Returns & Refunds Policy

Overview

At The Blind Crew, we specialise in DIY electric blind motors and pre-configured retrofit systems supplied Australia-wide. Many of our products are custom-selected, pre-assembled, or configured to suit an individual customer’s blinds, which affects how returns and refunds are handled.

This policy explains when returns are accepted, how refunds are processed, and how Australian Consumer Law applies.

Change-of-Mind Returns

Due to the nature of our products:

  • Change-of-mind returns are not accepted for:
    • Custom-configured motor kits
    • Pre-assembled or pre-programmed systems
    • Products supplied to match a customer’s blind, tube size, or setup
    • Electrical items that have been installed, used, programmed, or altered

This includes situations where:

  • The product was ordered incorrectly
  • The customer later decides not to proceed
  • The product has been opened, fitted, charged, or tested

This policy applies regardless of whether the product has been installed or not, where the item has been custom-configured to a specific order.

Standard (Non-Configured) Products

For standard, unopened, non-configured items only:

  • Returns may be accepted within 30 days of delivery
  • Items must be:
    • Unused
    • Uninstalled
    • In original packaging
  • Return shipping costs are the responsibility of the customer

Approval must be obtained before returning any item. Returned items are inspected upon receipt before any refund is processed.

Faulty or Defective Products

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

  • Has a manufacturing fault
  • Is not of acceptable quality
  • Does not function as described

If a product is faulty:

  • Contact us as soon as possible with a description of the issue
  • We may request photos or video to assist diagnosis
  • Faulty items will be repaired, replaced, or refunded in accordance with ACL

This does not cover faults caused by:

  • Incorrect installation
  • Incorrect measurements
  • Incompatible blind systems not disclosed at time of order
  • DIY modifications or misuse

Warranties

All Alpha motors supplied are supported in Australia and include:

  • 7-year motor warranty
  • 2-year battery warranty (where applicable)

Warranty claims are handled in accordance with manufacturer guidelines and Australian Consumer Law.

Shipping Responsibility

All orders supplied by The Blind Crew remain our responsibility while in transit and until they are delivered to the customer’s nominated delivery address.

If an item is lost or damaged in transit prior to delivery, The Blind Crew will work with the carrier to resolve the issue in accordance with Australian Consumer Law, including repair, replacement, or refund where applicable.

Once an order is confirmed as delivered to the correct address provided at checkout by the carrier, responsibility for the goods transfers to the customer.

Customers are responsible for ensuring:

  • The delivery address provided is accurate and complete
  • Any delivery instructions are clearly stated at checkout

Tracking details are supplied once an order has been dispatched.

Refund Processing

Where a refund is approved:

  • Refunds are issued to the original payment method
  • Processing time is typically 3–5 business days after approval
  • Shipping costs are non-refundable unless required by law

How to Request a Return or Warranty Claim

Before returning any product, you must contact us to obtain approval.

Please include:

  • Order number
  • Description of the issue
  • Photos or video if requested

Unauthorised returns may be refused.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

You are entitled to remedies for major failures, and compensation for reasonably foreseeable loss or damage caused by a failure.

Contact Us

If you have questions about returns, refunds, or warranties, please contact us via our website or support channels before purchasing or installing any product.