At SmartWave, we understand that ordering custom shades online requires confidence. To make the process clearer, smoother, and more reassuring, we provide support for order errors, product issues, and post-purchase service needs.
This policy explains how SmartWave handles situations involving our error, ordering errors made by you, and the support we provide before and after your purchase.
1. If We Get It Wrong
If SmartWave makes an error with your order, we will correct the issue at no additional cost.
Depending on the nature of the issue, SmartWave may, at its discretion, provide one or more of the following remedies:
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Remake the affected product
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Ship missing parts or replacement components
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Replace the motor, remote, or other related accessories
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Provide another appropriate corrective solution
This section applies to situations including, but not limited to, the following:
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The product was made in a size that does not match the confirmed order details
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The wrong fabric, style, or configuration was used
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Required parts were missing from the shipment
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The product arrived with a manufacturing defect confirmed by SmartWave
To request review under this section, you must provide:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
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Measurements, if applicable
All cases are subject to review and verification by SmartWave. If the issue is confirmed to have resulted from our error, SmartWave will provide an appropriate corrective solution at no additional cost.
2. If You Made an Ordering Error
If you made an error when placing your order, SmartWave may, at its discretion, offer one corrected replacement item at 30% off the regular price of the corrected item.
This policy is valid for 15 days from the delivery date shown by the carrier tracking record, regardless of when the package is opened, installed, or first used.
This section may apply to ordering errors involving:
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Size
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Fabric
- Other selected configuration options approved by SmartWave
Please note the following:
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This policy applies only to eligible custom-made products purchased directly from SmartWave
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If the ordering error was made by you, the original order is not refundable and will not be remade at no charge
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The 30% off discount applies only to one corrected replacement item for the affected original item
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Shipping charges, taxes, accessories, special upgrades, add-on items, and any other non-product charges are not included in the discount.
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This policy cannot be combined with any other promotion, discount, store credit, or special offer.
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This policy is non-transferable, has no cash value, and may not be applied to any other order, item, customer, or address
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All requests under this section are subject to review, verification, and approval by SmartWave
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Failure to provide sufficient information or requested documentation may result in denial of the request
Orders may be canceled for a full refund only before production begins, subject to confirmation by SmartWave. Production status is determined solely by SmartWave’s internal order system.
Because all orders are custom-made and generally cannot be resold, production may begin as early as 4 hours after the order is placed. Once production has begun, the order can no longer be canceled.
If the order has entered production but has not yet shipped, you may request a modification. In such cases, SmartWave may apply 60% of the product subtotal of the affected original item toward the revised order. The remaining 40% of the product subtotal will be forfeited and is not refundable or creditable. Shipping charges, taxes, accessories, upgrades, discounts, and add-on items are not included in this credit unless otherwise approved by SmartWave.
If the order has already shipped, it can no longer be canceled or modified. In that case, the only available option for an ordering error is one corrected replacement item at 30% off under this policy, subject to review and approval by SmartWave.
SmartWave reserves the sole right to determine eligibility, required verification, and the appropriate resolution in each case. Repeated requests involving the same order, item, household, address, or customer may be denied at SmartWave’s discretion.
3. Helpful Support, Every Step
SmartWave provides support both before and after your purchase to assist with ordering, installation, and setup.
Support may include:
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Product selection guidance
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Measuring assistance
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Order-related questions
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Installation support
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Remote and motor setup assistance
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Smart control connection and troubleshooting
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Post-delivery support
We offer both phone support and video support to help identify and resolve issues more efficiently. In many cases, video allows our team to see the issue more clearly and provide a faster, more accurate solution.
Our team is committed to providing clear, practical, and timely assistance. While response and resolution times may vary depending on the complexity of the issue and seasonal order volume, SmartWave will make reasonable efforts to support you at every stage of the process.
4. General Conditions
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This policy applies only to eligible orders purchased directly through SmartWave official channels
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All requests under this policy are subject to review, verification, and approval by SmartWave
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SmartWave reserves the right to determine the appropriate resolution based on the specific circumstances of each case
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Abuse of this policy, fraudulent claims, or repeated unreasonable requests may result in denial of support or coverage
