Return, Refund and Satisfaction Policy

This Return, Refund and Satisfaction Policy applies to products and services purchased from:

• saveonblinds.com
• Save On Blinds representatives
• Save On Blinds showrooms; and
• other authorized sales channels operated by Rightlook Window Fashions Ltd

Save On Blinds is operated by:

• Rightlook Window Fashions Ltd

Operating as Save On Blinds

Unit 4, 699 Gardiners Road

Kingston, Ontario K7M 3Y4

Canada

Telephone: 613-900-1971

Email: hello@saveonblinds.com

In this policy, "Save On Blinds," "we," "us" and "our" refer to Rightlook Window Fashions Ltd.

"Customer," "client," "you" and "your" refer to the purchaser of the applicable products or services.

This policy forms part of the Save On Blinds Terms of Service and Online Sales, the accepted order, applicable warranty terms and any separate written quotation, measurement agreement, installation agreement or sales contract.

Most window coverings sold by Save On Blinds are custom or made-to-order products manufactured according to customer-specific information, including:

• measurements
• product type
• fabric
• colour
• pattern
• hardware
• mounting method
• control type
• control side
• roll direction
• motorization
• operating system
• quantity; and
• other selected options

Because these products are manufactured for specific customers and window openings, they normally cannot be restocked or resold.

Subject to rights that cannot legally be excluded, custom and made-to-order products are final sale once material ordering, cutting, programming, fabrication or manufacturing has begun.

Custom products are not eligible for return, exchange or refund merely because:

• the customer changes their mind
• the customer no longer wants the product
• the customer does not like a colour, fabric, texture, opacity, pattern or style they selected
• the product does not coordinate with the customer's décor
• the customer ordered the wrong product or option
• the customer supplied incorrect measurements
• the customer selected the wrong mount type, control side or roll direction
• the customer misunderstood the product's appearance or operation
• the customer did not request or review an available sample
• the customer's renovation plans changed
• the installation area changed after measurement; or
• the product cannot be resold to another customer

Subject to mandatory legal rights, no refund will be available where all of the following conditions are satisfied:

• The product was manufactured according to the measurements, specifications and selections supplied or approved by the customer

The product's dimensions, appearance, materials, construction and operation are within generally accepted window-covering industry standards, disclosed product specifications and reasonable manufacturing tolerances.

Save On Blinds did not cause an unreasonable delay that was materially within its control.

Accordingly, a refund will not be available where the order was supplied substantially as requested and the concern relates to:

• customer preference
• customer-supplied measurements
• an approved product selection
• a normal material characteristic
• a reasonable manufacturing tolerance
• colour or appearance differences caused by a screen, device, lighting or surrounding environment
• a reasonable production, shipping, delivery or installation delay
• a back order accepted by the customer
• shipping damage being addressed through repair, replacement or remake
• a supplier or carrier delay outside our reasonable control
• an installation issue caused by customer self-installation
• a change to the floor, window, wall or surrounding installation area; or
• a matter otherwise addressed by an applicable warranty remedy

A product is not defective merely because its final appearance or operation differs from the customer's subjective expectations where the product remains within its specifications and reasonable industry-standard tolerances.

Customers are responsible for reviewing and confirming all measurements and product selections before submitting or approving an order.

This includes confirming:

• product type
• quantity
• width and height
• inches or millimetres
• inside mount or outside mount
• fabric and colour
• control type and control side
• roll direction
• hardware and fascia colour
• motorization options
• power requirements
• installation method; and
• room or window identification

A product manufactured correctly according to customer-supplied or customer-approved measurements is not defective because it does not fit the intended opening.

A product manufactured according to customer-approved selections is not defective because the customer later dislikes the colour, fabric, texture, opacity, pattern, control type or overall appearance.

Where Save On Blinds performed and accepted responsibility for the final measurements, measurement concerns will be reviewed under the applicable measurement agreement and warranty procedures.

Products are not eligible for return, refund or remake solely because they exhibit normal material characteristics or remain within reasonable window-covering industry tolerances.

A product is not considered defective where its final appearance, dimensions, operation or construction fall within generally accepted window-covering industry standards, normal manufacturing tolerances or the natural characteristics of the selected material.

Normal characteristics may include:

• minor dimensional variations
• reasonable light gaps
• minor differences in bracket, cassette, fascia or valance alignment
• slight fabric movement during operation
• minor fabric waviness
• reasonable fabric tracking or telescoping that can be adjusted
• dye-lot, weave, texture or grain variation
• minor differences between samples and finished materials
• pattern-placement differences
• normal operating sounds
• variations in operating force
• reasonable differences between products of different sizes
• minor fraying in fabrics naturally susceptible to fraying
• edge cupping or curling on wide shades
• vertical twist in narrow shades with long drops
• tube or bottom-bar deflection on very wide or heavy shades; and
• reasonable vane or band alignment differences between adjacent dual or zebra shades

Website images, digital renderings, visualization tools, photographs, videos and physical samples are intended to provide a reasonable representation of the selected product.

