Refund policy

Defective Products

If you receive a defective product, you must notify us within 14 days of receiving the product by providing clear photos and a description of the defect. If we determine that the product is indeed defective, we will either repair or replace the product at our discretion, in accordance with our warranty terms.

Please note that all our products are custom made to order, based on your specific measurements, fabric selections, and design preferences.

As such, we do not accept returns or exchanges for any reason other than defective product, including change of mind, as the items cannot be resold or reused for other customers.

Any labour costs associated with the removal, uninstallation, reinstallation, transportation, or handling of the product are the sole responsibility of the customer and are non-refundable.

Measurements & Installation

  • Our free professional measurement and installation service is only available in the Greater Brisbane and Gold Coast regions.

  • For all other locations, including interstate and international orders, customers are responsible for taking their own measurements and completing installation themselves.

  • To assist customers outside of our local service area, we provide free online video consultation to guide you through the measurement and design process.

  • We will do our best to help ensure your measurements are accurate and to support you with the DIY installation process.

One-Time Redo Policy for Non-Local Customers

  • For customers outside the Greater Brisbane and Gold Coast regions, we understand that self-measurement and self-installation may carry some risk of error.

  • To support our non-local customers, we offer a one-time redo:

    • If a mistake is made in measurement or installation, you are entitled to one window remade free of charge.

    • This goodwill policy applies only once per customer order and cannot be transferred to multiple windows.

    • Shipping timeframes will still apply for the replacement item.

Important Note

Because all orders are custom made to your specifications, returns or refunds cannot be accepted for measurement or installation errors made by the customer (beyond the one-time redo outlined above). We strongly encourage customers to use our local measurement service (where available) or book an online consultation before finalising your order.

 

GENERAL

  1. Upon acceptance of these terms, a binding contract is entered into between the customer and Jorven Home Living Pty Ltd (hereafter referred to as “Jorven”), notwithstanding Jorven’s right of non-acceptance due to errors or omissions.

  2. Quotations provided by Jorven are valid for 28 days and may be subject to change thereafter. Accepted orders are subject to verification at Jorven’s head office, where Jorven reserves the right of non-acceptance.

  3. Completion dates are estimates only and subject to material availability. No responsibility will be accepted for delays as outlined in clause 20.

  4. The customer must provide access to the works between 8:00 am and 5:00 pm, Monday to Friday, or as otherwise agreed.

  5. The customer accepts that any colours and brands stated in the quotation are as per their selection, and that Jorven takes no responsibility for shade variations.

  6. Jorven accepts no responsibility for natural material variations such as colour, grain, rippling, shrinkage, or changes in length, and shall not be liable for any loss or damage arising as a result.

  7. Whilst every effort will be made to ensure that products match showroom samples or displays, any minor or immaterial variation in colour or grain between samples and delivered goods shall not entitle the customer to reject the goods or claim compensation.

  8. The customer acknowledges that Jorven staff are not qualified colour consultants or interior designers. Any suggestions or recommendations are personal opinions only; the customer is responsible for final product choices.

  9. The acceptable standard for imperfections on the final job is: if visible to the naked eye in natural daylight at a distance of 1.2 metres, it is not acceptable; if not visible under the same conditions, it is deemed acceptable.

  10. Any labour costs associated with the removal, uninstallation, reinstallation, transportation, or handling of the product are the sole responsibility of the customer and are non-refundable.

TERMS OF PAYMENT

  1. Deposit & Balance – A deposit of 50% of the total contract price is required at the time of order acceptance, prior to commencement of manufacture. The remaining 50% balance must be paid in full after inspection of the goods and before installation. If the contract falls within the QBCC Act 1991, deposits and payments will be structured in accordance with the requirements of the Act.

  2. Final Payment on Practical Completion – For contracts outside the QBCC Act 1991, payment of the balance must be made upon practical completion (i.e. when the majority of the order has been supplied and installed).

  3. Overdue Accounts – Jorven reserves the right to charge interest at 2% per month on all accounts outstanding 7 days after practical completion if the contract falls outside the QBCC Act 1991 or agreed payment terms. For contracts under the QBCC Act 1991, interest will be charged in accordance with the signed contract.

  4. Recovery of Debt – In the event of non-payment, the customer will be liable for all legal and recovery costs incurred by Jorven.

  5. Retention of Title – All goods and services supplied remain the property of Jorven until full payment is received. In the event of default, Jorven reserves the right (without notice) to repossess the goods, and the customer authorises Jorven to enter the premises for this purpose. Jorven will not be liable for any costs, losses, or damages arising from repossession.

  6. Delayed Installation – If the customer is not ready to take delivery or have goods installed within six weeks of manufacture, the customer agrees to pay a progress payment up to the total value of the purchase price, or as otherwise agreed.

  7. Refusal of Installation – If Jorven advises that products are ready for installation and the customer refuses or fails to arrange installation, or if Jorven cannot contact the customer after reasonable attempts, the remaining balance will immediately become payable. Jorven shall be entitled to treat this as a judgment debt, enforceable without further action.

  8. Delays in Supply or Installation – The customer agrees not to hold Jorven responsible for delays in supply or installation, and not to demand compensation (monetary or otherwise). Payment cannot be withheld if a minor part of an order is delayed.

  9. Service of Notices – The customer agrees that any notices or court documents may be served by pre-paid post or facsimile to their last known address or facsimile number.

FORCE MAJEURE

  1. Jorven shall not be liable for failure or delay in supply, delivery, or installation due to circumstances beyond its reasonable control.

PRODUCT INSTALLATION

  1. Customers must provide suitable access for installation, remove obstructions, and secure valuables. Additional costs due to unforeseen access or installation issues will be borne by the customer.

  2. Customers must advise Jorven of any asbestos at the installation site that could be disturbed during works.

  3. Customers are responsible for removing existing window treatments unless other arrangements are made at the time of sale.

  4. Jorven products are made square unless otherwise specified. No responsibility is accepted for out-of-square windows.

  5. Jorven will not be liable for damage when fixing into materials such as tiles, carpet, timber flooring, or laminated bench tops.

  6. While care will be taken, Jorven accepts no responsibility for damage to premises or service interruptions arising from circumstances beyond its control.

  7. Corded blinds supplied and installed by Jorven comply with Australian Child Safety Laws.

  8. Product-specific conditions – apply to vertical blinds, aluminium venetians, timber venetians, roman blinds, panel glide blinds, and roller blinds. (Technical details remain as per Jorven’s product specifications, including clearance requirements, fabric movement allowances, and limitations in certain window types.)

GUARANTEE & WARRANTY

  1. Jorven warrants that all products are fit for purpose and are new unless otherwise stated.

  2. All products are guaranteed against defects in components and manufacture at installation, effective only after full payment. Jorven will pass on manufacturer warranties where applicable. See our website for product-specific warranty details.

  3. In domestic use, goods are guaranteed against faulty materials and workmanship. Jorven will repair or replace (at its discretion) any faulty products. Damage due to misuse, accidents, or heat/solar exposure is not covered. Where no defect is found, a call-out fee will apply.

  4. All work will be carried out in accordance with relevant laws and regulations.

DEFINITIONS

  1. Works – the work described in Item 1 of the contract and detailed in the accepted quotation.

  2. Start Date – the date Jorven commences manufacture of the ordered product.

  3. Practical Completion – when the majority of works described in Item 1 have been supplied and installed.

  4. Price – the total contract amount, including GST, as per the accepted quotation.