Warranty & Returns
The ID Guarantee
Our Commitment to Customer Satisfaction
At Indulgence Decor, we strive for seamless project execution. However, we understand that unexpected issues may arise. That’s why we have a comprehensive warranty and repair policy in place to ensure your satisfaction. Please take a moment to review the following sections, which provide specific information regarding our warranty coverage for both custom products and readymade items.
CUSTOM PRODUCT & SERVICES
Quality Assurance for Custom Products
Rest assured, all of our custom products come with a 30-day guarantee from the date of initial delivery. This timeframe allows for any potential flaws to become apparent early on. We kindly ask you to inspect your product upon arrival. If you are not planning to hang your drapery immediately, please inform us in advance. It’s important to note that storing drapes on a hanger for an extended period of time can lead to creases and damage. As our custom items are made-to-measure, they are non-refundable.
The finished length of the product may experience slight changes over time due to the fabric’s nature. Please review the Fabric section below for more information. If you have any concerns about the length, our customer support team is here to help.
If your item has a defect or manufacturing flaw, we will repair the item, if it cannot be repaired we will replace the item. If the flaw is minor in nature, we will offer you an appropriate discount on the item as an option to consider. Note: normal wear and tear is not considered a defect or a flaw. Shipping or delivering items back for repair or replacement is the responsibility of the client. We will work with you to coordinate the best transportation method.
We hope through our consultation phase this never happens but if the defect in the product is due to a client error, we will work with you to correct it at a minimal cost. However, we cannot correct the item at no charge. Sometimes these things happen, we will try to make it less painful!
If the client has chosen not to get a professional check measure, we require them to sign a release form and the client is responsible for the accuracy of the measurements indicated on the invoice.
Want to make a change after it goes into production (we’ve all been there). We will let you know what is possible but if the project is too far into production, we will decide together if we should proceed or start a new estimate for the alteration or new product.
We inspect our Materials thoroughly before starting a project but can’t be held responsible if proper care was not followed. Certain fabrics can expand or shrink when exposed to sunlight and humidity and your items may change overtime – this is a natural characteristic of fabric and not a manufacturing flaw.
Measure twice. Cut once. Maybe measure once more time just in case! It is the responsibility of the client to provide accurate measurements. If you don’t want that weight on your shoulders, we can arrange a professional check measure service — we only offer this service in Philadelphia and surrounding area. (Main line, including but not limited to Gladwyne, Bryn Mawr, Wayne, Radnor, Villanova, Narbeth, Villanova…) Think of it as insurance. If you are not local no problem, we offer virtual consultations on Larger Project. Sometimes an Indulgence Decor designer will come on-site to do a consultation and will take quick measurements but we always ask the client to sign-off on all final measurements before proceeding.
Care & Maintenance
Washing machines are great for clothing, not so much for custom drapery! We recommend consulting with a dry cleaner who specializes in drapery and upholstery. We can’t be held responsible for any dry cleaning outcomes as they are out of our control and oversight. Window treatments do not require a lot of maintenance and often a drapery vacuum attachment or a quick steam will do the trick. Did your kid draw on your new drapes with marker? Send us an email and we will try to help you out (or at least provide a shoulder to cry on).
Hardware, Third-Party Products and Sub-Contractors
We source from reputable suppliers, if there is a defect with their product or service, we will connect with the supplier to try and sort out the issue but will be limited to their specific warranty and terms. We also work with amazing installers and trades. If there is an issue with their service, we will connect you directly to seek assistance.
READYMADE STOCK ITEMS IN OUR SHOP
We are happy to offer a return for store credit within 30 DAYS of your purchase with the original receipt. The item must be received in the same condition it was sold in and in the original packaging.
Send us an email regarding your return with a copy of your receipt and we will provide a shipping address for your return. Original shipping fees are non-refundable and return shipping is the responsibility of the purchaser.
A store credit will be issued to you in the form of a gift card. This gift card can be used on any future purchases, custom sewing or design Service.
We do not offer refunds unless there is a defect or manufacturing flaw with the product. Please double check measurements and details in the listing before purchasing. Sale items are a final purchase and are not eligible for a return for credit.
If you have any questions regarding our return policy, or if you are unsure of sizing and details of a product you are interested in, please contact us, we would be happy to help!
Any design services purchased online are non-refundable. Custom design services will be quoted on an hourly rate. Our hourly rate will apply to a specific project and is subject to change. Only executed hours will be invoiced and the client can request a maximum amount of hours spent on a phase or project.
Hours are typically invoiced monthly or upon completion of each stage.
For custom design services, a retainer is required upon commencement of the project and will apply to the first 10 hours of work (not including any work provided by sub-contractors). The retainer fee is non-refundable should the client terminate the project before the 10 hours is completed.
Invoices are due upon receipt. Our working hours are Monday – Friday, 9am – 5pm – excluding all statutory holidays, scheduled vacation time and studio closures.
SALES AND PROMOTIONS
Any sales or promotions offered by Hemme cannot be combined with any other discounts and are subject to change without notice. Discounts cannot be applied to previous purchases or redeemed for cash. Sales and promotions may exclude certain products and services.