Terms & Conditions

1. About Us

Curtain Pole Store Limited (“we”, “us”, “our”) is a company registered in England and Wales under company number 11464584, with its registered office at The Octagon, Wells Road, Ilkley, West Yorkshire, LS29 9JB.

We are a UK-based, family-run online retailer specialising in curtain poles, curtain tracks and accessories.

By using our website and placing an order, you agree to these Terms and Conditions.

2. Contacting Us

You can contact us by:

• Email: sales@curtainpolestore.co.uk
• Via the contact form on our website
• Via our live chat

If we need to contact you, we will do so using the details provided with your order.

3. Your Order and Our Contract

When you place an order, you will receive an acknowledgement email confirming receipt of your order. This does not mean your order has been accepted.

Your order is accepted, and a contract is formed, when we process your order and send you an email confirming that your order has been processed.

Please check this email carefully and contact us promptly if any details are incorrect.

We may refuse or cancel an order if:

• A product is unavailable
• There is an error in pricing or product information
• We suspect fraudulent activity

4. Product Information

We aim to ensure all product descriptions, images and specifications are accurate. However:

• Colours and finishes may vary slightly due to screen settings and manufacturing variations
• Measurements may be subject to small tolerances
• Products from different ranges or manufacturers may not always be compatible

All products are supplied for domestic use unless otherwise agreed.

5. Made-to-Measure and Cut-to-Size Products

Some of our products are made to your specification, including made-to-measure curtain tracks and cut-to-size curtain poles.

• You are fully responsible for ensuring all measurements are correct
• We may provide guidance, but this is for general assistance only and we accept no liability for measurements supplied by you
• Once your order has been processed, production may begin immediately and these items cannot be cancelled or amended

A reasonable manufacturing tolerance may apply and will not be considered a fault.

6. Changes to Orders

If you need to make a change to your order, you must contact us as soon as possible and within 30 minutes of placing your order.

Due to our automated processing system, orders are processed quickly after being placed. Once your order has been processed, it may not be possible to make any changes, particularly for made-to-measure or cut-to-size items where production may begin immediately.

If you contact us within the 30-minute window, we will confirm whether your requested change can be made. Where a change is possible, we will advise you of any impact on price, delivery times or product specifications and ask you to confirm that you wish to proceed.

If we are unable to make the requested change, or if the changes would result in unacceptable delays or costs, you may have the option to cancel your order in accordance with Section 9 (Your Right to Cancel), subject to any exclusions for made-to-measure or customised products.

7. Pricing and Payment

All prices are in GBP (£) and include VAT where applicable. Delivery charges are shown at checkout.

We take reasonable care to ensure prices are correct. If an error is identified, we will contact you before processing your order.

Payment must be made in full at the time of ordering.

8. Delivery

8.1 Delivery Area

We deliver within the United Kingdom only.

8.2 Delivery Times

Delivery times are estimates only and are not guaranteed. Delays may occur due to circumstances outside our control, including courier issues, weather or supply chain delays.

We strongly advise that you do not book installers or tradespeople until your goods have been received and checked.

8.3 Delivery Responsibility

You are responsible for providing accurate delivery information. We are not liable for delays or losses caused by incorrect or incomplete addresses.

If you request delivery to be left in a safe place or with a neighbour, this is done entirely at your own risk.

8.4 Missed Deliveries

If delivery cannot be completed, the courier may attempt redelivery or return the goods to us. Additional delivery charges may apply for re-dispatch.

8.5 Split Deliveries

Where your order contains multiple items, these may be delivered separately.

8.6 Inspection on Delivery

You should inspect your goods as soon as reasonably possible after delivery.

Any damage or issues must be reported in accordance with Section 10.

9. Your Right to Cancel

9.1 Standard Products

For standard products, you have the right to cancel your order within 30 days of receiving your goods, in accordance with the Consumer Contracts Regulations.

To exercise this right:

• You must notify us within 14 days of delivery
• Items must be unused, in original packaging and in a resalable condition

You are responsible for return costs unless the item is faulty.

9.2 Made-to-Measure and Cut-to-Size Products

Products that are made to your specification—including made-to-measure curtain tracks and curtain poles cut to size—are exempt from the right to cancel under the Consumer Contracts Regulations.

This means:

• Once your order has been processed, these items cannot be cancelled or refunded
• Production may begin shortly after your order is placed due to our automated systems

If you need to amend or cancel a custom order, you must contact us within 30 minutes of placing your order (see Section 6). After this time, changes or cancellations are unlikely to be possible.

9.3 Cancelling Before Processing

If you contact us within 30 minutes of placing your order, we will make reasonable efforts to cancel or amend your order before it is processed.

