Terms and Conditions:
Custom Made & In Store Orders

These terms govern custom-made, measured, installed and in-store orders placed with Curtain Master.

Effective date: 20 August 2026
Version: CM-TC-2026-08-20-v1.0

1. Supplier Details

Registered name: Curtain Master CC
Legal status: Close Corporation
Registration number: 1999/014619/23
VAT number: 4040223630
Trading name: Curtain Master
Place of registration: South Africa
Physical and legal service address: 448 Lilian Ngoyi Road, Morningside, Durban, 4001
Customer-care email: admin@curtainmaster.co.za
Telephone: 081 362 1712
Website: www.curtainmaster.co.za

In these terms, “Curtain Master”, “we”, “us” and “our” refer to Curtain Master CC.

2. Application and Acceptance

2.1 These terms apply to:

• custom-made or made-to-measure products;
• products specially procured, cut, manufactured, upholstered, altered or personalised for a customer;
• measurement, installation and related services;
• quotations and orders placed in-store, at a customer’s premises, by email or by WhatsApp; and
• ordinary goods purchased in a Curtain Master store, where relevant.

2.2 The quotation, approved specifications, written variations and these terms together form the agreement.

2.3 By approving the quotation or order and paying a deposit or other amount, the customer confirms acceptance of the applicable agreement, provided these terms were made available before acceptance or payment.

2.4 Nothing in these terms excludes or limits rights which cannot lawfully be excluded under the Consumer Protection Act or other applicable law.

2.5 Order Documents and Order of Precedence.

2.5.1 Where there is any inconsistency between these terms and any document relating to a particular order, the following order of precedence will apply:

(a) mandatory applicable law;

(b) any express written variation that specifically refers to the order and is signed or otherwise expressly approved in writing by both Curtain Master and the customer;

(c) the accepted quotation or order confirmation and the approved written specifications; and

(d) these terms.

2.5.2 A quotation, order confirmation or invoice may record a transaction-specific price, payment arrangement or other variation. That variation will take precedence only if it was expressly approved in writing by both Curtain Master and the customer.

2.5.3 An invoice, pro forma invoice, statement, receipt, job card or delivery note does not, by itself, amend the agreement or introduce new terms. It serves as a record of the transaction unless it expressly records a variation approved in accordance with clause 2.5.1(b).

3. Quotations and Specifications

3.1 Quotations are valid for 30 days unless another period is stated.

3.2 A quotation is based on the dimensions, products, quantities, site conditions and work described in it. Work or goods not expressly included will be charged separately if approved by the customer.

3.3 Before approving an order, the customer must check all material details, including:

• customer and installation address;
• product, fabric and colour codes;
• width followed by drop or length;
• quantity;
• curtain heading and fullness;
• lining;
• control side and operating method;
• track, rod, blind or mounting type;
• inside or outside mounting;
• motorisation and remote-control requirements; and
• delivery and installation requirements.

3.4 Production instructions, approvals and changes must be recorded in writing by email, SMS, WhatsApp or signed order form. Telephonic measurements are not accepted.

3.5 A written variation may change the price and estimated completion date.

4. Orders and Payment

4.1 A deposit equal to 70% of the total order value is required to confirm a custom-made order and commence procurement or production.

4.2 Production or procurement will begin only after:

• the quotation and specifications have been approved;
• the 70% deposit has cleared in Curtain Master’s account;
• all required measurements have been confirmed; and
• any required fabric, colour, design or technical approvals have been completed.

4.3 The outstanding balance of 30% must be paid in full and must clear before the scheduled installation.

4.4 In every case, including collection, delivery or installation, full payment must clear before any goods may leave Curtain Master’s factory, warehouse, store or other premises.

4.5 A proof of payment does not constitute cleared payment unless Curtain Master expressly agrees otherwise in writing.

4.6 Delayed payment, measurements, site access or customer approval may extend the estimated production, delivery or installation period.

4.7 Any approved additions or variations must be paid according to the written variation or revised quotation and, in all cases, before the affected goods leave the premises.

