Refund policy

Last Updated: September 20, 2026

At Velofold, our window treatments are made specifically for your space. Each custom order is manufactured according to the measurements, fabric, color, lining, mount type, control type, hardware, and other options selected or approved by you.

Because custom-made products cannot generally be restocked or resold, our return policy differs from that of retailers selling ready-made products.

Custom-Made Products

Custom-made and made-to-measure Velofold products are not eligible for return, exchange, or refund due to change of mind, preference, or customer ordering error once production has begun.

This includes, but is not limited to:

  • incorrect measurements provided or approved by the customer;

  • selection of the wrong size, color, fabric, lining, mount type, control type, hardware, or configuration;

  • changes in design preference after an order enters production;

  • products that no longer fit because of changes made to the window, wall, trim, ceiling, flooring, or surrounding space after measurements were taken; and

  • reasonable differences between the appearance of a material on a digital screen and its physical appearance.

Where available, we strongly recommend reviewing physical fabric or material samples before ordering when color, texture, opacity, or finish is important to your project.

This policy does not limit your rights if an item arrives damaged, contains a manufacturing defect, was manufactured incorrectly by Velofold, or materially differs from the specifications confirmed with your order.

Order Cancellations

Custom orders may be cancelled within 24 hours of purchase, provided that production has not already begun.

If your cancellation is approved during this period, the amount paid for the cancelled order will be refunded to your original payment method.

Because some orders may enter production quickly, cancellation is not guaranteed solely because the request is submitted within 24 hours.

Once fabric or materials have been cut, components have been customized or allocated, or manufacturing has otherwise begun, the order can no longer be cancelled.

A cancellation request is considered accepted only after Velofold confirms the cancellation.

To request cancellation, contact us as soon as possible at:

Email: support@velofoldcurtains.com
Phone: +1 (213) 214-1963

Nothing in this section limits cancellation or refund rights required by applicable law, including rights that may arise if Velofold is unable to ship an order within an applicable promised shipment period.

Order Changes

If you need to change measurements, fabric, color, configuration, hardware, or another order specification, contact us as quickly as possible.

We will make reasonable efforts to accommodate changes before production begins.

Once production has begun, changes may no longer be possible. If a change can still be made, additional material, manufacturing, or service charges may apply.

A requested change is not confirmed until Velofold accepts it in writing.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, contains a manufacturing defect, has been manufactured materially outside the confirmed specifications, or you receive an incorrect product, please contact Velofold within 7 calendar days of delivery whenever reasonably possible.

Include:

  • your order number;

  • a description of the issue;

  • photographs or video clearly showing the issue;

  • photographs of the complete product;

  • photographs of the packaging if shipping damage is involved; and

  • relevant measurements where the issue relates to product dimensions or fit.

Please retain the product and its original packaging until your claim has been reviewed.

The 7-day reporting period helps us investigate shipping and manufacturing issues promptly. It does not limit any rights or remedies that cannot legally be restricted.

How We Resolve Verified Product Issues

Once we have reviewed the information provided and confirmed that the issue resulted from shipping damage, a Velofold manufacturing defect, or an error on our part, we will provide an appropriate remedy.

Depending on the nature of the issue, this may include:

  • replacement parts or components;

  • repair;

  • remake or replacement of the affected product;

  • a partial refund; or

  • a full refund for the affected product.

The appropriate remedy will depend on the nature and extent of the issue.

If Velofold requires a damaged, defective, or incorrectly manufactured product to be returned as part of an approved claim, Velofold will cover the applicable return shipping cost.

Measurement Errors

Unless professional measurement services were expressly purchased from or provided by Velofold for the applicable order, customers are responsible for the accuracy of the measurements they submit or approve.

Velofold manufactures custom products according to those measurements.

A product that has been manufactured correctly according to customer-provided or customer-approved measurements is not considered defective solely because the submitted measurements were incorrect or the product does not fit the intended space as a result.

If a remake is requested because of a customer measurement error, contact us. Where possible, we will work with you on a replacement solution, but additional charges may apply.

Manufacturing Tolerances & Natural Material Characteristics

Because Velofold products are individually made to measure, minor variations may occur as part of normal manufacturing and textile behavior.

Unless otherwise specified for a particular product, the following manufacturing tolerances generally apply:

  • Custom shades: finished dimensions may vary by up to ±1/8 inch (3 mm) from the applicable manufacturing dimensions.

  • Custom drapery and curtains: finished length may vary by up to ±1/2 inch (13 mm), and finished width may vary by up to ±1 inch (25 mm) per panel.

  • Custom tracks and hardware: finished cut dimensions may vary by up to ±1/8 inch (3 mm) unless otherwise stated.

These tolerances are separate from intentional factory deductions, installation clearances, fabric deductions, hardware spacing, or other design allowances required for proper installation and operation.

For example, an inside-mount shade may intentionally be manufactured slightly narrower than the submitted opening measurement. Shade fabric may also be narrower than the overall headrail, cassette, or ordered width because space is required for brackets, motors, controls, and other operating components.

These intentional design allowances are not manufacturing defects.

Textiles and natural materials may also exhibit reasonable variation in color, weave, texture, grain, pattern placement, slubs, finish, or appearance. Fabric dimensions and drapery length may change slightly due to humidity, temperature, moisture, steaming, handling, or normal settling after installation.

Variations that fall within the applicable manufacturing tolerance or result from normal material characteristics are not considered defects.

For further information, please review our Product Tolerances & Natural Material Characteristics Guide.

Color and Material Variation

We make reasonable efforts to accurately represent our materials online. However, monitors, phones, lighting conditions, photography, and individual display settings may affect how colors appear.

Additionally, textiles and natural materials may vary slightly between production and dye lots.

For this reason, a reasonable color or texture variation from what appears on a digital display is not considered a manufacturing defect.

Where exact color coordination is important, we recommend ordering a physical sample before purchasing your custom window treatments.

Installation-Related Issues

Damage or fit issues caused by improper installation, modification of the product, use of unsuitable mounting hardware, installation into an unsuitable surface, or failure to follow applicable Velofold installation instructions are not considered manufacturing defects.

This does not apply where installation services were provided directly by Velofold and the issue resulted from those services.

Refunds

Where Velofold approves a refund, it will generally be issued to the original payment method used for the purchase.

Once a refund has been processed by Velofold, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.

If an entire order is cancelled or cannot be fulfilled and a refund is required, Velofold will refund the applicable amount paid in accordance with applicable law.

Shipping Delays and Unfulfilled Orders

If Velofold is unable to ship your order within the shipment timeframe communicated for your purchase, we will provide an updated estimated timeframe.

Where required by applicable law, you will be given the choice to accept the revised shipment timeframe or cancel the affected unshipped order for a refund.

If Velofold is unable to fulfill an order, the amount paid for the unfulfilled portion of the order will be refunded.

How to Submit a Claim

For cancellation requests, damaged products, manufacturing issues, or other order concerns, contact:

Velofold  
Operated by: WISDOM AGE HONGKONG LIMITED 
World Trust Tower, C, 6th Floor, Central, Hong Kong Island, Hong Kong SAR  
Email: support@velofoldcurtains.com  
Phone: +1 (213) 214-1963  
Website: www.velofoldcurtains.com
When contacting us about an existing order, please include your order number so that we can assist you as efficiently as possible.