Refund & Returns Policy
Our commitment to your satisfaction and fair return policies
Refund & Returns Policy
Last updated: March 3, 2026
1. Our Commitment to Quality
At Windoor Star Curtains, we stand behind the quality of our products and services. If you're not satisfied with your purchase, we're here to help make it right.
2. Return Eligibility
Ready-made Curtains
- Returns accepted within 7 days of delivery
- Items must be unused and in original packaging
- All tags and labels must be intact
- Proof of purchase required
Custom Curtains
- Returns only accepted for manufacturing defects
- No returns for design preference changes
- Defects must be reported within 48 hours of delivery
- Quality guarantee covers workmanship and materials
Non-returnable Items
- Custom-made curtains (except for defects)
- Items damaged by customer
- Items returned after the return period
- Items without original packaging
3. Return Process
- Contact Us: Call or email to initiate return request
- Provide Details: Share order number and reason for return
- Approval: Receive return authorization and instructions
- Packaging: Securely pack items in original packaging
- Shipping: Return items to specified address
- Inspection: We inspect returned items upon receipt
- Processing: Refund or exchange processed within 5-7 days
4. Refund Options
Full Refund
- Issued for defective products
- Issued for wrong items delivered
- Processed to original payment method
- Takes 5-7 business days to process
Partial Refund
- Issued for returned items with minor issues
- Deducts restocking fee (10-20%)
- Deducts return shipping costs
- Applied for change of mind returns
Store Credit
- Available as alternative to cash refund
- No processing fees
- Valid for 12 months from issue date
- Can be used for any product or service
5. Exchange Policy
- Exchanges accepted within 7 days of delivery
- Items must be in original condition
- Price difference applies for different value items
- Customer pays shipping for exchanged items
- One-time exchange per item
6. Damaged or Defective Items
On Arrival Damage
- Report within 24 hours of delivery
- Provide photos of damage
- Free replacement or full refund
- We arrange return pickup
Manufacturing Defects
- 30-day warranty on all products
- Free repair or replacement
- Covers stitching, fabric, and hardware defects
- Does not cover normal wear and tear
7. Return Shipping Costs
- Customer pays for change of mind returns
- We pay for defective item returns
- Return shipping costs deducted from refund
- Free return pickup for orders over KES 20,000
8. Restocking Fees
- 10% fee for returns within 7 days
- 20% fee for returns after 7 days (if accepted)
- No restocking fee for defective items
- No fee for exchanges
9. Special Circumstances
Wrong Item Delivered
- Full refund or free replacement
- No return shipping cost to customer
- Priority processing for correction
Late Deliveries
- No refund for delayed standard deliveries
- Compensation for significantly delayed orders
- Case-by-case evaluation
10. Installation Service Returns
- Installation fees non-refundable after completion
- Issues with installation addressed within 48 hours
- Free re-installation for our installation errors
- Customer satisfaction guarantee on workmanship
11. How to Initiate a Return
To start the return process:
- Call our customer service at +254 720 111696
- Email info@windoorstar.co.ke with your order details
- Visit our showroom with the item and receipt
Important Notes
- Always keep your receipt as proof of purchase
- Inspect items immediately upon delivery
- Original packaging is required for returns
- Custom orders have limited return options
Customer Satisfaction Guarantee
We are committed to ensuring you're completely satisfied with your purchase. If you have any concerns, our customer service team is here to help find the best solution for you.