no cost, including return shipping for defect cases; or
Issue a full refund when remake or replacement is not feasible.

If the issue is caused by customer measurement error, we will propose solutions such as alteration or a discounted remake, but the customer may be responsible for shipping or alteration costs.

Refunds will be issued to the original payment method only. We do not provide cash refunds.

Return Shipping & Fees

If the return is due to our error or defect, we cover return shipping and re-shipment of the corrected item.

If the return is due to change of mind or customer error, and only applicable to some non-custom items, the customer pays return shipping. Initial shipping fees are non-refundable.

In exceptional cases, the return shipping address will be provided in the authorization email. Unauthorized returns may be refused.

Return Address: Building 1, No. 5500 Yuanjiang Road, Minhang District, Shanghai, China

Email: info@drapioo.com
Tel: +8618339405297

7. Refund Processing & Timing

Approved refunds are issued to the original payment method after inspection. Typical processing time after approval is 3–14 business days depending on the bank or card provider.

Shipping fees are refunded only when the return is due to our error or defect.

You will receive a refund confirmation email once your return has been processed.

8. Warranty & Manufacturing Defects

DRAPIOO provides a limited warranty against manufacturing defects, such as structural failures, loose seams, or major hardware faults. Cosmetic issues caused by misuse, normal wear, or installation damage are not covered.

Warranty claims require photos and order information. Coverage period may vary by warranty page.

Warranty rights do not affect your statutory consumer rights under applicable laws.

9. Lost Shipments & Delivery Issues

If tracking shows delivered but you did not receive the package, first contact the carrier using the tracking information. If the carrier cannot locate the parcel, contact us and we will assist with the claim process.

Carrier-mandated waiting periods may apply before a refund or replacement is approved.

10. Packaging, Photos & Evidence

Please keep the original packaging and provide clear photos showing:

Exterior carton and delivery label
Packaging damage
Item close-ups showing the defect or damage

Carriers commonly require packaging photos for successful claims. Submitting clear evidence helps speed up resolution.

11. Non-returnable Final Sale Examples

Custom made-to-measure curtains, made-to-order shades and custom-cut hardware, unless defective
Free swatches and sample booklets
Used, washed, or modified items
Items within acceptable ±1 inch size tolerance
Clearance or marked “Final Sale” items
Minor color variations due to monitor display or dye-lot differences, which are normal and not considered defects

12. FAQ — Short

Q: Can I return custom curtains because I changed my mind?
A: Generally no. Custom or made-to-measure items are non-returnable except for verified defects.

Q: My curtains are the wrong size — will you remake?
A: If the error is ours, we will remake or refund. If the issue is due to your measurements, we will offer alteration or remake options, and the customer may be responsible for the costs.

Q: How long do I have to report damage?
A: Report visible damage within 7 days. Quality issues must be reported within 30 days, and some products may allow claims up to 60 days.

Q: Who pays return shipping?
A: If the return is due to a defect or our error, DRAPIOO covers return shipping. Change-of-mind returns, where allowed, are paid by the customer.

Q: How do I start a return?
A: Email info@drapioo.com with your order number, photos, and tracking information. We will respond with the next steps.

13. Contact

Email, best for returns & claims: info@drapioo.com

Please include: order number, date received, tracking number if available, photos or videos, and a short explanation. We will reply with a Return Authorization and next steps.

Return Warehouse Address: