Your privacy & personal information

When you contact us or request a quote through this website, we collect the personal details you choose to provide, such as your name, phone number, email address and suburb.

We use this information solely to respond to your enquiry, arrange an in-home measure, prepare quotes and provide our products and services. We do not sell or rent your personal information to third parties.

To ask what details we hold about you, or to correct or delete them, email us at [email protected].

1. Payment & Deposit

1.1After confirming the order, a 50% deposit of the total amount is required for all orders before production commences. Once the deposit is received, we confirm the curtain selections in writing with the customer and then begin order production.

1.2The remaining balance must be paid to secure the installation schedule prior to installation. Installation will not be scheduled without full payment.

1.3All products are custom-made and cannot be cancelled, exchanged, or altered in size or style once the order is placed.

2. Lead Times, Temporary Curtains & Storage

2.1The ETA for locally stocked curtains, sheers and roller blinds is 2-3 weeks. If you have any special requirements, such as installation within one week, please let us know before confirming the order.

2.2The ETA for custom-made curtains and sheers is around 4-6 weeks due to freight and logistics time. During the waiting period, we provide temporary blockout curtains as a backup option.

2.3The ETA for shutters with a frame is around 6-8 weeks due to high-precision craftsmanship. If you have any special requirements, such as a rush order, please let us know before confirming the order.

2.4We provide 10 days free storage. If the curtains cannot be installed within 10 days, a $5 per day storage fee applies and is charged when making the installation appointment. The storage fee can be waived by settling the remaining balance in full.

2.5Temporary curtains are provided to meet privacy and blockout needs during the waiting period. Clients cannot choose the colour, fabric, size or other personalised options for temporary curtains.

2.6The deposit for temporary curtains is $200 per piece (covering a 3m window). The deposit is refunded, or applied to the deal balance, if the temporary curtains are clean and undamaged after the custom-made curtains are installed. If partial installation is required, a 35% mid-deposit of the total amount may be collected.

2.7A maximum of 3 temporary curtains is provided per order. If additional temporary curtains are required, please inform us in advance and we will assess the request based on the actual situation.

3. Custom Requests & Additional Charges

3.1Custom requests (e.g. irregular-shaped windows, non-standard sizes, special fabrics, tracks or accessories) may incur additional charges, which will be clearly stated in the quote. We reserve the right to decline any post-order changes or additions without additional charges.

3.2All Ben's Curtains products are workmanship items; the acceptable standard drop is set at 2-4cm from the floor. Should a customer require a specific gap, such as 5mm, additional charges will apply.

3.3Due to fabric thickness, the blockout rate varies. If you have high requirements for the blockout rate, please ask us to add a blockout lining to the back of the curtains; the additional blockout lining is charged at 10% extra.

3.4We reserve the right to decline any additional free-of-charge requests made after the order has been confirmed.

4. Order Confirmation & Measurements

4.1Clients must review all details in the quotation and confirmation form prior to the deposit, including colour, fabric, design style and dimensions. Payment of the deposit is deemed full acceptance of the order details.

4.2If a client declines our professional on-site measurement service and provides their own dimensions, the client is fully responsible for any resulting fitting issues or installation failure.

4.3If there are quality issues after installation, we provide a resolution in accordance with Australian Consumer Law.

5. Installation

5.1We arrange installation on the agreed date with the client. However, delays caused by force majeure (e.g. weather, pandemics, shipping issues) are not considered a breach of contract.

5.2Clients requesting a change to the installation date must notify us at least 48 business hours in advance.

6. Colour Variation & Quality Standards

6.1While every attempt is made to ensure that products sold and delivered match samples or showroom displays, any minor or immaterial variation or change in colour or grain due to fabric batches, lighting, or screen displays between the sample and the goods delivered shall not entitle the customer to reject the goods nor to claim compensation for such variation.

6.2The acceptable standard for imperfections follows industry guidelines: if a fault is visible to the naked eye, in natural daylight, at a distance of 1.2 metres, it is not acceptable. If it is not visible to the naked eye, in natural daylight, at a distance of 1.2 metres, it is acceptable.

7. Inspection & Warranty

7.1Clients are required to inspect the completed installation on site. Failure to raise issues immediately is deemed acceptance.

7.2Any product quality issues under normal use (e.g. track malfunction, fabric unravelling) are handled in accordance with Australian Consumer Law, including repair or replacement where applicable.

7.3Damage caused by misuse or negligence (e.g. forceful pulling, inappropriate cleaning agents) is not covered by warranty.

Warranty cover: a lifetime warranty on tracks*, a 5-year warranty on curtain fabric, a 3-year warranty on sheer fabric and a 5-year warranty on blinds fabric. *Lifetime track warranty applies to the track hardware under normal residential use, and excludes wear from misuse, commercial use or improper cleaning. Warranties cover manufacturing faults and are handled in line with Australian Consumer Law.

8. Disputes & Governing Law

8.1If you are unsatisfied with the product or service, please contact us first for a resolution. Posting negative reviews to force concessions before resolution is considered malicious conduct and may lead to legal action.

8.2All disputes should be resolved through good-faith negotiation. If unsuccessful, disputes will be submitted to the relevant authority or Small Claims Tribunal in Australia, Australia.

This agreement is governed by the laws of Australia, Australia, and applies to all transactions carried out in the Brisbane region. If you have any questions regarding the above terms, please contact us before placing an order. Thank you for your understanding and support.