Refund & Return Policy

At Elegant Walls, your satisfaction is our priority. Each of our products is crafted with care and precision to bring timeless elegance to your space. Since our products are often custom-made, we have set the following guidelines regarding returns, exchanges, and refunds. Please read carefully before placing your order.

1. Custom Orders (Names, Logos, or Personalized Designs)

Non-Refundable & Non-Returnable: All custom-made products, including names, company logos, or personalized calligraphy, are created specifically for you. They cannot be returned, exchanged, or refunded once production has started.
Approval Process: Before production, we may share a digital preview/mockup for approval (when applicable). It is the customer’s responsibility to carefully check spellings, design accuracy, and details before confirming. Once approved, Elegant Walls cannot be held responsible for errors.

2. Standard Products (Non-Custom Items)

Returns or exchanges are accepted only if:

The item was damaged during shipping,
You received the wrong product or size,
The item has a manufacturing defect.

To be eligible:

You must notify us within 7 days of delivery with clear photos/videos of the issue.
The product must be unused, unworn, with tags, in original packaging, and in the same condition as received.
You must provide the receipt or proof of purchase, and the purchase date must not exceed 15 days.

3. Return Process

To start a return, email us at support@theelegantwalls.com.
If your request is approved, we will send instructions on how and where to ship the product.
Customers are responsible for the safe return of the item.
Items sent back without prior approval will not be accepted.
For any questions regarding returns, you may contact us anytime at support@theelegantwalls.com.

4. Damage During Shipping

We take great care in packaging all our acrylic and wooden décor items. However, if your order arrives damaged:

Please contact us within 48 hours of delivery at support@theelegantwalls.com with images of the damaged product and packaging.
Once verified, we will arrange a replacement or refund (for standard products).
For custom products, we will provide a replacement of the same design if the damage was due to shipping.

5. Refunds

Once we receive and inspect your return, we will notify you if your refund has been approved.
If approved, 30% will be deducted from the original amount, and the remaining balance will be refunded to your original payment method.
Refund processing may take 7–10 business days, plus an additional 3–12 days depending on your bank or credit card company.
Shipping charges are non-refundable unless the error was ours (wrong product or confirmed defect/damage).
In case of replacements, we may request the defective item to be returned before sending a new one.

6. Exchanges

The fastest way to get the item you want is to return the original product first.
Once your return is approved, you may place a new order for the replacement item.
Please note: A 35% charge of the original invoice value will be applied for exchanges.

7. Order Cancellations

Custom Orders: May only be canceled within 24 hours of placing the order. After that, production begins and cancellation is no longer possible.
Standard Orders: Can be canceled before shipment. Once shipped, the return policy applies.

8. Exceptions / Non-Returnable Items

Refunds, returns, or replacements will not be provided in the following cases:

Products damaged by the customer (unless proof is provided that damage occurred during delivery).
Items purchased during sales events (Summer/Winter/Autumn Sales, Eid Sales, Stock Clearance, Discounted Articles, or orders with applied discount codes).
Custom products designed specifically for you (names, logos, or personalized calligraphy).
Change of mind or personal preference.
Incorrect details provided by the customer for custom orders.
Natural variations in wood/acrylic texture, grain, or color.
Normal wear and tear after delivery.