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Terms & Conditions

Terms & Conditions, Refund & Replacement Policy
Callistus Group of Companies | www.callistusblinds.com

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  1. General Terms
  2. Scope of Work
  3. Pricing & Payments
  4. Delivery & Installation
  5. No Refund Policy
  6. Replacement Policy
  7. Warranty
  8. Limitation of Liability
  9. Force Majeure
  10. Governing Law & Jurisdiction
  11. B2B Escalation Matrix
  12. Escalation Compliance
  13. Acceptance
1 General Terms
1.1 These Terms & Conditions (“T&C”) govern all sales, services, and transactions conducted under the Callistus Blinds Group, comprising the following registered entities:

  1. Callistus UK Ltd. (United Kingdom)
  2. Callistus Blinds Middle East F.Z.E. (UAE)
  3. Callistus Blinds Inc. (United States)
1.2 References to “Company”, “we”, or “our” shall collectively refer to the above entities, their affiliates, and authorized partners.
1.3 The Company operates strictly under a B2B (Business-to-Business) model, and all transactions are executed via authorized dealers, distributors, or project partners.
1.4 By placing an order, the purchasing entity (“Client”) agrees to be bound by these T&C without exception.
1.5 All products are custom-made, made-to-measure, and/or project-specific, unless explicitly stated otherwise.
1.6 The Company reserves the right to amend these terms at any time without prior notice.
2 Scope of Work
2.1 The Company specializes in:

  1. Window blinds (manual and motorized)
  2. Curtains and shading systems
  3. Automation-integrated solutions
2.2 All specifications (dimensions, fabric, motorization, finishes) are final upon order confirmation.
2.3 Any post-confirmation changes:

  1. Are subject to feasibility
  2. May attract additional charges
  3. May impact delivery timelines
3 Pricing & Payments
3.1 Pricing currency and commercial terms may vary based on region or entity handling the order.
3.2 Orders are processed only upon:

  1. Advance payment (as agreed)
  2. Written or digital confirmation
3.3 Payments once made are:

  1. Non-reversible
  2. Non-transferable
3.4 Delayed payments may result in:

  1. Suspension of production
  2. Revised delivery timelines
4 Delivery & Installation
4.1 Delivery timelines are indicative and may vary depending on:

  1. Material availability
  2. Production scheduling across global facilities
  3. Logistics and import/export conditions
  4. Site readiness
4.2 The Client must ensure:

  1. Site access readiness
  2. Electrical provisions (for motorized systems)
  3. Accurate measurement approvals
4.3 Any delay caused by the Client shall not be attributable to the Company.
5 No Refund Policy
5.1 Strictly No Refunds shall be applicable under any circumstances, including but not limited to:

  1. Change of mind
  2. Project cancellation
  3. Delays caused by external dependencies
  4. Incorrect measurements approved by the Client
5.2 All payments are final, non-reversible, and non-adjustable.
6 Replacement Policy (Only)
6.1 The Company follows a Replacement-Only Policy.
6.2 Replacement shall be considered only if:

  1. Product is defective upon delivery
  2. Manufacturing defect is identified
  3. Incorrect product delivered (not matching confirmed order)
6.3 Replacement requests must be:

  1. Raised within 24 hours of delivery or installation
  2. Supported with photographic or video evidence
6.4 Replacement shall not be applicable in cases of:

  1. Misuse or mishandling
  2. Wear and tear
  3. Environmental impact (humidity, dust, etc.)
  4. Unauthorized modification or third-party intervention
6.5 Approved replacements will be:

  1. Processed as per standard production timelines
  2. Limited to defective components unless otherwise justified
7 Warranty
7.1 Warranty coverage (if applicable) is limited to:

  1. Manufacturing defects
  2. Motor and automation components as per respective OEM or regional entity terms
7.2 Warranty excludes:

  1. Improper usage
  2. Site electrical issues
  3. Third-party tampering
8 Limitation of Liability
8.1 The Company’s liability is strictly limited to:

  1. Repair or replacement of defective components
8.2 Under no circumstances shall the Company be liable for:

  1. Indirect or consequential damages
  2. Project delays beyond control
  3. Loss of business, profit, or reputation
9 Force Majeure
9.1 The Company shall not be held responsible for delays or non-performance caused by:

  1. Natural disasters
  2. Government regulations or restrictions
  3. Global supply chain disruptions
  4. Labor or logistics constraints
10 Governing Law & Jurisdiction
10.1 Each transaction shall be governed by the laws of the respective country or entity executing the order.
10.2 Disputes shall fall under the jurisdiction of the government of relevant billing company’s country.

  1. Callistus UK Ltd: UK
  2. Callistus Window Fashions USA Inc.: USA
  3. Callistus Blinds Middle East F.Z.E.: UAE
11 B2B Escalation Matrix
The Company follows a mandatory 3-Level Escalation Framework applicable across all global operations.
11.1 Level 1: Authorized Dealer / Channel Partner

  1. Primary and mandatory first point of contact
  2. Applicable for product issues, installation concerns, initial defect reporting, and service coordination
  3. The Client must contact the authorized dealer from whom the product was purchased
  4. Dealer responsibilities include first-level diagnosis, basic issue resolution, and coordination with Company backend teams
  5. Resolution timeline: As per dealer SLA
11.2 Level 2: Company Support Desk

  1. Triggered when the issue remains unresolved at dealer level or technical intervention is required
  2. Escalation must include order details, issue description, and supporting evidence
  3. Response time: Within 24 business hours
  4. Resolution timeline: 3-5 business days
  5. Contact: [email protected]
11.3 Level 3: Management Escalation

  1. Triggered only if the issue remains unresolved for 7 business days after Level 2 escalation
  2. Applicable for critical project concerns, repeated failures, and commercial or contractual disputes
  3. Handled by Group Management
  4. Response time: Within 48 hours
  5. Resolution: Case-dependent (priority handling)
  6. Contact: [email protected]
12 Escalation Compliance
12.1 Escalations must strictly follow Level 1 to Level 2 to Level 3 sequence.
12.2 Direct escalation bypassing levels may not be entertained.
12.3 All cases must include complete documentation and communication history.
12.4 The Company reserves the right to reject incomplete escalations.
13 Acceptance
13.1 By proceeding with any transaction, the Client confirms full understanding and acceptance of these terms.
13.2 The Client accepts the No Refund / Replacement-Only Policy.
13.3 The Client agrees to the defined escalation framework.

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