Returns and guarantee

We want you to be delighted with your Sona blinds. This page explains how returns work for made-to-measure products, your statutory rights, our guarantee, and how to report a fault. It sits alongside our full Terms and Conditions of Sale, which govern every order.

Made-to-measure and bespoke goods

Almost every product we supply is made to your measurements and specification. Because these goods are made to order and personalised to you, they are not eligible for the cancellation or change-of-mind return that applies to standard off-the-shelf goods bought online. This does not affect your statutory rights, and it does not affect your rights where goods are faulty (see below).

Cancelling or changing an order

Once we have accepted your order, it cannot be cancelled except by written agreement with us, because manufacturing is booked and materials are committed. Where we do agree to a cancellation, you would be responsible for the costs we have already incurred. If you think you need to change or cancel, please contact us as soon as possible and we will do what we can to help.

If your goods are faulty

Your goods carry a 24-month guarantee period, as set out in our Terms and Conditions and any product warranty document supplied with your order.

• Faults visible on delivery. If a fault is apparent when your goods arrive, please refuse delivery of the affected goods, or sign for them as “condition and contents unknown”, and give us written notice within 5 working days of delivery.
• Faults that appear later. If a fault appears during the 24-month guarantee period, please tell us within 5 working days of it becoming apparent.

In either case, we will first help you identify the cause, referring to the safety and care instructions and any product warranty document supplied with your goods. Where the goods are genuinely defective, we will, at our option, repair or replace them, or refund the price of the defective goods. Where we replace goods, the original guarantee period continues to apply.

Please note that a repair or replacement does not include the cost of transport, dismantling or refitting, or the replacement of consumables such as batteries, and that for on-site work more than two hours’ travel from our factory we may need to pass on travel costs.

How to start a return or report a fault

Please contact our customer services team before returning anything. Goods may not be returned to us without our prior written agreement.

• Email: info@sonashades.com
• Telephone: 01772 288200

If we agree a return, please note:

• Goods are returned at your own risk, so please use a secure, tracked service and keep your proof of postage, and insure the parcel where appropriate.
• Please include your proof of purchase.
• Where the goods are faulty or otherwise not as they should be under our terms or your consumer rights, we will cover your reasonable return costs. In other cases, at our discretion, we may issue a credit note.

What is not covered

Our guarantee does not cover:

• Fair wear and tear, including fabric relaxing or sagging over time through heat and everyday use.
• Damage from misuse, accident, wilful damage, or failure to follow the fitting, use, care or safety instructions supplied.
• Faults caused by fitting to an unsuitable surface or with unsuitable fixings, or by connection to an unsuitable or non-standard power source.
• Minor variation in fabric or finish between production batches, which can mean a finish does not exactly match a previous sample or brochure image.

None of the above affects your statutory rights.

Your statutory rights

Nothing in this policy or in our Terms and Conditions reduces your statutory rights as a consumer. If you would like advice on those rights, you can contact your local Citizens Advice service.

Company details

Sona Shades Ltd is a company registered in England, company number 12405458. Registered office: Reedham House, 31 King Street West, Manchester M3 2PJ. Our terms are governed by the laws of England and Wales.