Refund policy

Effective date: 9th January 2026

This Returns & Refunds Policy explains how Finir Limited (“Finir”, “we”, “us”, “our”) handles returns, refunds, cancellations and after-sales issues for purchases made via our website, email or phone.
It should be read together with our Terms and Conditions for the Sale of Goods, which take precedence in the event of any inconsistency.

1. Overview

Finir specialises in bespoke made-to-measure curtains, blinds and textile-based furnishings. All our items are custom-made to your specific measurements, fabric choices, linings, headings and design preferences.

Because these products are made uniquely for you, they cannot be resold, and therefore do not come with a change-of-mind return right.

This policy explains when returns are accepted, what counts as a fault, and what you must do if there is an issue with your order.

We always recommend ordering samples of fabrics before placing an order.

2. Bespoke / Made-to-Measure Goods

2.1 No returns for change of mind

Under the Consumer Contracts Regulations 2013, the 14-day cooling-off period does not apply to:

“Goods made to the consumer’s specifications or clearly personalised.”

This includes all made-to-measure curtains, blinds, and cushions we produce.

Therefore, once production has begun, you cannot cancel or return the order because of a change of mind, incorrect measurements, or choosing the wrong fabric, colour, lining or design.

2.2 48-hour goodwill amendment period

As set out in our Terms:

You have 48 hours from Order Confirmation to request changes or cancellation if production has not started.
Requests must be submitted via email, and you should phone us to ensure we have received the request.
After 48 hours (or once production begins), the order becomes final.

3. Measurements and Fitting – Your Responsibility

To ensure consistency with the Terms and Conditions:

You are solely responsible for taking and submitting accurate measurements.
We manufacture exactly to the dimensions you provide (subject to industry-standard tolerances).
Goods cannot be returned or refunded because:

incorrect measurements were supplied;
instructions were incomplete;
the final product does not fit due to measurement error.

Manufacturing Tolerances and Product Variation

Finir’s made-to-measure products are manufactured using industry-standard methods for soft furnishings, including hand cutting, sewing, and assembly. Due to the nature of textile production and the bespoke processes involved, exact uniformity cannot be guaranteed. The following principles apply to all Finir orders:

1. Nature of Soft Furnishings

Soft furnishings are not engineered products. Fabrics naturally exhibit minor variations caused by stretch, handling, humidity, and batch differences. These characteristics mean that measurements cannot be controlled to precise millimetre-level accuracy.

2. Handcrafted Production

Many stages of our production process are carried out by hand. As a result, small variations in finished sizes are both normal and unavoidable. These variations are consistent with recognised industry standards for custom-made textile products.

3. Acceptable Variation

Finir operates to internal quality-control tolerances that are appropriate for each product type. These tolerances may differ depending on the construction method, fabric composition, and supplier. While we maintain high manufacturing standards, slight deviations in size or appearance within accepted industry norms do not constitute a defect.

4. Product-Specific Differences

Different product categories—such as curtains, Roman blinds, roller blinds, and soft furnishing accessories—each have their own manufacturing considerations. For this reason, Finir does not publish a single universal tolerance for all products.

5. Measurements and Responsibility

All made-to-measure items are manufactured according to the measurements provided at the time of order.

If the customer provides measurements, Finir will manufacture the product to those exact figures, and any fit issues arising from inaccurate measurements are not considered a manufacturing fault.

6. Assessment of Complaints

When assessing any concerns regarding product size or fit, Finir will refer to its internal quality standards and accepted tolerances for the specific item. Variations that fall within these tolerances are deemed compliant and do not qualify for refund or replacement.

7. Customer Expectations

Publishing specific numerical tolerances may create confusion, as window openings, walls, and installation environments frequently exhibit their own structural irregularities. For clarity and fairness, Finir assesses each product according to its designated internal standards rather than a single published measurement range.

4. Fabric Characteristics & Acceptable Variations

The following are not faults and do not qualify for returns:

slight shade differences between batches
natural slubs, knots, weaving irregularities or texture variations
small light spots caused by Roman blind stab stitching
fabric movement such as stretching, shrinking, relaxing or settling after hanging
minor differences between samples and final products
variations in colour due to screen display differences
pattern placement differences within normal manufacturing limits

These are inherent characteristics of textile products and are fully explained in our Terms.

5. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, Goods must be:

of satisfactory quality
fit for purpose
as described
made to the confirmed specifications

If you believe your item is faulty or has been made incorrectly, you must report the issue as follows:

6.1 Reporting a manufacturing fault

You must notify us:

within 14 days of delivery for manufacturing faults or errors
providing:

your order number
a clear description of the problem
photographs of the issue, including full-product and close-up images

6.2 Damage during transit

You must notify us:

within 24 hours of delivery
and sign the parcel as “damaged” where applicable

Failure to report damage within this timeframe may limit our ability to resolve it with the courier.

7.0 Refunds, Remakes, and Manufacturing Variation

A remake or refund will only be offered where:

The product does not meet Finir’s internal manufacturing standards; and
The deviation cannot reasonably be attributed to fabric characteristics, environmental conditions, or measurement discrepancies.
Variations inherent to the nature of handmade or textile items, or those within our accepted tolerances, do not qualify for a refund or remake.

7.1 Returns Procedure

Where a return is approved:

We will provide return authorisation.
Goods returned without approval may not be accepted.
Items must be securely packaged to avoid further damage.
Returns must include proof of purchase and your contact information.

Return address:

Finir
Diamond Mews
Harrogate
North Yorkshire
HG2 0PQ

You are responsible for the Goods until they are received by us.
We strongly recommend tracked postage and appropriate insurance.

8. Inspection and Outcome

After receiving the returned item, we will inspect it.

8.1 If a manufacturing fault is confirmed

We will:

repair the item, or
replace it, or
refund you in full (including standard delivery costs) if repair or replacement is impossible or disproportionate.

8.2 If no fault is found

If the Goods are:

within industry tolerances,
made to the measurements provided,
affected only by acceptable fabric variations, or
damaged due to incorrect installation or handling,

…then the item will be returned to you.

You will be responsible for:

return carriage costs
any reasonable inspection fees

No refund will be issued.

9. Refund Payments

Where a refund is due:

It will be issued to the original payment method.
It will be processed within 14 days of agreement or receipt of returned Goods (as applicable).
Delivery charges are refundable only in cases of confirmed fault.

Refunds for bespoke Goods on a non-fault basis (if offered at our discretion) may:

exclude original delivery costs
incur a restocking/administration fee (up to 25%)
be issued as a credit note rather than a cash refund

10. Incorrect or Failed Delivery