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CUSTOM-MADE. CLEARLY EXPLAINED.
Every sign is made to your artwork. Here is how cancellations, returns and help with your order work at Wall Gems.
If you cancel before production starts, we will give you a full refund.
Proof approval normally releases your order into production. If you need to cancel or change anything, contact us immediately. After approval, we will check whether production has started before confirming whether cancellation is still possible.
Every Wall Gems product is made specifically to your supplied artwork and agreed requirements. Once production has started, we do not accept change-of-mind cancellations, returns or exchanges for these personalised goods.
This does not affect your rights if your sign is faulty, damaged, incorrect or not as described.
We send a digital proof for you to check before production. Please review the spelling, artwork, layout, dimensions and agreed colours carefully.
If we reproduce an error contained in the artwork or proof you approved, that error alone is not a manufacturing fault. If the finished sign differs from the agreed proof or specifications, please contact us so we can put it right. Proof approval does not remove your statutory rights.
If something is wrong with your order, please contact us as soon as you notice it. We will assess the problem and arrange the appropriate repair, replacement or refund in line with your applicable rights.
We do not cover damage caused after delivery by incorrect installation, unsuitable fixings or surfaces, alterations, misuse, mishandling, failure to follow our installation instructions, or using an indoor sign outdoors. If a fault could not reasonably have been identified before installation, please contact us as soon as you discover it so that we can assess the cause.
Please inspect your sign carefully as soon as it is delivered and before installing it. Check for visible damage, missing parts and any difference from the approved proof or agreed specifications.
If the sign is visibly damaged, incorrect or not as agreed, please do not install it. Contact us as soon as possible with your order number and clear photographs so that we can assess the issue and arrange the appropriate next step.
Installing a sign with an obvious problem may cause additional damage or make collection, repair or replacement more difficult. We may not be responsible for additional damage or costs resulting from installation after an obvious issue has been identified. This does not affect your statutory rights.
Please keep the packaging if available, as it may help with safe transport and a courier investigation. Photos and original packaging are helpful, but are not conditions of your statutory rights.
If a faulty, damaged or incorrect item needs to be returned, we cover the return cost. We will arrange collection or provide a prepaid return label, as appropriate for the sign.
We will confirm the return address and packing instructions with you. You do not need to purchase return postage yourself.
We issue agreed refunds within 7 calendar days of agreeing the refund. Refunds are made to the original payment method unless we agree otherwise with you, and we do not charge a refund processing fee.
Your payment provider may take additional time to show the refund in your account.
Nothing in this policy limits or excludes your statutory rights. If you buy as a consumer, personalised goods still have to be of satisfactory quality, fit for purpose and as described. Where applicable, you have a short-term right to reject faulty goods, normally within 30 days of delivery, and further rights after that period.
Consumer legislation applies to individuals buying wholly or mainly outside their trade, business, craft or profession. If you purchase for your business, your legal rights may differ; we will handle your order under the applicable law and agreed contract terms.
Email enquiry@wallgems.co.uk or call 01752 963355. Please include your order number so we can find your order quickly.
Our captivating wall signs are crafted to reflect the essence of your brand, communicating your message effectively before anyone steps through the door.