They cannot guarantee that the finished product will appear exactly the same in every setting, device, window or viewing condition.

A product is not considered defective and will not qualify for a return, remake or refund solely because its appearance is affected by the factors described in this section.

Products are measured and manufactured according to the dimensions and site conditions existing when measurements are taken or approved.

Customers must advise Save On Blinds before production if planned work or changes may affect the:

• available space
• mounting location
• floor level
• product clearance
• finished fit; or
• safe operation of the product

Relevant changes may include:

• installing or replacing carpet
• adding an area rug or floor mat
• installing new flooring
• adding flooring underlay
• raising or levelling a floor
• installing tile, hardwood, laminate or vinyl
• replacing trim or baseboards
• adding furniture or built-in fixtures
• adding a window sill, ledge or obstruction
• adding decorative objects below the product
• changing a ceiling or bulkhead
• replacing windows; or
• otherwise changing the measured opening or surrounding area

For floor-length blinds, shades, curtains, drapery, vertical blinds and panel tracks, adding carpet, flooring, rugs, furniture or another object after measurement may reduce the available clearance and change the product's fit or operation.

This may cause a product to:

• touch or drag on the floor
• rest on carpet or another object
• bunch, bend or wrinkle
• operate with increased resistance
• appear longer than intended
• fail to clear furniture or fixtures; or
• require alteration or reinstallation

Where a product was manufactured correctly according to the measurements and site conditions existing when the order was measured or approved, a later change to the floor, furnishings or installation area is not:

• a measurement error
• a manufacturing defect
• an installation defect; or
• the responsibility of Save On Blinds

Any alteration, remanufacturing, relocation or reinstallation required because of new carpet, flooring, furnishings, renovations or other site changes may be subject to additional charges.

Customers must inspect products promptly after delivery or installation.

A customer who believes a product is damaged, defective, incorrectly manufactured or materially different from the accepted order should contact Save On Blinds promptly and provide:

• the customer's name
• the order number
• a description of the concern
• photographs or video
• relevant measurements
• photographs of the packaging where shipping damage occurred; and
• any other information reasonably required to investigate the concern

Customers must retain the product, components and original packaging until advised that they may be discarded.

We may require reasonable troubleshooting, adjustment or inspection before determining whether the product is defective.

Where a product is confirmed to be damaged, defective or incorrectly manufactured, the appropriate remedy may include:

• adjustment
• troubleshooting
• repair
• replacement parts
• replacement fabric
• remake
• replacement; or
• refund where another remedy is not appropriate or where required by law

Save On Blinds may select a reasonable remedy based on:

• the nature of the concern
• the applicable warranty
• whether the product can be repaired or adjusted
• the cost and practicality of available remedies
• manufacturer requirements
• the accepted order; and

applicable law.

A refund is not automatically required where the issue can reasonably be corrected through adjustment, repair, replacement parts, remake or replacement.

Visible shipping damage should be reported as soon as reasonably possible.

Customers should:

• photograph the unopened package where practical
• photograph all visible packaging and product damage
• note the damage with the carrier where possible
• keep all packaging
• avoid installing a visibly damaged product unless instructed otherwise; and
• contact Save On Blinds promptly

Products damaged during shipping may be repaired, remade or replaced as appropriate.

Producing and delivering a replacement product may extend the original estimated completion date.

A reasonable delay caused by:

• shipping damage
• a carrier investigation
• processing a freight claim
• obtaining replacement materials; or
• manufacturing a replacement product
• will not, by itself, create a right to a refund

Estimated manufacturing, shipping, delivery and installation dates are not guaranteed unless expressly identified in writing as guaranteed dates.

A delay will not normally be considered unreasonable or within the control of Save On Blinds where it results from circumstances such as:

• supplier back orders
• material shortages
• discontinued products
• supplier or manufacturer delays
• carrier delays
• shipping damage
• replacement of products damaged in transit
• customs or border delays
• severe weather
• labour disruptions
• power or telecommunications failures
• public emergencies
• force-majeure events
• incomplete or inaccurate customer information
• customer-requested changes
• customer unavailability
• unsafe or incomplete installation conditions; or
• another event outside our reasonable control

Where part of an order is on back order and the customer accepts the delay, the affected portion may be completed after the original estimated or contractual completion date.

Where a significant delay is materially within the control of Save On Blinds, we will assess the circumstances and provide any remedy required by the accepted agreement and applicable law.

Customers should contact Save On Blinds immediately to request an order change or cancellation.

A requested change or cancellation is not effective unless confirmed by Save On Blinds in writing.

Before material ordering, cutting, programming or production begins, we will make reasonable efforts to accommodate a requested change or cancellation.

After production or material commitment begins:

• cancellation may not be possible
• the deposit or payment may be non-refundable
• committed material and production costs may be charged
• changes may require a new order; and
• additional production and delivery time may apply

Where a supplier or manufacturer discontinues a product, fabric, colour, component or operating system, we may offer:

• a comparable substitute
• an alternative product
• a revised order
• cancellation and refund of the affected item; or
• cancellation of the order where the discontinued item is material to the overall transaction

No material substitution will be made without customer approval where approval is required.

