Info & Support
Warranty
Manufacturer's warranty against defects, backed by The Drape Store® for peace of mind on every installation.
This manufacturer's warranty against defects is given by Hill Paramount Pty Ltd (ABN 45 642 072 393) (HPL).
Business address: 64 York St, East Gosford, NSW 2250
Telephone: 1800 04 00 04
Which Products Are Covered?
This warranty covers products purchased through The Drape Store® only.
Who Is Covered by This Warranty?
This warranty is available exclusively to the original purchaser of the product, provided the item was purchased as new directly from us.
Your Legal Rights
This warranty is in addition to your rights under Australian Consumer Law. You have statutory rights that cannot be excluded. For major product failures, you are entitled to:
- Cancel the service contract with us, or
- Receive a refund or compensation for the unused portion.
In case of major defects in the goods, you are also entitled to a refund or replacement. If the failure is not major, we will fix the issue within a reasonable time. If the issue is not resolved, you can cancel the contract and get a refund.
What We Will Do If There's a Defect
If your product has a manufacturing defect, we will repair the product, or replace it with a new one (at our discretion), when we confirm that the defect is covered by this warranty and you file a valid claim within the time limits set out below.
Exclusions: What's Not Covered
This warranty does not cover defects caused by:
- Normal wear and tear.
- Abuse, misuse, or accidents.
- Damage due to exposure to the elements (e.g. sun damage, discolouration) or harsh environments (e.g. salt spray, high humidity).
- Failure to follow maintenance or care instructions.
- Extreme weather events or natural disasters.
- Unauthorised modifications or installation mistakes.
Please note: this warranty does not cover the cost of removing or reinstalling goods.
Warranty Periods
| The Drape Store® Products | 5 years from installation |
| Shutters (excluding hardware/motorisation) | 10 years |
| Shutter hardware and motorisation | 3 years |
| Somfy® Lithium Ion Battery Pack | 5 years |
| Alpha® Remote Lithium Battery Motor | 3 years |
| Clear PVC | 1 year |
How to Make a Claim
If you believe your product is defective, follow these steps before the warranty period expires:
- Submit a claim with your name, address and phone number.
- Description of the defect and circumstances.
- Proof of purchase (receipt and purchase details).
- Provide any additional information or documentation we might need to assess the defect, including sending the product back if required.
Once we receive your claim, we will inspect the product. If we confirm a defect, we will either repair or replace the item, at our discretion.
Inspection Costs
A call-out fee may apply for inspections. However, if we find that the product is defective, the fee will be refunded.