What happens if my cover doesn’t fit?
If there is a problem, please contact us directly in the first instance as we will try to rectify the issue as quickly as possible.
Depending on the cover, there are some specific procedures that need to be carried out and we will require your cooperation to sort it out so please bear with us when we ask for further details and specifics about the issue when you notify us of any concerns.
At Custom Covers, we try to ensure all orders are correct for every client on every job, but on occasion, the following can occur:
Custom Covers has made an error
If we have deviated from the measurements and agreed particulars provided to us by the customer, and we are notified by the customer within 30 days of their cover/s being dispatched to them, we will cover the cost of all freight to return the cover/s to us and all repairs. We will require the original cover/s back before we can rectify issues.
We reserve the right to make repairs or alterations in the manner we deem most effective and appropriate, for example, webbing edges or overlocking seams. In some cases, we will take apart the returned cover/s and add a new piece though this is of course dependent upon the type of cover, position of error, etc. We also reserve the right to put joins in the fabric in cases where the cover integrity will not be affected by a join.
Customer has provided incorrect measurements or particulars
If we have made a cover in accordance with the measurements and agreed particulars provided to us by a customer, but the information provided to us was not accurate for any reason (and we are notified by the customer within 30 days of their cover/s being dispatched to them), we are more than happy to work with the customer to resolve any issues.
In this circumstance, the customer is liable for the cost of all freight (to return the original cover/s to us, in addition to sending repaired/replaced items back), as well as labour and any associated material costs, which we will always endeavour to provide a quote upon receiving the goods back and inspecting them.
We reserve the right to make repairs or alterations in the manner we deem most effective and appropriate, for example, webbing edges or overlocking seams. In some cases, we will take apart the returned cover/s and add a new piece though this is of course dependent upon the type of cover, position of error, etc. We also reserve the right to put joins in the fabric in cases where the cover integrity will not be affected by a join.
You can find Warranty information for all covers here.