Return Policy

Last updated:

Overview

Elitesecure is committed to customer satisfaction with our curtain hanging services and textile decor products, including sheers and drapes. This Return Policy is a comprehensive document that outlines the conditions, procedures, and timeframes under which returns, exchanges, and refunds may be requested and processed. Please read this policy carefully before placing an order or scheduling an installation. By placing an order or engaging our services, you acknowledge that you have read, understood, and agree to this Return Policy. If you have any questions, we encourage you to contact us before making a purchase or commitment.

General Principles

We stand behind the quality of our curtain hanging work and the sheers, drapes, and related products we offer. Our goal is to resolve any issues fairly and in accordance with this policy. Returns and refunds are subject to the specific terms set out below, which differ depending on whether the item or service is custom-made, standard, or an installation service. We ask that you inspect all products upon delivery and report any damage or defects promptly. For installation services, we ask that you raise any concerns within the specified timeframes so we can address them while the details are fresh and we can take corrective action where appropriate.

Custom-Made and Cut-to-Order Products

Due to the custom nature of many of our curtain and drapes products, a significant portion of our sheers and window treatments are made to your specifications. This may include custom fabric selection, custom dimensions (width and length), specific heading styles (e.g., rod pocket, pinch pleat, grommet), hardware choices, and other personalized options. Custom-made and cut-to-order items are generally non-returnable and non-refundable once production has begun or the order has been cut to your measurements, because such items cannot be resold to another customer. We strongly recommend that you verify all measurements, colors, and preferences during the ordering and confirmation process. If we have provided a sample or swatch, please confirm that the color and fabric meet your expectations before authorizing production. If you have provided measurements yourself, please double-check them; we are not responsible for errors in customer-provided measurements. In rare cases, we may at our sole discretion offer a partial credit or other resolution for custom orders where we determine that we have made an error; such resolution will be decided on a case-by-case basis.

Ready-to-Hang and Standard Products

For ready-to-hang sheers, drapes, or other standard textile products that have not been custom-cut or altered to your specifications, you may request a return within fourteen (14) days of the date of delivery, subject to the following conditions. The items must be unused, uninstalled, unwashed, and in their original packaging with all tags and labels attached. Products must be in resaleable condition (free of stains, odors, damage, or signs of use). We reserve the right to refuse a return or to deduct from the refund amount if items are not in the required condition. To initiate a return, contact us through the contact form on elitesecure.world or call +1 702 602 7777. Please provide your order number (if applicable), the item(s) you wish to return, and the reason for the return. We will provide you with return instructions and, where applicable, a return authorization number (RMA). Returns received without prior authorization may be refused or delayed. You are responsible for shipping the items back to us in a secure manner; we recommend using a trackable shipping method and retaining proof of shipment. Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product). Once we receive and inspect the returned items, we will process your refund in accordance with the "Refund Process" section below.

Installation Services

Curtain hanging and drapes installation services are performed on-site at your location. If you are not satisfied with the installation work, please contact us within seven (7) days of the service date. We will work with you in good faith to address your concerns. Where the issue is due to our workmanship (e.g., uneven hanging, incorrect mounting, or failure to follow agreed specifications), we will, at our option, either reinstall or adjust the installation at no additional charge, or offer a partial or full refund of the installation fee depending on the circumstances. You must give us a reasonable opportunity to correct the work before requesting a refund. Refunds for installation services are considered on a case-by-case basis. If the issue is due to conditions at your premises (e.g., uneven walls, obstructions, or customer-provided measurements that were incorrect), we may charge for additional labor or materials required to complete or correct the work. Any damage to walls, windows, or existing structures that is caused by our installers will be addressed in accordance with our internal policies; you agree to report any such damage promptly. If you cancel an scheduled installation after we have already incurred costs (e.g., travel or preparation), we may retain a portion of any deposit or charge a cancellation fee as communicated at the time of booking.

