Custom Order & No-Returns Policy

Every HILADUO roller blind is cut, sewn, and assembled to the exact dimensions you provide on the customizer. Because each shade is built from scratch for one window, we do not accept returns or exchanges for any reason other than a manufacturing defect or shipping damage. Please measure carefully before placing your order — our how-to-measure guide walks through both inside-mount and outside-mount measurements.

What's covered

• Manufacturing defects — frayed fabric, broken hardware, motor failure on arrival, or assembly errors. We rebuild and reship at no cost.
• Shipping damage — torn packaging, bent components, or visible damage on arrival. Photograph the damage, reply to your order confirmation email within 7 days, and we file a carrier claim and rebuild your shade.
• Production errors — we shipped the wrong fabric, color, size, or motor type compared to what you ordered. Same process: email us within 7 days with photos.

What's not covered

• Measurement mistakes — if you ordered 36″ wide and your window is 35″, the shade is correct as ordered.
• Color or texture changing your mind — we strongly recommend requesting a fabric sample before ordering large or premium fabrics.
• Damage from installation or use — pull cord pulled too hard, improper bracket mounting, water damage, etc.
• Cancellations after fabrication starts — we begin cutting fabric within 24 hours of payment. Once cut, the order cannot be canceled.

Damage reporting window

You have 7 calendar days from delivery to report any defect or damage. Email customer.service@hiladuo.com with your order number and 2–3 clear photos of the issue. Reports outside the 7-day window are evaluated case-by-case but are not guaranteed.

Warranty

All HILADUO blinds carry a 2-year limited warranty on hardware, mechanism, and motor. Fabric is warranted against manufacturer defect for 1 year. Normal wear, sun fade, and physical damage are not warranty-covered.

Order cancellation

You may cancel an order for a full refund before fabrication starts — typically within the first 24 hours after payment. After fabrication has begun, orders cannot be canceled. We'll let you know in your confirmation email when your order enters production.

Sample requests

To minimize the chance of a color surprise, request a free fabric sample swatch before ordering. Samples ship USPS within 2 business days. Email customer.service@hiladuo.com with the fabric name and your shipping address.

Contact

Questions before ordering, or need to report a defect? customer.service@hiladuo.com