However, we cannot guarantee this will be possible, particularly during busy periods or where processing has already begun.

9.4 Faulty or Misdescribed Products

Nothing in these Terms affects your legal rights. If your product is faulty, damaged or not as described, you are entitled to a repair, replacement or refund in line with the Consumer Rights Act 2015.

10. Faulty or Damaged Goods

You must notify us of any damage, fault or incorrect items within 48 hours of delivery.

Where possible, you should provide photographs.

Failure to report issues within this timeframe may affect our ability to investigate and resolve the issue.

We will provide a repair, replacement or refund where required under your legal rights.

11. Returns and Refunds

11.1 Notifying Us of a Return

If you wish to cancel your order or return an item, you must contact us first to request authorisation.

You can do this by:

• Emailing sales@curtainpolestore.co.uk
• Using the contact form on our website
• Via our live chat

Please include your name, order number and details of the item(s) you wish to return.

Returns sent without prior authorisation may not be accepted.

11.2 Returning Goods

If you cancel your order after dispatch or once goods have been delivered, you must return the items to us before any refund can be processed.

• You must return goods within 14 days of notifying us of your cancellation
• You must return the goods within 30 days of delivery
• We will provide return instructions and, where applicable, a returns reference number
• The return address may vary depending on the product

You must:

• Use a reputable, tracked delivery service
• Clearly include any returns reference provided
• Ensure goods are packaged securely to prevent damage in transit

We recommend using the original packaging where possible.

You are responsible for the goods until they are received by us.

11.3 Condition of Returned Goods

Returned items must be:

• Unused and in a resalable condition
• In their original packaging
• Complete with all components

We reserve the right to refuse a return or reduce the refund where:

• Items are damaged, marked or show signs of use
• Packaging is damaged or missing
• Goods are not returned in a suitable condition for resale

11.4 Return Costs

You are responsible for the cost of returning goods unless:

• The item is faulty
• The item is incorrect or not as described

In some cases, we may be able to arrange a collection using our courier service. This may be subject to a charge, which will be confirmed at the time.

11.5 Non-Returnable Items

The following items cannot be returned unless faulty:

• Made-to-measure curtain tracks
• Curtain poles cut to size or customised

11.6 Refunds

Once your return has been received and inspected, we will process your refund.

• Refunds will be issued using the original payment method
• Refunds are typically processed within 7 days of receiving the returned goods

Original delivery charges are non-refundable unless the item is faulty.

11.7 Deductions from Refunds

If you are returning goods after changing your mind, we may reduce your refund to reflect any loss in value caused by handling beyond what would be permitted in a retail environment.

This may include (but is not limited to):

• Scratches, marks or damage
• Signs of installation or attempted installation
• Missing packaging or components

11.8 Faulty or Incorrect Goods

If your item is faulty, damaged or incorrect, please notify us within 48 hours of delivery.

Where possible, you should provide photographs.

We will arrange a suitable resolution, which may include repair, replacement or refund in accordance with your statutory rights.

12. Ownership and Risk

Goods become your responsibility upon delivery.

Ownership of goods passes to you once full payment has been received.

13. Installation and Use

We do not provide installation services.

It is your responsibility to ensure:

• Products are installed correctly
• Suitable fixings are used
• Walls and surfaces are appropriate

We are not liable for damage caused by incorrect installation, unsuitable surfaces or misuse.

14. Our Liability

We are responsible for foreseeable loss caused by our breach of these terms.

We are not liable for:

• Indirect or consequential losses
• Losses arising from incorrect measurements provided by you
• Delays caused by third-party couriers

Nothing in these Terms limits your statutory rights.

15. Personal Information

15.1 How we use your information

We will use the personal information you provide to us:

• to process and fulfil your order, including delivery of your products
• to process payments and help prevent fraudulent transactions
• to communicate with you about your order, including updates or issues
• to provide customer support and respond to enquiries

If you have opted in during the order process, we may also send you information about similar products, offers or updates. You can unsubscribe from these communications at any time.

15.2 Sharing your information

We will only share your personal information with third parties where necessary to fulfil your order or where we are legally required to do so. This may include:

• payment providers
• delivery and courier companies
• service providers who support our website and operations

We do not sell your personal data to third parties.

15.3 Data protection

We handle your personal information in accordance with applicable data protection laws. For more information, please see our Privacy Policy.

16. General Terms

• We may update these Terms from time to time
• Each section operates independently
• If any part is found to be invalid, the remaining sections remain in force

17. Governing Law

These Terms are governed by the laws of England and Wales.