iSmart Window Terms and Conditions

Returns and Change Policy

1. General Returns for Standard (Non-Custom) Retail Products

For standard, non-customised accessories or stock products purchased directly from our website:

  • Time Limit: Returns or exchanges are only accepted within 14 days of delivery.

  • Condition: The product must be completely unused, undamaged, in its original pristine packaging, and in a resalable condition.

  • Shipping Cost: The Customer is solely responsible for all return shipping costs to our Auckland office. Original shipping and handling fees are strictly non-refundable.

2. Strict No-Return Policy for Custom-Made Products (Curtains, Blinds & Tracks)

The Customer acknowledges that all bespoke curtains, roller blinds, venetian blinds, and motorised tracks are 100% custom-manufactured to order based on precise measurements.

  • No Cancellation / No Change of Mind: Once a custom order is confirmed, the deposit paid, or production has commenced, the order cannot be cancelled, modified, or refunded for any reason, including "change of mind" or aesthetic personal preferences.

  • Client Measurement Responsibility: Where measurements are supplied directly by the Client or their representatives (e.g., third-party builders or architects), iSmart Window shall not be held liable for any product fitment issues. No returns, refunds, or free alterations will be provided for dimensions provided incorrectly by the Client.

A refund or replacement will be offered only in the following circumstances:The product is faulty or defective due to a manufacturing error.

  • The product delivered does not match the agreed specifications.

  • Refund Processing: Approved refunds will be processed within 10 working days of approval, via the original payment method.

3. Site Alterations & Variations Post-Order Confirmation

  • Site Changes: If the Client’s site dimensions, window frames, or wall structures are modified by the builder or third-party trades after iSmart Window has completed the final site measurement and production has begun, the Client shall bear 100% of the costs for any necessary product modifications, remakes, and secondary travel or shipping expenses. No returns or credits will be issued under these circumstances.

4. Shortages, Transit Damages, & Rectification Process 

  • Inspection Window: The Client must inspect all delivered goods and notify iSmart Window in writing (via email with photographic or video evidence) of any shortages, structural damage, or manufacturing defects within 7 business days of delivery to the site.

  • Limitation of Remedy: If a genuine manufacturing defect or shortage is verified by iSmart Window, our liability is strictly limited to the repair or replacement of the specific defective item. Under no circumstances will a defect in a single item or unit entitle the Client to reject the entire project shipment or withhold any outstanding balance payments.

5. Return Shipping Risk & Warranty Validity

 • Shipping & Risk: If we elect to repair or replace any defective goods, such work shall be undertaken at such place as the Company may reasonably specify (typically our Auckland office). The Buyer shall be responsible at its own cost and risk for shipment of the defective goods to the place specified.

  • Payment Condition: Further, this returns policy and product warranty are completely null and void if the product is not fully paid for in a timely manner according to the payment terms, or if formal proof of purchase cannot be provided.

6. Consumer Guarantees Act 1993 (CGA) Business Exemption

In the event the transaction of these conditions of sale is subject to the Consumer Guarantees Act 1993 (“the Act”), then:

 •  Business Purposes: If the Buyer is acquiring products from the Seller for the purposes of a business, then the guarantees and remedies provided under the Act shall not apply to the supply of those products.

  •  Non-Business Purposes: In the event the purchaser is acquiring the product for purposes other than those of a business, then these conditions of sale shall be interpreted subject to the purchaser's rights under the Act, to the intent that no provisions shall in any way limit the purchaser's rights under the Act.

Warranty & Service Terms

1. Warranty PeriodsiSmart Window (CHNNZ Smart Home Co., Ltd) provides the following limited warranties to the original purchaser from the date of invoice: 

  • Manual Roller Blinds & Venetian Blinds: 5 Years on components and mechanisms. 

  • Motorised Systems (Motors & Batteries): 3 Years against manufacturing defects.

  • Motorised Curtain Tracks, Remotes, & Accessories: 1 year against manufacturing defects.

  • Fabrics & Materials: Covered under the respective fabric manufacturer’s warranty (typically 3 to 5 years) against excessive fading or tearing under normal indoor conditions.

2. Absolute Warranty Exclusions: 

This warranty is strictly limited to manufacturing defects and does not cover damage resulting from:  

  • Normal wear and tear, or natural fabric colour variations over time. Reverse roller blinds are not covered in the case of fabric fraying. Fraying of the fabric as a result of improper use, e.g. the user allowing the roller blind chain to rub on the edge of the blind fabric when raising or lowering the blind. Some colour fading or shrinkage is completely normal and should be expected under New Zealand's high UV level conditions during the lifetime of the blinds.

  • Misuse, abuse, alterations, or improper operation by the user. 

  • Accidents, water damage, exposure to salt air, or severe coastal weather elements. 

  • Onsite Construction Risks: Damage caused by third-party trades, onsite dust contamination, cross-installation tampering, or building movement.

  • Electrical Surges: Motor burnouts or circuit failures caused by unstable temporary construction power or mains power surges.

3. Out-of-Auckland & Remote Project Service Policy 

  • Auckland Region: For orders fully installed by iSmart Window within the greater Auckland region, warranty service includes on-site inspection and labour within the first 12 months.

  • Outside Auckland / South Island Projects: For projects located outside the greater Auckland region (including but not limited to Queenstown, Christchurch, and Wellington), our warranty is strictly limited to the supply of replacement parts or hardware. iSmart Window shall courier the necessary replacement components to the site at our expense. 

  • Travel Costs for Onsite Technician Call-outs: If the Client requests or requires an iSmart Window technician to travel onsite outside Auckland to perform physical diagnostic, repair, or re-programming work, the Client shall be solely responsible for covering 100% of the technician's travel expenses, including standard return airfares, reasonable accommodation, and meals, regardless of whether the product fault is under warranty.

4. Terms of Validity & Commercial Limitations 

  • Payment Completion Required: This warranty is strictly conditional upon the order being paid in full. Any outstanding balance or default in payment terms shall immediately void all warranties.

  • Limitation of Liability: iSmart Window's maximum liability under this warranty is strictly limited to the repair or replacement of the defective product. iSmart Window shall not be liable for any consequential loss, project liquidated damages (LDs), project delays, or secondary costs incurred by the Client or any third party.

  • Warranty is not transferable; our product warranty only applies to the original purchaser of our products

Liability

To the maximum extent permitted by applicable New Zealand law, iSmart Window's total liability to you in connection with any order shall not exceed the purchase price paid for the relevant products.

iSmart Window shall not be liable for any indirect, consequential, or special loss or damage arising from any breach of contract, negligence, or other cause, including any loss of profit, revenue, or data.

Nothing in this section excludes or limits any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Installation Responsibility

Professional installation is strongly recommended for all AC mains-powered motorised products. Where customers choose to self-install, installation is undertaken entirely at the customer's own risk. iSmart Window accepts no liability for:

- Any personal injury or property damage arising from self-installation

- Any damage to the product caused by incorrect or improper installation

- Any product malfunction resulting from installation not carried out in accordance with our installation instructions. 

Warranty claims will not be accepted where product damage or failure is determined to be caused by improper installation.

For AC-powered motorised products requiring electrical wiring, all electrical work must be carried out by a registered electrician in accordance with the New Zealand Electricity (Safety) Regulations 2010. iSmart Window accepts no liability for any electrical work carried out by unqualified persons.