Returns
Please note that everything in this policy is intended to align with the practice of your statutory rights. For further information regarding your statutory rights and policies, please refer to the ACCC website here.
REFUNDS/EXCHANGE
As all items are custom made-to-order for our customers upon order, and not pre-made as such, therefore once an order is placed, it is not possible to be refunded for simply change of mind.
Please note: returns due to change of mind are eligible for an exchange only. Each frame is made to order, and therefore personalised and exempt from refund.
The following goods cannot be returned for any reason -
Custom products
Gift cards
In the case that your purchase is defective or damaged, Wall To Wall will replace it. If you wish to exchange the product for the same item, please get in touch via email at s_isack@yahoo.co.nz for a returns authorisation.
Please note that damaged prints will only be eligible for replacement if the fault is deemed as a manufacturing error. If the print is blemished by general wear and tear, it will not be replaced.
RETURNS PROCESS
To complete your return, proof of purchase is required in either the form of a receipt, tax invoice or bank statement. This must be printed out and included in your returns parcel.
Please note: returns cannot be sent back to the manufacturer. They must be delivered to the following address -
6 Beaumonde Street, Coburg 3058
SALE ITEMS
All discounted items cannot be returned for a refund or exchange. They are final sale.
GIFT PURCHASES
In the case that the item was purchased as a gift and was clearly stated so in the checkout section, a credit voucher will be issued to you for the value of the item if returned. Once the return is received back to our warehouse, a gift certificate will be mailed to you
RETURN SHIPPING COSTS
Shipping and handling costs are non-refundable for returns, and customers are responsible for return shipping costs. Wall To Wall reserves the right to deduct the cost of return shipping from refunds that are received in the form of a gift certificate.
For further clarification on our return policies, please get in touch at s_isack@yahoo.co.nz for assistance.
Refund policy
Important
As all items are custom made-to-order for our customers upon order, and not pre-made as such, therefore once an order is placed, it is not possible to be refunded for simply change of mind.
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. All customised items
Additional non-returnable items:
- Gift cards
- Custom made items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at s_isack@yahoo.co.nz
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a voucher to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a voucher, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.