Return and refund policy
At greywalldecor, we always believe that every handcrafted piece is not merely a commodity, but an extension of art, craftsmanship and unique aesthetics. Our Gothic plastic wall decorations and metal tableware made of copper, silver and other materials are all handcrafted one by one by artisans. We hope that every customer can feel this unique value and gain satisfaction and joy from it.
However, we also understand that in the actual shopping process, there may be unsatisfactory situations due to differences in transportation, quality or personal expectations. To safeguard the rights and interests of our customers, we have formulated a clear and humanized return and refund policy. The following content will provide you with a detailed explanation of the relevant conditions, procedures and precautions to help you complete the return or refund smoothly when needed.
I. Scope of Application for Returns and refunds
The goods are damaged or have quality issues
If you find obvious damage, defects or quality issues that affect normal use upon receiving the goods, please contact us within 48 hours after receiving the goods and provide relevant photos or videos as proof. We will verify it for you as soon as possible and provide a solution, including replacement or full refund.
It is seriously inconsistent with the description
If the goods you receive have significant differences from the description, pictures or specifications on the website (for example: obvious errors in size, material, craftsmanship, etc.), you have the right to apply for a return or refund.
Dissatisfaction caused by customer reasons
We understand that aesthetic standards vary from person to person. If you find that the goods do not meet your personal preferences after receiving them, you can also apply for a return. In such cases, the following conditions must be met: the goods are not used, not damaged, and the original packaging and accessories remain intact. The transportation costs for such returns shall be borne by the customers themselves.
Customized and special products
Some products with customized attributes (such as personalized engraving and custom-made products with special processes), due to their unique nature, are not eligible for returns or refunds unless there are quality issues.
Ii. Time limit Requirements for Returns and refunds
You need to submit a return or refund application within 14 days of receiving the goods.
Applications submitted more than 14 days ago may not be processed by us. We appreciate your understanding.
In case of any damage during transportation, please contact us within 48 hours so that we can handle it promptly.
Iii. Explanation of the Return Process
Submit the application
Please contact support@greywalldecor.com
Contact our customer service team and provide the following information in the email
Order Number
Product name and quantity
Reasons for returns or refunds
Relevant photos or videos as proof (if applicable)
Review and Confirmation
Our customer service team will reply to your application within 1-2 working days and confirm whether you meet the return conditions. After the review is passed, we will provide the return address and detailed operation steps.
Return the goods
Please properly package the returned goods to ensure they will not be damaged again during transportation. We suggest using a traceable logistics method so that both parties can check the logistics progress in real time.
Inspection and Handling
Upon receipt of the returned goods, we will conduct an inspection to confirm whether they remain in a resellable condition (unused, undamaged, with complete accessories and intact packaging). After the inspection is passed, we will process the refund for you within 7 working days.
Iv. Refund Method and Time
Refund channel
The refund will be returned to your original payment method, such as a credit card, PayPal or other payment channel.
Arrival time
Credit card refund: It usually arrives within 7 to 14 working days, depending on the processing time of the card-issuing bank.
PayPal refund: Generally, it will be credited within 3 to 5 working days.
Other payment methods: Please refer to the processing time of the platform and channel.
Refund amount description
If the return is due to quality issues or damage during transportation, we will cover the original shipping cost and return shipping cost for you and offer a full refund.
If the goods are returned due to personal reasons, the refund amount will only include the price of the goods themselves. The original shipping cost and the return shipping cost shall be borne by the customer.
V. Situations where returns or refunds are not allowed
To ensure fairness and transparency, returns and refunds are not supported in the following circumstances:
The goods have exceeded the return period (more than 14 days).
The product has been used or damaged by human factors (scratches, breaks, stains, etc.).
The lack of original packaging or accessories affects secondary sales.
Special offer items or clearance items that have been clearly marked as "non-returnable".
Customized products (unless there are quality issues).
Vi. Customer Responsibilities and Obligations
During the return process, we hope that customers can:
Provide the reasons for the return and the supporting materials truthfully;
Properly package the returned goods to prevent secondary damage.
Maintain timely communication with the customer service team during the return process.
We promise to handle every return and refund application in a fair, transparent and efficient manner.
Vii. Our Commitment
As a handmade brand dedicated to All Things Dark and Macabre, greywalldecor not only values the aesthetic value of each piece, but also attaches great importance to the experience and trust of every customer.
We promise:
All return and refund requests will be taken seriously.
We will take responsibility for any losses arising from quality or transportation issues at the first moment.
During the communication process, we will always maintain patience, respect and understanding.
In our view, customer satisfaction is not merely a slogan, but the cornerstone for a brand to exist and develop in the long term.