Refund policy
Because all Ibiza Premium Shades products are custom-made to order to each customer's specific measurements and specifications, our return policy differs from standard retail. Please read carefully before placing your order.
1. Our Quality Guarantee
Every Ibiza Premium Shade is produced under our quality control process. We stand fully behind our craftsmanship and guarantee:
- Products will be free from manufacturing defects upon arrival
- Products will match the specifications confirmed in your order
- Mechanisms will function smoothly for the warranty period
- Fabric will match the color and pattern of your approved sample
If any of the above is not met, we will repair, replace, or refund — at our discretion.
2. Eligible Returns
We accept returns or replacements for the following reasons:
- Manufacturing defect: Damaged mechanism, torn fabric, misaligned components
- Incorrect product: Wrong product, color, or fabric shipped (not matching approved order)
- Wrong size: Dimensions do not match those confirmed in the order (measurement confirmed by us)
- Transit damage: Damage during shipment (subject to carrier claim process — see Shipping Policy)
- Warranty claims: Within the applicable warranty period (see Warranty section)
3. Non-Returnable Items
Due to the custom-made nature of our products, the following are not eligible for return:
- Products produced to measurements provided incorrectly by the buyer
- Products with color or fabric selected incorrectly by the buyer (we strongly recommend requesting fabric samples before ordering)
- Products used, installed, or damaged after delivery
- Products ordered in error (wrong product type, quantity)
- Products for which "change of mind" is the only reason
- Sample swatches and fabric samples
- Products customized with buyer-supplied artwork or prints
4. Return / Claim Process
If your product qualifies for a return or replacement:
Step 1: Notify Us (Within 14 Days of Receipt)
Email support@ibizapremiumshades.com or WhatsApp us with:
- Your order number
- Description of the issue
- Clear photos or video showing the defect or damage
- Photo of the product label/identification tag
Step 2: Review (Within 2-5 Business Days)
Our quality team reviews your claim and, if approved, issues a Return Merchandise Authorization (RMA) with return instructions or confirms replacement without return (for smaller items, we may waive return shipping).
Step 3: Resolution
Depending on the issue, we offer one of the following resolutions:
- Repair: We repair the product and ship it back (for mechanism issues).
- Replacement: We produce a new product and ship at our expense (for defects or incorrect items).
- Partial refund: Where repair or replacement isn't practical, we issue a proportional refund.
- Full refund: In rare cases where none of the above resolves the issue.
5. Order Cancellation
- Before production begins: Full refund available. Please notify us within 24 hours of order placement.
- After production begins but before shipment: 50% refund possible, subject to materials cost recovery.
- After shipment: Cancellation not possible; please review "Eligible Returns" section.
6. Warranty
All Ibiza Premium Shades products carry the following limited warranty:
- 5 years on all mechanisms (chain, motor, brackets, controls)
- 2 years against manufacturing defects in fabric
- 1 year against fabric color fading (in non-direct-sunlight applications)
Warranty is void if:
- Product has been modified after delivery
- Damage is caused by improper installation (not per our Installation Guide)
- Damage is caused by improper use or cleaning
- Product has been exposed to extreme weather, water damage, or chemical exposure
- Mechanisms have been forcibly over-tensioned or misused
7. Dealer / Wholesale Returns
Dealer orders are governed by the Dealer Agreement signed at partnership onboarding. General principles:
- Defect claims follow the same process as retail but with dedicated dealer support
- Stock items (non-custom) may be eligible for restock return within 30 days at 15% restocking fee
- Dealer warranty passes through to end customer; claims should flow dealer → us
- For display/showroom samples, see Dealer Agreement for specific terms
8. Refund Processing
Approved refunds are processed to the original payment method:
- Credit card refunds: 5-10 business days
- Bank wire refunds: 3-7 business days after claim approval
- PayPal refunds: Within 24 hours of approval
Original shipping costs are non-refundable except in cases of our error.
9. Return Shipping Costs
- If the return is due to our error or a manufacturing defect: we pay return shipping.
- If the return is due to buyer error or change of mind (when acceptable): buyer pays return shipping.
10. Consumer Rights (EU & UK)
For retail consumers in the EU and UK, your statutory consumer rights under the Consumer Rights Act and the Consumer Rights Directive apply in addition to this policy. Custom-made goods are typically exempt from the standard 14-day cooling-off period, but your rights regarding product defects remain fully protected.
11. Dispute Resolution
We're committed to resolving any issue fairly and quickly. If you are not satisfied with our resolution:
- Request escalation to the İBZE family leadership (sales@ibizapremiumshades.com)
- EU consumers can use the European Online Dispute Resolution platform (ec.europa.eu/consumers/odr)
- For dealer disputes, refer to the arbitration clause in your Dealer Agreement
12. Contact Us
For all returns, claims, and warranty matters:
- 📧 Email: support@ibizapremiumshades.com
- 📞 Turkey: +90 539 619 67 28
- 💬 WhatsApp: +90 539 619 67 28