5. Custom-Made Goods and Cancellations

IMPORTANT NOTICE: CUSTOM-MADE PRODUCTS ARE PRODUCED OR PROCURED SPECIFICALLY FOR THE CUSTOMER AND MAY NOT BE SUITABLE FOR RESALE.

5.1 Custom-made goods are “special-order goods” because Curtain Master is required to procure, create, cut, alter or manufacture them specifically to meet the customer’s requirements.

5.2 Custom-made, cut-to-size, altered or personalised orders cannot ordinarily be cancelled merely because the customer changes their mind once materials have been ordered, fabric has been cut or production has begun.

5.3 If cancellation is requested before production or procurement begins, Curtain Master may accept it subject to deduction of reasonable design, assessment, administration or other costs already incurred.

5.4 After production or procurement begins, Curtain Master may refuse a change-of-mind cancellation. If cancellation is accepted, any refund will be limited to the balance remaining after reasonable costs, supplier commitments and losses caused by the cancellation have been deducted.

5.5 Where a custom-made order is placed online, the statutory online cooling-off right does not apply to goods made to the customer’s specifications or clearly personalised.

5.6 These provisions do not remove the customer’s rights where goods are defective, incorrectly manufactured or do not materially conform to the approved order.

5.7 For standard stock goods bought in-store, there is no automatic change-of-mind return unless a statutory right applies or Curtain Master agrees to an exchange or return. Defective, unsafe or incorrectly supplied goods remain subject to applicable law.

6. Measurements

6.1 Measurements must be supplied in writing, with the width stated first and the drop or length stated second.

6.2 Unless expressly stated otherwise, measurements will be interpreted in millimetres.

6.3 If the customer or a third party supplies measurements, the customer is responsible for their accuracy and for confirming whether they are opening sizes, recess sizes or required finished-product sizes.

6.4 Where Curtain Master correctly manufactures the product according to customer-supplied measurements, any alteration, remake, additional material, delivery or installation arising from incorrect measurements will be charged to the customer.

6.5 Clause 6.4 does not apply if Curtain Master failed to follow the written measurements or materially contributed to the error.

6.6 Where Curtain Master performs the measurement, Curtain Master is responsible for exercising reasonable care and professional skill.

6.7 A site measurement is not a structural survey. Curtain Master is not responsible for changes made after measurement or for concealed conditions that could not reasonably have been identified, including hidden pipes, electrical cables, dampness, unstable surfaces or structural movement.

7. Fabric, Colour and Natural Variations

7.1 Fabric, wallpaper, wood, PVC, flooring and other decorative materials may vary slightly between samples, batches and finished products.

7.2 Differences caused by dye lots, lighting, screen displays, weave, grain, texture, slubs, print position or natural material characteristics are not defects where the product materially conforms to the approved sample and reasonable quality standards.

7.3 Customers requiring additional matching products should order them together. Curtain Master cannot guarantee that a later order will come from the same dye or production batch.

7.4 Seams, joins and pattern-repeat adjustments may be necessary because of fabric width, product size and design. Pattern matching will be performed where agreed and reasonably practicable.

7.5 Fabrics can relax, stretch, shrink, crease or react to humidity, sunlight, washing or dry-cleaning. Customers must follow the recommended care instructions.

7.6 If the customer supplies their own fabric or materials, Curtain Master is not responsible for inherent defects, colour fastness, shrinkage, insufficient quantity or suitability that could not reasonably have been identified before manufacture. Curtain Master remains responsible for its own workmanship.

8. Quality and Finishing Standards

8.1 Products and services will be assessed against:

• the approved written quotation and specifications;
• any approved physical sample;
• the inherent characteristics of the selected material;
• reasonable professional and industry standards; and
• the quality standards required by applicable law.

8.2 Quality is not determined solely by Curtain Master’s opinion.

8.3 A minor variation within reasonable manufacturing or installation tolerance is not a defect if it does not materially affect the product’s appearance, operation, safety or conformity with the approved order.

