Refund policy
BTTO Return and Refund Policy
BTTO is committed to delivering handcrafted, custom-made curtains with precision and care. While we strive for perfection, we understand that issues can sometimes arise. We strive to resolve them quickly and fairly—always contact us directly before initiating a dispute.
Contact: sales@btto.com
Response Time: Within 48 hours (Mon-Fri, GMT+8)
1. Our Commitment
We specialize in custom-made curtains and want to ensure your complete satisfaction. If anything is wrong, please contact us first—we will be happy to help.
2. Which items can be returned?
Finished hardware (rods, hooks):
- Must be unopened and in their original condition with tags.
- Returns must be made within 30 days of delivery.
- An unpacking video is required for damage claims.
Custom-made items (curtains, Roman blinds):
Because they are made to order, they are non-returnable, except in the following cases:
- Manufacturing defects, such as sewing errors.
- Size deviations exceeding a tolerance of ± 3 cm.
- Shipping damage, which must be reported within 72 hours with photos or videos.
3. Non-returnable items
All products:
- Clearance or remaining stock items
- Complaints after 30 days of delivery
- Dissatisfaction due to subjective reasons such as color, texture, or style
- Products signed without an unpacking video
Custom-made items (further exclusions):
- Customer measurement errors
- Color variations due to lighting, monitor display, dye batch, or lining combinations
- Complaints such as the curtain being too heavy or not meeting expectations.
4. Return Process
Step 1: Contact sales@btto.com with the following documents:
- Your order number
- At least three clear photos showing the defect
- A 15-second, uninterrupted unboxing video
Step 2: If your return is approved, you will receive:
- A return address
- A prepaid shipping label (only for manufacturing defects)
Step 3: The return shipment must include the following:
- Original packaging and protective materials
- Tracked and insured shipping (at your expense unless our error is caused)
Refund Details:
The refund amount will be equal to the total order value less a 20% service fee for inspection, processing, and logistics.
This fee is waived if the issue was caused by BTTO.
5. Special Cases
Damaged Items:
Replacement will be free of charge if the defect is reported within 3 days of receipt and complete photos of the packaging are included.
Sizing Errors:
If BTTO has made an error, we will remake your product free of charge.
In the case of a customer error, a remake can be arranged for a fee.
Lost Packages:
If a package is lost in transit, we will initiate an investigation with the carrier within 14 days. If the problem persists, we will resend the order.
No refunds will be issued for packages with proof of delivery.
6. Important Information
Color Accuracy:
We strongly recommend ordering a swatch book for $5 to confirm color and texture before ordering a custom-made item.
Measuring Guidelines:
- Use only metal measuring tapes (fabric measuring tapes are inaccurate).
- Document your measuring process, preferably via video.
Chargebacks:
Chargebacks delay the processing and freeze your credit for 90 to 120 days. They may also void your warranty.
Please contact us directly before submitting a complaint – we will be happy to assist you and resolve any issue promptly.
Need help?
For support or questions, please contact us:
Email: sales@btto.com
Service hours: Monday to Friday, 9:00 a.m.–6:00 p.m. (GMT+8)
Response guaranteed: Within 48 hours