Refund policy

Every blind in this store is custom-made for your window using the measurements and options you provide, so it cannot go back on a shelf. We do not offer change-of-mind returns or refunds on custom-made blinds.

Measurements and your order

Please check each window’s measurements and selected options before ordering. If your blind is made correctly to your order but the measurements you provided are incorrect, a free remake is not included. Contact us to discuss the available options and any cost before you decide. This does not change how we handle manufacturing defects, delivery damage or errors made by Novo, and does not limit your statutory consumer rights.

These measurement terms apply to orders placed when this online store launches. Terms already promised for an earlier purchase or written offer remain in place.

Damaged or defective on arrival

If a blind arrives damaged or with a manufacturing defect, it is on us. Please email contact@novoblinds.ca within 7 days of delivery with a photo of the box and the blind, so we can investigate promptly. This reporting request does not limit your statutory rights or the defect warranty below. We repair or replace at no charge and cover the shipping.

The 5-year warranty

Every blind we ship is warranted for 5 years from delivery against defects in materials and workmanship under normal home use: components, brackets, fabric delamination, and cordless or motor mechanisms. If a part fails, we repair or replace it. The warranty does not cover damage from misuse, improper installation, alterations, or normal wear such as fading.

Wrong item shipped

If we built or shipped something other than what you ordered, we make it right at our cost. Email us with your order number and a photo.

Fabric samples

Sample swatches are free; C$25 per sample pack covers postage. Because the swatches are cut to order and the fee is postage, sample orders are not refundable for change of mind. This does not limit remedies for non-delivery, an incorrect order or any statutory cancellation right.

Cancelling an order

You can cancel for a full refund before we send the confirmation that your blind is entering production. Once a blind is in production it has been cut to your size and can no longer be cancelled or refunded.

The automatic checkout receipt is not the production-start confirmation. Nothing in this policy removes a cancellation or refund right provided by applicable consumer protection law.

How refunds are paid

Where a refund applies, it goes back to the original payment method. Allow 5 to 10 business days for your bank or card issuer to post it.

Standalone accessories

You can return unused, uninstalled standalone accessories, including Wi-Fi hubs, within 14 days of delivery. Email contact@novoblinds.ca with your order number to arrange the return. You pay the return postage. This change-of-mind policy does not apply to custom-made blinds or a motor already fitted to a custom blind, and does not limit remedies for faulty, damaged or incorrect goods or your statutory rights.