9. Product-Specific Considerations

9.1 Blockout blinds: Because the fabric is narrower than the blind’s overall bracket-to-bracket width, small side light gaps are inherent in many roller and blockout blind systems. “Blockout” describes the fabric and does not guarantee complete darkness around the edges.

9.2 Wallpaper and wall coverings: Walls must be dry, sound, properly prepared and free from moisture penetration, mould, loose paint, dust or unstable plaster. Bubbling, lifting, staining or adhesive failure caused by dampness, water ingress or unsuitable wall conditions is not an installation defect.

9.3 Motorised products: The customer must provide suitable electrical power, network access or other infrastructure stated in the quotation. Third-party Wi-Fi, applications, voice assistants and cloud services may affect smart features and remain subject to their providers. Products must not be manually forced contrary to their instructions.

9.4 Upholstery: Hidden damage or deterioration in an existing frame, springs, foam or internal structure may only become visible after stripping. If additional work is required, Curtain Master will obtain approval for the additional cost before proceeding where reasonably possible.

9.5 Flooring, wall cladding and fixed finishes: The customer must ensure that the substrate is dry, stable, level and suitable unless surface preparation is expressly included in the quotation.

10. Site Readiness and Installation

IMPORTANT SITE-CONDITION NOTICE: The customer must disclose known dampness, leaks, fragile finishes, concealed services and other hazards that may affect the work.

10.1 The customer must provide safe and reasonable access to the premises and installation areas.

10.2 Furniture, valuables and obstructions must be removed or protected before installation unless their movement is included in the quotation.

10.3 The customer must disclose known dampness, water leaks, fragile finishes, asbestos, concealed pipes, electrical cables, underfloor heating or other hazards that could affect the work.

10.4 Curtain Master may suspend installation if the site is unsafe, inaccessible, damp, unfinished or unsuitable. A reasonable return-visit or additional-work charge may apply where the condition was not caused by Curtain Master.

10.5 An authorised adult must be present where access, decisions or final approval are required.

10.6 Curtain Master will take reasonable care when drilling and installing. Curtain Master is not responsible for damage caused by undisclosed concealed services or structurally unsound surfaces that could not reasonably have been detected.

10.7 Nothing in this clause excludes responsibility for damage caused by Curtain Master’s negligence.

11. Installation by the Customer or a Third Party

11.1 If Curtain Master does not perform the installation, the customer or installer is responsible for installing the product correctly and safely.

11.2 Damage or malfunction caused by incorrect third-party installation, alteration or repair is excluded from the workmanship warranty to the extent that the installation, alteration or repair caused the problem.

11.3 Where a product issue is alleged, the customer must give Curtain Master a reasonable opportunity to inspect and, where appropriate, rectify the product before it is altered or repaired by someone else.

11.4 Where practical, non-installed products should be made available at a Curtain Master branch for inspection or rectification. This does not transfer to the customer any return cost that the law requires Curtain Master to bear.

12. Lead Times and Delays

12.1 Production, delivery and installation periods are estimates unless a fixed date is expressly confirmed in writing.

12.2 Lead times begin only once cleared payment, final measurements, customer approvals and required materials have been received.

12.3 Curtain Master will notify the customer of a material delay and take reasonable steps to complete the order.

12.4 A delay does not automatically amount to a breach where it was caused by the customer, an approved variation or an event outside Curtain Master’s reasonable control.

12.5 Nothing in this clause removes any cancellation or other remedy available under applicable law.

13. Collection, Storage and Lay-Bys

13.1 The customer will be notified when goods are ready for collection, delivery or installation.

13.2 Goods should be collected or made available for delivery or installation within the agreed period.

13.3 Curtain Master may charge a reasonable storage fee after 30 days where:

• the customer has been notified that the goods are ready;
• the amount or method of calculating the fee was disclosed before it began; and
• the delay is not caused by Curtain Master.

13.4 If goods remain uncollected for six months, Curtain Master may follow the lawful process for recovering outstanding amounts and reasonable storage costs after giving written notice. Customer-owned goods or money will not simply be treated as Curtain Master’s property contrary to applicable law.

