Our Contract

Terms and Conditions for the Supply of Goods to Consumers

Introduction

These are the terms and conditions referred to in your order (‘Order’) for us to supply you with vinyl products – including stickers, decals and large-format print – and/or graphic design elements (‘goods’).

They describe the terms on which we will sell the goods to you. In particular, we must deliver the correct goods to the right place at the agreed time in good condition, and they explain our legal responsibility to you if we fail to meet these standards.

They also explain that you must pay us the correct price, and when legal ownership of the goods passes from us to you. These issues are important for insurance and risk purposes, and so we have also included a clause to explain the position if goods are damaged or delayed for reasons outside anyone’s control (including natural causes).

This introduction is designed to give you an overview of the terms and conditions, but it is not part of the terms and conditions.

Summary of Returns Policy

This summary is designed to give you an overview of our returns policy in clear and simple language.

Our return policy is guided by our desire to satisfy your needs as a customer while being sensitive to our capabilities as a small business. We handle returns on a case-by-case basis with the goal of providing you with the best possible experience of our products and services. We are a small business and strive to keep our customers happy and our processes transparent. We differentiate between returns resulting from product defects (where we replace your item free of charge) and returns resulting from you no longer wanting the product (where you are responsible for returning the product in its original condition).

We will refund your order within 7 days of receipt of the returned items.

Damaged & Defective Products

We take great pride in our product quality. If your product has any significant defects, you are eligible for a free replacement provided the following conditions are met:

  • You have not tried to use or apply the product in any way. We do not accept returns for items damaged during application.
  • You have notified us within 30 days of receipt of the product.
  • You do not use the product after initiating a return claim.

We do not take responsibility for items damaged during transit. If this occurs, please send an email to customercare@theartwall.co.uk so we can try and remedy the problem for you and take necessary action with our shipping partners.

Return

Timeframe

We want to ensure you have adequate time for your return. You can initiate a return request within 30 days of receipt of the item. We aim to respond as quickly as possible to resolve the problem and provide next steps.

How to Initiate a Return

If you would like to return an item, please send an email to customercare@theartwall.co.uk with the following information:

  • Your Order ID
  • Method of Payment
  • Reason for Return
  • Photos (if necessary) to Support Return Claim

We will respond as soon as possible with the next steps. Please do not return any items unless we have responded and agreed on a course of action with you.

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