Nothing in this section limits a statutory cancellation right that cannot legally be excluded.

In rare circumstances, Save On Blinds may voluntarily offer a refund even where no refund is legally or contractually required.

A discretionary refund:

• is considered individually
• is not guaranteed
• does not establish a precedent
• may be subject to written conditions
• may exclude installation, measurement, shipping, service or other completed charges
• may be reduced by lawful and non-recoverable costs; and
• must be approved in writing by an authorized representative of Save On Blinds

Where a discretionary refund is offered, the customer may be required to return the product before the refund is issued.

Unless Save On Blinds agrees otherwise in writing, the customer may be responsible for:

• uninstalling the product
• properly packaging the product
• arranging return transportation
• paying return shipping or delivery costs
• obtaining appropriate shipping insurance; and
• assuming the risk of loss or damage during the return

The product must be returned in the condition and by the deadline specified in the written refund authorization.

A refund may be withheld or adjusted if the product:

• is not returned as required
• is returned incomplete
• is damaged after delivery
• is improperly packaged
• is altered
• is missing components; or
• is not received by the agreed deadline

These return-cost provisions apply only to a voluntary discretionary refund. They do not override any legal requirement that Save On Blinds retrieve a product or pay return costs following a valid statutory cancellation.

Approved refunds will generally be issued to the original payment method.

Where the original payment method is unavailable, expired or unsuitable, we may issue the refund through another reasonable method after verifying the customer's identity.

Processing times may vary according to:

• the payment provider
• the financial institution
• the return and inspection process
• financing-provider requirements; and
• the circumstances of the refund

Refunds will be processed within the period required by applicable law.

Shipping, measurement, installation, programming and other completed service charges are non-refundable unless:

• the service was not provided
• the service was materially deficient and not reasonably corrected
• a refund was expressly approved in writing; or
• a refund is required by law

The Save On Blinds Satisfaction Policy is intended to assist customers who receive the correctly manufactured product they ordered but later decide that they do not like their own product, fabric, colour, style or other selection.

This is a voluntary customer-service benefit. It is not a refund, warranty or admission that the original product is defective.

A warranty claim is different from a return or satisfaction request.

Where a product has a covered manufacturing, material, motor or component defect, the applicable warranty may provide:

• troubleshooting
• adjustment
• repair
• replacement parts
• remake; or

replacement.

A warranty does not necessarily provide a refund where the product can reasonably be repaired, adjusted, remade or replaced.

Warranty coverage does not normally include:

• normal material characteristics
• reasonable industry tolerances
• customer preference
• screen-to-screen colour differences
• changes caused by daylight or artificial lighting
• effects caused by window screens, tint or films
• effects caused by surrounding décor
• fit changes caused by renovations, flooring or furnishings; or
• damage caused by improper use or installation

Customers should contact Save On Blinds before initiating a payment dispute so that we have a reasonable opportunity to investigate and resolve the concern.

A chargeback does not create a contractual right to a refund where:

• the custom product was properly manufactured
• the order was fulfilled according to accepted specifications
• the concern is based on customer preference
• the concern relates to a disclosed environmental or appearance variation
• a warranty remedy is available
• the customer has not provided a reasonable opportunity to inspect or correct the concern; or
• the customer is otherwise not entitled to a refund

Nothing in this section prevents a customer from exercising legitimate rights available through a payment provider or applicable law.

Nothing in this policy limits, excludes or waives any right or remedy that cannot legally be limited, excluded or waived.

Depending on the circumstances, applicable law may provide rights relating to:

• unfair business practices
• materially misleading representations
• defective or unmerchantable goods
• internet-agreement disclosure requirements
• failure to provide a copy of an agreement
• late delivery
• unauthorized substitutions
• statutory cancellation; or
• other consumer-protection matters

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will govern.

To report a concern or request consideration under this policy, contact:

• Rightlook Window Fashions Ltd

Operating as Save On Blinds

Unit 4, 699 Gardiners Road

Kingston, Ontario K7M 3Y4

Canada

Telephone: 613-900-1971

Email: hello@saveonblinds.com

Please provide:

• your name
• order number
• installation or delivery date
• a description of the concern
• photographs or video
• relevant measurements; and
• the resolution you are requesting

Submitting a request does not guarantee approval of a return, refund, remake, replacement or satisfaction credit.

We may update this policy to reflect changes to:

• products
• manufacturers
• warranties
• customer-service programs
• business practices; or

applicable law.

The version in effect when an order is accepted will generally apply to that order unless:

• the customer agrees otherwise
• a later version provides the customer with a greater benefit; or
• a change is required by law

Questions concerning returns, refunds, remakes, warranties or the Satisfaction Policy may be directed to:

• Rightlook Window Fashions Ltd

Operating as Save On Blinds

Unit 4, 699 Gardiners Road

Kingston, Ontario K7M 3Y4

Canada

Telephone: 613-900-1971

Email: hello@saveonblinds.com