Inspect Your Product on Arrival

We strongly recommend inspecting your product as soon as it arrives. This helps us determine the nature of the issue—whether it’s a manufacturing fault, transit damage, or something else. 

What to check:

Important: While our warranty covers material and manufacturing faults for up to five years, any faults that appear on delivery (such as broken brackets, damaged fabric, or incorrect finishes) must be reported within 7 days of receiving your order. These are treated as priority issues.

What We Cover 

1. Transit Damage or Manufacturing Fault (on delivery) 

If your product arrives damaged, incomplete, or with an obvious fault, this is treated as an immediate issue and we’ll resolve it as quickly as possible. 

These must be reported within 7 days of delivery to qualify for a priority resolution. 

2. Product Quality / Material Faults (under warranty) 

We offer a 5-year warranty covering: 

• Defects in materials 

• Manufacturing issues (e.g. stitching, track function, blind components) 

• Premature failure of moving parts under normal use 

This excludes issues caused by incorrect installation, general wear and tear, misuse, or failure to follow our installation or care guides. 

Installation Impacts Warranty 

Please note: It is essential that all products are installed according to our official installation guides. 

Incorrect installation—including not using key components such as chain stoppers, overtightening screws, or forcing brackets—can result in damage that is not covered under warranty. 

Before installing, please read the step-by-step guide provided with your order or visit our Installation Guide Hub for detailed instructions. If in doubt, contact our team before proceeding. 

How to Report an Issue 

To help us assess the problem, please provide: 

• Your order number 

• A brief description of the issue (e.g. “blind fabric is scratched”, “bracket snapped on arrival”) 

• Clear photos showing: 

• The full product 

• Close-up of the fault or damage 

• Packaging (especially if visibly damaged) 

• Any relevant installation area 

Submit this via our form below or email customercare@diyblinds.com.au.

What Happens Next 

Once we receive your information, our Customer Experience team will assess your claim within 1–2 business days. 

If confirmed, we’ll either: 

Please allow 10–15 business days for the process to be completed, depending on the product and complexity. 

Not Covered 

To avoid confusion, here are a few things not covered under our fault or damage process: 

Still not sure? 

If you're not sure whether your issue is a manufacturing fault, a sizing error, or something else, don’t worry. Submit your details and our team will help determine the next steps. 

We're committed to getting it right—every time.