Return & Refund Policy

Measurement Guarantee & Return Policy

Measurement Guarantee Offer

We offer a Measurement Guarantee offer if purchased at the time of check-out. With the Measurement Guarantee offer, if you are unhappy with the dimensions of the product you received, we will take back the original window shade and provide you with one new window shade customized to a new dimension. Note, we will resend you everything except for the motor, which can be reused with your new dimension. We will guide you through how to easily swap the motor from your original order into your new order.

What You're Covered For:

If You Want to Resize Within 1.5": We remake your shade completely free. No charge for materials, labor, or shipping.
If You Want to Resize Over 1.5": You pay only the price difference between your original shade and the replacement. We cover the rest.

What You Need to Know:

Replacement Specs: Your new shade matches the original style and fabric. Motor is not included but we will guide you through transferring your existing motor to the new shade.
Time Limit: File your claim within 30 days from when you receive your order.
One Remake Per Shade: Each shade is eligible for one remake under this guarantee.

CUSTOMIZE NOW

Return Policy

Custom Products

The Reality of Custom Products: Our automatic roller shades are custom-made specifically for your windows. Each shade is as unique as your home, so we cannot accept returns for change of mind or measurement errors (unless you’ve purchased our Measurement Guarantee offer).

However, if we made a mistake or your shade arrives defective, we'll make it right—no questions asked.

What We Don't Accept Returns For:

Change of mind after ordering
Incorrect measurements provided by customer
Color looks different than on your screen (monitors vary)
Natural fabric variations (dye lots have personality)
Delayed delivery beyond estimated timeframe

Order Cancellations: Orders can be canceled within 4 hours of purchase for a full refund. After production begins, orders cannot be canceled.

Defects and Damages

When We'll Make It Right: If your shade arrives with any of the following issues, contact us within 30 days of delivery and we'll send a replacement at no cost:

Our Error: Wrong size due to our mistake, wrong fabric, wrong color, or doesn't match your order
Manufacturing Defect: Motor malfunction, product defects, hardware failures

Damaged in Transit: Physical damage during shipping (photos of damage and packaging required)

Report Issues

How to Report Issues: Email our support team within 30 days of delivery with:

Your order number
Photos or video clearly showing the issue
Brief description of what's wrong

We'll respond as soon as possible to work with you to find an appropriate best solution.

Requesting Replacement

Replacement Process:

Email us at support@backinfive.com with your order number, photos/videos, and description
We review your request within 1-3 business days
If approved, we'll arrange replacement
Return your shade in original packaging, if required

CONTACT US