Effective Date: October 11, 2026
Operated by Hampshire Curtain Makers Ltd, running the ecommerce platform at www.hampshirecurtain.com, this Refund and Returns Policy applies to all purchases of our full range of curtain accessories including curtain hooks, curtain rings, curtain tiebacks and all other window treatment hardware sold through our official website. This policy is formulated to create a transparent, fair shopping experience for every customer, with explicit, clear regulations for all return and refund requests. All customers are strongly advised to read this policy carefully before placing orders, as submission of an order on our site will be regarded as full acceptance of all terms outlined in this document. For any questions related to our returns and refund process, you can reach our team at [email protected], call us on +44 1489788178, or send mail to our registered address at Kintyre House, 70 High Street, Fareham, Hampshire, England, PO16 7BB at any time.
1. Core Non-Exclusive Policy Rule: No “Refund Only” Requests Are Permitted
We make it explicitly clear that no standalone full or partial refund requests without the return of corresponding physical products will be approved under any normal circumstances. We never process requests where customers ask to keep the ordered curtain accessories while demanding full or partial monetary reimbursement. This rule applies to all product categories across our store, from our best-selling Heavy Duty Metal Shower Curtain Hooks to Openable Curtain Rings With Easy Snap Closure and Handmade Cotton Rope Curtain Tiebacks. We established this policy to ensure fairness for all our customers, maintain reasonable operational costs that let us keep our high-quality curtain accessories priced affordably, and prevent fraudulent or improper claims that disrupt our ability to serve the broader user base. No exceptions will be made to this “no refund only” core rule unless we confirm that the product you received has irreversible, severe quality defects that make it completely impossible to return, a scenario that we will verify strictly on a case-by-case basis with formal photographic and video evidence before making any special arrangements.
2. General Return Eligibility Rules
To qualify for a valid return that can be processed for subsequent corresponding refund after we receive and inspect the returned goods, your request must meet all the following eligibility criteria:
- Your return application must be submitted within 30 calendar days from the date you sign for receipt of your ordered products. Any request submitted after this 30-day window will not be accepted, except for scenarios where you receive products with confirmed manufacturing defects that we cannot identify through normal pre-shipment checks.
- All returned curtain accessories must remain in their original, unused condition, with all original factory packaging, tags, labels, and accessories intact. Products that show signs of installation, damage caused by improper use, scratches from improper storage, or missing parts are not eligible for return. For example, if you open the package of our Modern Matte Black Curtain Hooks and scratch the surface finish during improper trial installation that damages the minimalist matte appearance, the product will not meet our return eligibility requirements.
- Custom-made or specially modified curtain accessories produced per your unique personal size, specification or design requests are not eligible for return, unless the final products we deliver have confirmed production errors that deviate significantly from the exact requirements you confirmed before placing your order.
- Promotional free gifts or bundled items that come with your main order product must also be returned along with the main goods if you apply for return of the main item. Failure to return all bundled items will result in the deduction of the corresponding market value of the missing free gifts from your final refund calculation.
3. Return Submission and Shipping Process
When you need to initiate a valid return, follow these clear steps to make the process smooth and efficient:
- Contact our customer support team via email at [email protected], and provide your order number, the specific name or SKU of the product you wish to return, and clear photos to explain the reason for your return request. Our team will review your submission within 2 working days, and send you a formal, unique return authorization number, along with the designated return delivery address. Requests sent back to any address other than our official designated return address will not be tracked or processed, and we will not take responsibility for lost packages that arrive at incorrect locations.
- You are required to bear the full cost of return shipping fees, unless the reason for your return is confirmed to be our fault: that includes scenarios where we shipped you the wrong product that does not match your order, or the delivered product has confirmed manufacturing quality defects. For these error scenarios caused by our team, we will provide you with a pre-paid shipping label to cover all your return shipping costs.
- We strongly recommend that you choose a trackable, insured courier service to send back your returned curtain accessories. You are responsible for the safety and integrity of the returned packages until they are successfully delivered to our warehouse. Any packages that are lost or damaged during the return transit process will not be eligible for corresponding refund, as we cannot receive and inspect the goods as required.
4. Product Inspection and Refund Execution Process
Once our warehouse team receives your returned package, we will carry out a strict, full inspection for all items within 5 working days:
- Our team will confirm that all returned goods meet our return eligibility rules, and verify that no product damage caused by users or missing parts exist. After the inspection is fully passed, we will notify you via email of the approval of your corresponding refund application. As we strictly enforce the no refund only rule, we will never issue any refund before we successfully receive and complete the full inspection of your returned physical products.
- The approved refund amount will be transferred back to your original payment account through the same payment method you used to place the original order. Please note that the arrival time of the refund varies depending on different payment service providers: it usually takes 3 to 10 working days for the funds to show up in your original payment account, depending on the processing speed of your card issuer or payment platform.
- The original shipping fees you paid for delivery of your initial order are non-refundable, except for the scenarios where the return is caused by our confirmed shipping error or product manufacturing quality defect.
5. Special Scenario Regulations
- If you receive a damaged product during transit: You must take clear photos of the outer package damage and the product damage within 7 calendar days after you receive the parcel, send these materials to our customer support team. We will guide you to return the damaged goods, and after we receive and inspect the returned damaged items, we can process the full refund, or arrange for a brand new replacement product to be shipped to you at no extra cost, according to your preference. We will never approve a request where you ask to keep the damaged product and receive a full or partial refund.
- If you receive an incorrect item that does not match your order: After you send clear proof photos showing the mismatch between the received product and your order, we will provide you a pre-paid shipping label to send back the wrong item. Once we get the returned incorrect product, we can either send you the correct product you originally ordered, or process the corresponding refund for that item as you choose. No “keep the wrong item and get a full refund” request will be accepted.
If you have any additional questions about our Refund and Returns Policy, do not hesitate to contact our support team at any time.