For curtain retailers · Remakes and callouts
Paying for your supplier’s mistakes?
What a supplier might tell you, crossed out: “Bring it back in and we’ll have a look.”
What we say instead: If we made it wrong, we put it right, and we pay the freight.
Under our Made to Spec Guarantee, a confirmed manufacturing issue gets put right: we choose the fix, and if it has to come back to the factory, standard freight both ways is on us. Tell us within 30 days of installation or first use, or 60 days of dispatch, whichever comes first, starting with photos or video.
What it costs you
- Your installer loses half a day going back to a job that wasn’t their mistake.
- You pay the freight to send it back, then wait to hear whose fault it was.
- Your customer takes time off twice for one set of curtains.
What you can be certain of
JOB SPDY-2012 · REMAKES AND CALLOUTS
- 01
- We commit to
- The Made to Spec Guarantee in Melbourne metro.
- How you’ll know
- Melbourne metro means PTV train zones 1 and 2, not the Stony Point line, judged by where the curtains are installed.
- If something goes wrong
- We choose the fix: send the part, come to site in business hours, or bring it back to the factory, and if it comes back, standard freight both ways is ours.
- 02
- We commit to
- The Made to Spec Guarantee outside Melbourne metro.
- How you’ll know
- There are no site visits outside Melbourne metro, so the fix is a replacement part or a return to the factory.
- If something goes wrong
- A part goes by standard freight at our cost. If it has to come back, we pay standard freight both ways.
- 03
- We commit to
- Faults in fabric, materials and components we supplied.
- How you’ll know
- They’re Quality Defects, even when they only show up after cutting, sewing or installation, and so is a missing internal part. Normal fabric variation, like a dye lot difference, isn’t a fault.
- If something goes wrong
- We choose the fix. Where a part will do it, we send the part by standard freight; where it won’t, we cover one return and one redispatch by standard freight, and a remake waits on replacement fabric being available.
- 04
- We commit to
- A clear window to tell us.
- How you’ll know
- 30 days from installation or first use, or 60 days from dispatch, whichever comes first, starting with clear photos or video.
How a claim works
Tell us, with photos
Within 30 days of installation or first use, or 60 days of dispatch, whichever comes first. Tell us in writing with the job number and clear photos or video. The Order app lets you report it from your phone.
We check it against your order
We compare what we made with your accepted order and our written tolerances. A result inside the tolerance counts as made to spec. We may ask for measurements, more photos, or to see it.
If it’s ours, we fix it
In Melbourne metro we choose how: send the part, come to site in business hours, or bring it back to the factory. Outside Melbourne metro it’s the part, or back to the factory with standard freight both ways on us.
Fixed to factory standard
A replacement part is only the fix when it gives the same finish, fit and function as if we’d made it right the first time. When it can’t, the work comes back to the factory.
Claims have time limits, so tell us early rather than late.
Who pays for what, on a confirmed claim
| On a confirmed claim | Melbourne metro | Outside Melbourne metro |
|---|---|---|
| Who chooses the fix | We do: a part, a site visit, or back to the factory | We do: a part, or back to the factory |
| A site visit | If we choose one: business hours, up to two visits per order and address | Not offered |
| Back to the factory | Standard freight both ways, ours | Standard freight both ways, ours |
| A fault in fabric or a component we supplied | We choose: the part by standard freight, or one return and one redispatch | We choose: the part by standard freight, or one return and one redispatch |
| Your installer’s time and travel | Not reimbursed | Not reimbursed |
Standard freight doesn’t include remote area, express or special handling charges.
Key facts
- Claim window
- 30 days from installation or first use, or 60 days from dispatch
- Whichever comes first
- What to send first
- Clear photos or video
- Melbourne metro
- PTV train zones 1 and 2, not the Stony Point line
- Judged by the installation address
- Freight on a return to the factory
- Ours, both ways
- On a confirmed claim, by standard freight
- Site visits in Melbourne metro
- Up to two per order and address
- When we choose a site visit
Questions retailers ask
What counts as your mistake?
A manufacturing issue: something we made that doesn’t match your accepted order once our written tolerances are allowed for: the wrong size, make up, sewing or assembly, or the wrong fabric, colour or component. A fault in fabric or a component we supplied is a Quality Defect, and we handle that too.
What the Made to Spec Guarantee doesn’t cover: ordering errors or wrong measurements, installation error, misuse, or damage after delivery.
How long do I have to tell you?
30 days from installation or first use, or 60 days from dispatch, whichever comes first. If you spot it when you open the carton, tell us straight away, and within the 60 days at the latest.
A missing carton, or damage you can see on the outside of one, is different: on freight we arrange, tell us within 14 days of delivery.
What do you need from me?
Clear photos or video first, with the job number, in writing, then anything else we need to check it, such as measurements. Please don’t repair or alter it before we’ve agreed in writing, apart from anything needed to keep people safe.
Who pays the freight?
On a confirmed claim: if it has to come back to the factory, we pay standard freight both ways, in Melbourne metro and outside it. A replacement part for a Quality Defect, or for a manufacturing issue outside Melbourne metro, goes by standard freight at our cost. It’s standard freight only: remote area, express and special handling charges aren’t covered.
Do you pay my installer?
No, and we’d rather say so now. We don’t reimburse installer labour, travel or call out costs. In Melbourne metro, if we choose to come to site, we do the fix ourselves. If we send a part, fitting it is on your side.
What if it’s within tolerance?
Then it’s made to spec, not a manufacturing issue. A result inside our written tolerances counts as compliant.
If we arranged freight to bring it back for assessment, that freight is yours to reimburse. And in Melbourne metro, if the photos point away from a manufacturing issue but you’d still like a site inspection, a call out fee can apply, refunded or waived if the visit shows it’s ours.
The other reasons retailers switch
Their mistakes costing you your reputation
Checked twice before it leaves, and owned if it’s wrong.Quality that’s hit and miss
Made to your order within written tolerances, and checked before it’s packed.Dates that keep getting pushed back
What moves a date, spelled out, and word as soon as your fabric goes on back order.Never knowing where a job is up to
Each part of every job shows its stage in the Order app.Losing jobs to someone faster
Standard curtains in an estimated 5 business days.No one to ask when a job gets tricky
One number for calls, texts and WhatsApp, in business hours.A supplier who also sells to your customers
Wholesale only. It’s clause 2.1 of our trading terms.Losing jobs on price
One price list for every retailer, and $0 extra for an urgent job.Looking for a new curtain manufacturer?
Manufacturing curtains, delivering certainty.
Start with one job
No application, no minimum, no contract.
Send us one job and see how it comes back. Most retailers start that way.
Tell us what you sell, where you work and what you need from a workroom. We’ll tell you plainly whether we’re the right fit, and if we’re not, we’ll say that too.