The Hemme Guarantee
We plan on every project to run smoothly, but sometimes there is a hiccup and we want to be prepared for any scenario! So here is the 411 on our warranty and repairs. Please note the two sections below with specific information regarding custom products and readymade items.
CUSTOM PRODUCT & SERVICES
All our custom products are guaranteed for 30 days from the date of initial delivery – any flaw that might occur will be apparent early on. It is important to inspect your product upon arrival, if you are not hanging your drapery right away please let us know ahead of time (having drapes stored on a hanger for a long period of time can cause creases and damage). Custom items are non-refundable due to the made-to-measure nature of the product.
Finished length may change slightly over time due to the nature of fabric (please review the Fabric section below).
If your item has a defect or manufacturing flaw, we will repair the item, if it cannot be repaired we will replace the item. If the flaw is minor in nature, we will offer you an appropriate discount on the item as an option to consider. Note: normal wear and tear is not considered a defect or a flaw. Shipping or delivering items back for repair or replacement is the responsibility of the client. We will work with you to coordinate the best transportation method.
We hope through our consultation phase this never happens but if the defect in the product is due to a client error, we will work with you to correct it at a minimal cost. However, we cannot correct the item at no charge. Sometimes these things happen, we will try to make it less painful!
If the client has chosen not to get a professional check measure, we require them to sign a release form and the client is responsible for the accuracy of the measurements indicated on the invoice.
Want to make a change after it goes into production (we’ve all been there). We will let you know what is possible but if the project is too far into production, we will decide together if we should proceed or start a new estimate for the alteration or new product.
We love the fabric you bring us! We will inspect it thoroughly before starting a project but we can’t be held responsible for defects, shrinkage or performance issues. Certain fabrics can expand or shrink when exposed to sunlight and humidity and your items may change overtime – this is a natural characteristic of fabric and not a manufacturing flaw. If you drop off fabric but decide not to proceed, we ask that you pick up your fabric as soon as possible. After 90 days, it may be donated, recycled or used for other purposes.
Measure twice. Cut once. Maybe measure once more time just in case! It is the responsibility of the client to provide accurate measurements. If you don’t want that weight on your shoulders, we can arrange a professional check measure service — we can’t encourage you strongly enough to go this route. Think of it as insurance. Sometimes a Hemme designer will come on-site to do a consultation and will take quick measurements but we always ask the client to sign-off on all final measurements before proceeding.
Care & Maintenance
Washing machines are great for clothing, not so much for custom drapery! We recommend consulting with a dry cleaner who specializes in drapery and upholstery. We can’t be held responsible for any dry cleaning outcomes as they are out of our control and oversight. Window treatments do not require a lot of maintenance and often a drapery vacuum attachment or a quick steam will do the trick. Did your kid draw on your new drapes with marker? Send us an email and we will try to help you out (or at least provide a shoulder to cry on).
Hardware, Third-Party Products and Sub-Contractors
We source from reputable suppliers, if there is a defect with their product or service, we will connect with the supplier to try and sort out the issue but will be limited to their specific warranty and terms. We also work with amazing installers and trades. If there is an issue with their service, we will connect you directly to seek assistance.
READYMADE STOCK ITEMS IN OUR SHOP
We are happy to offer a return for store credit within 30 DAYS of your purchase with the original receipt. The item must be received in the same condition it was sold in and in the original packaging.
Send us an email regarding your return with a copy of your receipt and we will provide a shipping address for your return. Original shipping fees are non-refundable and return shipping is the responsibility of the purchaser.
A store credit will be issued to you in the form of a gift card. This gift card can be used on any future purchases, custom sewing or design services.
We do not offer refunds unless there is a defect or manufacturing flaw with the product. Please double check measurements and details in the listing before purchasing. Sale items are a final purchase and are not eligible for a return for credit.
If you have any questions regarding our return policy, or if you are unsure of sizing and details of a product you are interested in, please contact us, we would be happy to help!
Any design services purchased online are non-refundable. Custom design services will be quoted on an hourly rate. Our hourly rate will apply to a specific project and is subject to change. Only executed hours will be invoiced and the client can request a maximum amount of hours spent on a phase or project.
Hours are typically invoiced monthly or upon completion of each stage.
For custom design services, a retainer is required upon commencement of the project and will apply to the first 10 hours of work (not including any work provided by sub-contractors). The retainer fee is non-refundable should the client terminate the project before the 10 hours is completed.
Invoices are due upon receipt. Our working hours are Monday – Friday, 9am – 5pm – excluding all statutory holidays, scheduled vacation time and studio closures.
SALES AND PROMOTIONS
Any sales or promotions offered by Hemme cannot be combined with any other discounts and are subject to change without notice. Discounts cannot be applied to previous purchases or redeemed for cash. Sales and promotions may exclude certain products and services.