13.5 Where an arrangement legally constitutes a lay-by, customer payments and the goods will be dealt with in accordance with section 62 of the Consumer Protection Act.

13.6 If a lay-by customer cancels or fails to complete payment within the legally applicable period, Curtain Master may deduct only a reasonable and previously disclosed cancellation penalty and must refund the balance as required by law.

14. Inspection, Snagging and Rectification

14.1 The customer should inspect the completed work as soon as reasonably possible.

14.2 Visible shortages, damage, measurement concerns or installation issues should preferably be reported in writing within seven days so that they can be investigated promptly.

14.3 The seven-day reporting request does not remove or shorten any statutory warranty or defect right.

14.4 Curtain Master must be given reasonable access and an opportunity to inspect an alleged problem.

14.5 If the complaint is covered by Curtain Master’s responsibility, rectification will be performed without an improper charge. If inspection establishes that the problem was caused by customer measurements, misuse, site conditions or third-party work, any further work will be quoted to the customer.

15. Warranty and Consumer Remedies

15.1 Curtain Master provides a 12-month workmanship warranty from delivery or installation, as applicable.

15.2 Manufacturer warranties apply to motors, hardware and other components where provided. The duration and conditions may differ by product.

15.3 These express warranties are additional to, and do not replace, applicable statutory rights.

15.4 Where goods fail to meet the standards required by the Consumer Protection Act within six months after delivery, the customer has the remedies provided by that Act, which may include repair, replacement or refund at the customer’s direction.

15.5 A warranty claim must be reported in writing with the invoice or order number and reasonable supporting information.

15.6 Warranty coverage applies only to the extent that the problem was not caused by:

• misuse, abuse, accidents or unauthorised alterations;
• incorrect customer or third-party installation;
• failure to follow care and operating instructions;
• ordinary wear and tear;
• moisture, dampness, water leaks, pests or unsuitable site conditions;
• improper washing or dry-cleaning;
• electrical surges, unsuitable power supply or network failures; or
• third-party repairs.

15.7 An exclusion applies only where the excluded event caused or materially contributed to the problem.

16. Limitation of Responsibility

IMPORTANT NOTICE: Nothing in these terms excludes liability for gross negligence or any statutory right or liability that cannot lawfully be excluded.

16.1 Subject to the important notice above, Curtain Master is not responsible for loss caused by incorrect customer information, undisclosed site conditions, misuse, unauthorised alterations, third-party workmanship or events outside Curtain Master’s reasonable control.

16.2 The customer must take reasonable steps to prevent avoidable loss or further damage after becoming aware of a problem.

17. Events Beyond Our Reasonable Control

17.1 Curtain Master is not responsible for a delay to the extent caused by an event outside its reasonable control, including severe weather, fire, flooding, strikes, major transport interruption, extended electricity failures or unexpected supplier shortages despite reasonable procurement efforts.

17.2 Curtain Master will notify the customer and take reasonable steps to reduce the impact.

17.3 This clause does not remove any statutory right to cancel, obtain a refund or receive another remedy where legally applicable.

18. Complaints and Disputes

18.1 Complaints must first be submitted to Curtain Master using the details below.

Curtain Master CC
448 Lilian Ngoyi Road, Morningside, Durban, 4001
Email: admin@curtainmaster.co.za
Telephone: 081 362 1712

18.2 The customer should provide the quotation or invoice number, photographs where relevant, a description of the issue and the requested resolution.

18.3 Curtain Master will investigate and respond within a reasonable period.

18.4 If a consumer complaint remains unresolved, the customer may approach the Consumer Goods and Services Ombud, the National Consumer Commission or another forum with lawful jurisdiction.

19. General

19.1 South African law governs these terms.

19.2 Any material promise, instruction or variation should be recorded in writing to avoid misunderstanding. This clause does not exclude a lawful representation or right which cannot be excluded.

19.3 If a provision is invalid or unenforceable, it will be limited or severed to the minimum extent necessary without invalidating the remaining provisions.

19.4 The version provided to the customer before acceptance governs the order. Later amendments do not retrospectively change an existing agreement.