At Screenwall, we take immense pride in the quality of our art. However, we know that sometimes things don’t go exactly as planned. Whether it’s a shipping hiccup or a technical glitch, here is how we handle returns, repairs, and replacements.
1. Eligibility for Returns
To be eligible for a return, please ensure:
- Items are unused and in the same condition as received.
- The original packaging is intact.
- You contact us within 7 days of delivery via our Contact Form
- Mandatory: For damaged or defective items, you must provide an unboxing video and a photo of the original shipping label.
[!IMPORTANT]
We reserve the right to deny returns if items show signs of use, self-inflicted damage, or if the unboxing video is not provided.
2. Non-Returnable Items
Because we create pieces specifically for you, customized and personalized products (including custom metal prints) are non-returnable unless they arrive defective or damaged.
3. Minor Damages & Variations
- Minor Imperfections: Small bends or scratches not visible from the front, or those easily fixed at home (e.g., gentle edge straightening), are not eligible for a full return. We may offer a discount or store credit as a gesture of goodwill.
- Hand-Rendered Nature: Slight variations or discolorations are part of the artistic process.
- Color Accuracy: Due to differing screen and printer calibrations, minor color shifts are not considered manufacturing faults.
4. Damaged or Defective Products
If your order arrives in less-than-perfect condition:
- Notify us within 48 hours of delivery.
- Provide the unboxing video and shipping label proof.
- Upon verification, Screenwall will offer a replacement or a refund.
- Note: Failure to notify us within 24–48 hours of delivery will be deemed as acceptance of the goods in their current state.
5. Refund Process
Once your return is received and inspected:
- We will notify you via email regarding the approval or rejection of your refund.
- Approved refunds are processed within 5–7 business days to your original payment method.
7. Repair & Shipping Logistics
In the event of a warranty claim or non-repairable damage:
- Inbound Shipping: The customer is responsible for shipping the product to the Screenwall facility at their own expense for evaluation.
- Outbound Shipping: After the repair or replacement is completed, Screenwall will bear the return shipping charges to send the product back to you at no additional cost.
- Repairs/replacements under warranty are free of charge, though evaluation may determine if shipping costs apply both ways in specific non-warranty cases.