1. Refund Eligibility
a. Damaged or Faulty Items: We are only able to offer refunds for items that arrive damaged, faulty, or if we have made an error in processing your order. This includes both pre-designed products (playmats, mousepads, metal posters, and wall scrolls) and custom-uploaded designs.
2. Reporting Damaged Items
a. Timeline: Any problems with damaged or faulty items must be reported within 14 days of the order being dispatched.
b. Exclusions: Concerns raised outside of this 14-day period are not eligible for a refund or replacement.
3. Return Process
a. Return Authorisation: If a refund or replacement is agreed upon, we may request that the item be returned to us. We will provide you with a pre-paid return label.
b. Original Packaging: The item should be returned in its original packaging, preferably unopened (where possible to observe the damage without opening).
4. Refund or Replacement
a. Approval: Refunds or replacements will be processed once the returned item is received and inspected. Although we aim to deal with any problems as soon as possible and normally have refunds processed between 3-5 working days, please allow up to 14 days for the refund to be processed.
b. Cancellation Before Dispatch: If you find an issue with any custom images that you have uploaded for your order, we are able to pause production or cancel your order. Bear in mind, you only have until we have sent you your dispatch email to do this. Please ensure that you check spam folders of your email account to ensure emails are not missed as we cannot be held responsible if this email has been sent but it has gone to a spam folder.
5. Contact Us
a. Reporting Issues: To report a damaged or faulty item, or if you believe we have made an error, please contact us here with your order number and supporting photographs.
b. Cancellation Requests: If you need to cancel an order before dispatch, please contact us as soon as possible.
a. Custom Designs: Due to the unique nature of custom designs, refunds for custom orders are only provided in cases of damage, fault, or an error on our part.
b. Opened Items: In cases where the item must be opened to assess damage, we will still accept returns and process refunds or replacements as needed.
7. Changes to This Refund Policy
EXO Grafix reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on the Website.