1. Important Note: Characteristics of Custom Products

Thank you for choosing our custom products. Please note that all items are made-to-order based on your purchase and are unique and irreplaceable. Therefore, once an order enters production, we do not accept returns, exchanges, or refunds for any reason. Placing an order signifies that you fully understand and agree to all terms of this policy.

2. Order Information Confirmation Responsibility

You are responsible for carefully verifying the accuracy of all order information before purchase, including but not limited to dimensions, pattern, material, and special requirements. Payment for your order constitutes confirmation that all information is accurate. If the product does not meet expectations due to reasons such as incorrect dimensions or pattern selection, any resulting losses will be borne solely by you. Our company does not offer returns, exchanges, or remanufacturing services under such circumstances.

3. Payment and Cancellation Policy

Production will be arranged once the order is confirmed. If you need to cancel your order, please contact customer service within 12 hours after payment. Once the order enters the production process (usually within 24 hours after payment), the paid amount will be allocated toward material procurement and production arrangements, and the order cannot be canceled or refunded.

4. After-Sales Issue Resolution

4.1 Shipping Damage Handling

• Please inspect the package before signing for delivery! If you find any damage to the outer packaging or the product, take photos immediately, refuse acceptance, and contact customer service.

• If you have already accepted the delivery, please provide clear photos (including damage details and the shipping label) within 24 hours to our customer service email: info@wallcast.cn.

• Confirmed shipping damage will be compensated with a 35% discount on your next order.

4.2 Minor Defect Handling

For minor craftsmanship issues that do not affect usability, we may offer a 10% compensation of the order amount or an equivalent coupon. Returns or exchanges are not permitted for such cases.

4.3 Major Quality Issues

If you encounter major quality issues that affect usage (e.g., significant color fading, material not as described), please contact customer service within 48 hours of receiving the product and provide evidence. Upon verification, we will offer a free remake or negotiate a suitable solution.

5. Notes for International Customers

• Estimated delivery times do not include customs clearance delays. International shipments may experience unforeseen delays.

• You may be required to pay import duties, taxes, and handling fees imposed by the destination country. These costs are the buyer’s responsibility.

• The interpretation and application of this agreement shall comply with the laws of [Your Company’s Registered Country].

6. Contact Us

If you have any questions about your order, please reach out to us via:

• Customer Service Email: info@wallcast.cn

• Service Hours: Monday–Friday, 9:00 AM–6:00 PM ([Your Time Zone])

• We aim to respond to all emails within 24 business hours.