Return Policy

1. Product Measurement Error

1.1 During the order, if the fabric is too wide or too long due to a customer measurement error, you can place a new order for the same style: we offer -50% on the new order, valid for 30 days from the date of the original order completion.

2. Poor Product Selection

2.1 For a first purchase in our store, if the item is damaged during installation, we will replace or repair it according to your choice.

2.2 If you have mistakenly chosen a product or material that does not suit you, you can order a product of similar or lower price than the original order: -50% on the new order, valid for 30 days from the date of the original order completion.

2.3 If you wish to return a product without error or quality defect, the round-trip delivery costs and 50% of customization fees are at your expense. A 50% refund will be processed after confirmation of receipt of the return.

3. Product Installation Error (Professional Measurement & Installation)

3.1 If our professional measurement/installation team makes an error:

• measurement error → free item replacement;
• installation error → free reinstallation.

4. Damaged Goods

4.1 Our products are manufactured with quality materials. In case of malfunction or unexpected damage, contact us: we will organize the repair. If you have used our measurement/installation services, the necessary services will be provided free of charge if the case requires it.

5. Warranty

5.1 The warranty period for the product and its accessories is 3 years from the date of receipt.

5.2 During the warranty period, we provide services for products that are unusable due to product defects (e.g., customization error, fabric defect/tear, pulled threads, etc.). We will repair or replace your product. By placing an order, you accept these conditions.

5.3 The warranty does not cover: misuse, abuse, accident, modification, normal wear, exposure to aggressive environments, high humidity, failure to follow usage/maintenance instructions. For information and without limitation:

• fabric abrasion, natural discoloration, minor color differences, exposure to salt air, damage by insects/pets, discoloration or creasing due to sunlight (outside these conditions, the lifespan is increased);
• normal maintenance of electric curtains and their accessories (charging/replacing batteries);
• damage related to disassembly or reassembly on the same window or another;
• malfunction due to measurement error or installation not conforming to product instructions.

5.4 These conditions apply only to the original customer. In case of sale or transfer, Sophora's warranty obligations end.

5.5 Need warranty service: provide name, address, problem description, order date; write to contact@sophoradeco.com, we will organize the repair as soon as possible.

6. Expenses

6.1 We handle returns/exchanges in good faith according to this policy. The costs of disassembly, remeasurement, installation and logistics related to the repair/return/exchange due to the product itself are at our expense; otherwise, they are at the customer's expense.

7. Definition of Customized Products

Any item manufactured or transformed based on at least one parameter provided by the customer is considered customized. This includes, without limitation:

• dimensions/proportions/cutting methods;
• material/color/pattern/fabric combination;
• installation method, hanging type, structural options;
• lining, blackout, thermal insulation, acoustic insulation and other functional treatments;
• any cut/transformation/configuration making the product unsaleable according to standards.

Notes & interpretation: the title and description generally include the mention "Made-to-measure/Customized". In case of omission/divergence in display, the order confirmation, manufacturing orders and parameters entered by the customer take precedence; the site reserves the right to reasonable interpretation (without prejudice to the consumer's legal rights).

8. Right of Withdrawal & Fees — Customized Products

In accordance with Article 9 of Directive 2011/83/EU, the consumer has 14 days from receipt to withdraw. Given the made-to-measure nature, the following apply:

• Within 6 hours after placing the order (inclusive): free cancellation;
• More than 6 hours after placing the order and before shipment (in production): 30% retention (raw materials);
• already shipped and returned: 50% retention (materials + transport).

Return costs are at the customer's expense (except for errors attributable to our company).

9. Cases Not Eligible for Return — Customized Products

Do not constitute a defect:

• misinterpretation of visuals;
• product conforming to dimensions but judged "not suitable enough";
• curtains judged too heavy;
• color difference vs expectations;
• change of mind;
• subjective quality assessment;
• reference/order error;
• incorrect dimensions provided by customer (industrial tolerance ± 2.5 cm ≈ ± 1 inch);
• perceived delay;
• incorrect customer data/measurements;
• color variations due to dyeing baths (reasonable difference between color chart/sample and finished product);
• variations related to lining (comparisons with/without lining or different linings for the same color);
• blackout rate not meeting personal expectation.

10. Non-Customized Products (Standard) — Right of Withdrawal

For non-customized items, in accordance with Article L221-18 of the Consumer Code, you can exercise your right of withdrawal within 14 days following delivery. Return costs are at the customer's expense (except for errors attributable to our company).

11. Return Procedures, Condition and Risks

11.1 Before any return shipment, contact customer service by email within 14 days to obtain return validation. Products must be new, unmodified, uninstalled, unused, unwashed/unironed, undamaged, complete, clean and in their original packaging.

11.2 Any incomplete, damaged, tried/fitted, ironed, washed or stained item will be refused.

11.3 Returns are made at the customer's expense and risk; in case of loss by the carrier, liability lies with the customer and no compensation will be due by our company.