Return Policy

Last Updated: November 20, 2025

Overview

At Thivynlixai, we are committed to your satisfaction. This Return Policy outlines the terms and conditions for returning products and requesting refunds.

Custom-Made Products

Due to the bespoke nature of our products, custom-made blinds and curtains manufactured to your specifications cannot be returned or exchanged unless they are faulty or not made to the agreed specifications.

We strongly recommend reviewing all measurements and specifications carefully before placing your order. Our team is available to assist with measurement verification and product selection.

Standard Products

Standard, non-customized products may be returned within 14 days of receipt, provided they are:

• In their original condition and packaging
• Unused and uninstalled
• Accompanied by proof of purchase
• Free from damage or alteration

Faulty or Incorrect Products

If you receive a faulty product or one that does not match your order specifications, please contact us within 7 days of receipt. We will arrange for:

• Collection of the faulty or incorrect item
• Full inspection of the reported issue
• Replacement or repair at no additional cost
• Full refund if replacement is not possible

Return Process

To initiate a return, please follow these steps:

• Contact our customer service team via email or phone
• Provide your order number and reason for return
• Await authorization and return instructions
• Package the item securely in its original packaging
• Ship the item to the address provided by our team

Returns must be authorized before shipping. Unauthorized returns may not be accepted.

Refund Process

Once we receive and inspect your returned item, we will:

• Send you an email confirming receipt
• Inspect the item to verify it meets return conditions
• Process your refund within 14 business days
• Issue refund to your original payment method

Please note that it may take additional time for your bank or credit card company to process and post the refund.

Return Shipping Costs

Return shipping costs are handled as follows:

• Faulty or incorrect items: We cover all shipping costs
• Change of mind on standard products: Customer is responsible for return shipping
• Custom-made items: Not eligible for return unless faulty

Damaged During Delivery

If your product arrives damaged, please:

• Do not accept the delivery if damage is visible
• Take photographs of the damage and packaging
• Contact us immediately with your order number and photos
• Keep all packaging materials for inspection

We will arrange for a replacement or refund as quickly as possible.

Quality Guarantee

All our products are manufactured to high standards and undergo quality checks before dispatch. We stand behind the quality of our workmanship and materials.

If you experience any issues with product quality within the warranty period, please contact us for assessment and resolution.

Exclusions

The following items are not eligible for return:

• Custom-made products manufactured to your specifications unless faulty
• Products that have been installed or used
• Products damaged due to improper installation or use
• Products without proof of purchase
• Fabric samples and promotional items

Cancellations

Orders may be cancelled before production begins. Once manufacturing of custom items has started, cancellation may not be possible. Please contact us immediately if you need to cancel an order.

Consumer Rights

This policy does not affect your statutory rights as a consumer under UK law. You have the right to a refund or replacement if goods are faulty or not as described.

Contact Us

For returns, refunds, or any questions about this policy, please contact us:

Thivynlixai
Unit 18, Shepherds Business Park
Lenwade, Norwich NR9 5SG
United Kingdom
Email: info@thivynlixai.world
Phone: +441603871400