Refund Process

When a return is approved, refunds will be issued to the original payment method used for the purchase. Please allow ten (10) to fourteen (14) business days after we receive and inspect the returned items for the refund to be processed and reflected in your account; processing times may vary depending on your financial institution. For installation service refunds, the timeline may be different and will be communicated to you when the refund is approved. We will notify you by email once the refund has been processed. If you have not received your refund within the expected timeframe, please contact us and we will investigate. Please note that original shipping charges are non-refundable for returns that are not due to our error (e.g., wrong product shipped, defect). If you received free or discounted shipping based on your order value, we may deduct the equivalent of standard shipping costs from your refund if you return only part of your order. Return shipping costs are your responsibility unless we have agreed otherwise (e.g., in the case of a defective or incorrect item). We reserve the right to refuse a refund or to issue a partial refund if items are returned in a condition that does not meet our requirements or if the return does not comply with this policy.

Exchanges

We may offer exchanges for standard sheers or drapes in cases where you received the wrong size, color, or product due to our error. If you believe you have received an incorrect item, contact us as soon as possible (within 14 days of delivery) and provide your order number and a description or photo of the item received. We will verify the error and, if confirmed, arrange for an exchange. Depending on availability, we may ship the correct item to you and request that you return the incorrect item, or we may provide return instructions and process the exchange after we receive the returned item. Exchanges for custom or made-to-order items are not typically available because such items are produced to your specifications and cannot be resold. However, we may in certain circumstances work with you to find a solution (e.g., remaking an item if we acknowledge an error on our part). Any such resolution is at our sole discretion and may be subject to additional terms or charges.

Damaged or Defective Products

If you receive a damaged or defective curtain, sheer, drapes product, or hardware, please contact us within forty-eight (48) hours of delivery. We ask that you provide photographs of the damage or defect and, if possible, of the packaging, so we can assess the issue and determine whether it occurred in transit or during production. We will work with you to resolve the issue promptly. Depending on the circumstances, we may offer a replacement (subject to availability), a full or partial refund, or another appropriate remedy. We stand behind the quality of our textile products and expect our suppliers and shipping partners to meet high standards; when they do not, we will work to make it right. Please do not install or use damaged or defective items, as this may affect our ability to offer a replacement or refund.

Hardware and Accessories

Curtain rods, brackets, finials, and other hardware may be returned within fourteen (14) days of delivery if they are unused and in their original packaging. Hardware that has been installed, assembled, or used is generally non-returnable unless it is defective. If you receive defective hardware, please contact us within 48 hours with details and, if possible, photographs; we will arrange for a replacement or refund as appropriate. Please inspect all hardware upon delivery and report any missing parts or defects immediately. We are not responsible for delays or additional costs arising from late reporting of defective or missing hardware.

Non-Returnable Items

In addition to custom-made and cut-to-order products (as described above), the following items are generally non-returnable: clearance or final-sale items (unless defective); items that have been altered by you or a third party; items that have been installed, used, washed, or damaged after delivery; and gift cards or similar instruments. If you are unsure whether an item is returnable, please contact us before placing your order or initiating a return.

Modifications to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective upon posting to elitesecure.world, and the "Last updated" date at the top will be revised. The policy that applies to your order or service is the policy in effect at the time of your purchase or booking. We encourage you to review this policy periodically. For existing orders or scheduled services, we will generally apply the policy that was in effect when you placed the order or booked the service, unless a change is required by law or we notify you otherwise.

Contact Us

If you have any questions about our Return Policy or need assistance with a return, exchange, or refund, please contact us. We are here to help ensure your satisfaction with our curtain hanging and textile decor services.

Elitesecure
4060 Schiff Dr, Las Vegas, NV 89103, United States
Phone: +1 702 602 7777

You may also reach us through our contact form on elitesecure.ddd. Please include your order number (if applicable) and a clear description of your request. We will endeavor to respond within a reasonable timeframe and to resolve your concern in accordance with this policy.