Refunds & Returns

Last updated 12 August 2026. This policy sets out your rights as a consumer buying from us in the United Kingdom.

Your 14-day right to cancel

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving them, for any reason. To cancel, email us at theteam@ceilingcurtaintrack.co.uk with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must be returned in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You are responsible for the cost of returning the goods unless we agree otherwise or the item is faulty.

Track that we cut to your length

There is an exception to the cancellation right, and we would rather explain it clearly here than surprise you later.

Our curtain track is sold by the metre and cut to the length you order. That makes it goods made to your specification, and under regulation 28 of the same Regulations the 14-day change-of-mind cancellation right does not apply to goods of that kind. In practice: once we have cut a length for you, we cannot return it to stock or sell it to anyone else.

Stock items that are not cut to order, such as the cordless screwdriver, carry the full 14-day right to cancel as described above.

Because of this, please ask before you order if you are unsure how much length you need or how to measure an unusual shape. Email us at theteam@ceilingcurtaintrack.co.uk and we will help you work it out. We would much rather answer a question than have you order the wrong length.

Faulty, damaged or incorrect items

This part applies to everything we sell, including track cut to length. Nothing above affects it.

If your order arrives faulty, damaged, or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a repair, a replacement, or a refund, and we pay the cost of returning the item.

If you tell us within 30 days of delivery that the goods are faulty, you have the short-term right to reject them for a full refund.

Damaged in transit

If a parcel arrives damaged, please email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

How to return something

Email theteam@ceilingcurtaintrack.co.uk with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back so we can make sure it reaches the right place and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods, and payment providers typically take a few further working days to show the money back on your statement.

Cancelling before dispatch

Any order can be cancelled before it is dispatched, including cut-to-length track, as long as we have not already cut it. If you need to change or cancel an order, email us as soon as you can and we will tell you where it has got to.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.