Return and Refund Policy

At Elegant Walls, every piece is cut, finished and packed by hand in our studio in Pakistan. We want you to love what you hang on your wall. If something isn't right, this policy explains what we will do, how long you have, and how to start a return.

1. Our promise in short

•        7 days to return catalogue pieces from the date of delivery.

•        Free replacement or full refund if your order arrives damaged, defective or wrong.

•        No hidden deductions. We do not cut a percentage from your refund. If a return is approved, you get back what you paid for the product.

•        Refunds within 5 to 7 working days after we receive and check the returned item.

2. Damaged, defective or wrong items

Acrylic and mirror pieces can sometimes be damaged in transit, even with careful packing. If this happens, we will put it right at no cost to you.

What to do

1.       Record an unboxing video when you open the parcel. Start recording before the parcel is opened and show the shipping label clearly. This is the fastest way for us to approve a claim.

2.       Contact us within 48 hours of delivery on WhatsApp at 0300-7473316 or by email at rana.zubair77@gmail.com. Include your order number, the unboxing video or clear photos of the damage, and photos of the outer box.

3.       Keep all the packaging until your claim is settled. The courier may need to see it.

What we will do

•        Send a free replacement of the same piece, or

•        Give you a full refund, including any delivery charge you paid.

You choose. We will arrange collection of the damaged item where needed, at our cost.

Claims reported after 48 hours, or without photos or video, are reviewed case by case. We will always try to help, but we may not be able to approve them.

Covered: cracks, chips, broken pieces, deep scratches present on arrival, missing parts or hardware, a wrong design, size, colour or material, and manufacturing faults such as poor cutting or peeling finish.

Not covered:

•        Light surface marks on the protective film. Please peel the film off first; the surface underneath is usually perfect.

•        Small differences from the product photos explained in section 7.

3. Change of mind returns

If you simply change your mind about a catalogue piece, you can return it within 7 days of delivery, provided that:

•        The item is unused and not installed. Holes have not been drilled for it, no adhesive has been applied, and it has never been hung on a wall.

•        The protective film is still on the acrylic or mirror surfaces.

•        The item is in its original packaging, with all hardware, mounts and accessories.

•        You have your order number or proof of purchase.

Costs for change of mind returns

•        You arrange and pay for the return delivery to us. Please pack the item exactly as it arrived; the foam and corner guards are there for a reason.

•        We refund the full product price.

•        If your order qualified for free delivery, or you paid a delivery charge, the original delivery cost is not refunded.

Returned items that arrive damaged because of poor packing on the way back cannot be refunded. Please pack carefully and use a tracked courier.

4. Items that cannot be returned for change of mind

Damaged, defective and wrong items are always covered under section 2. For change of mind, the following cannot be returned:

•        Custom-made pieces: custom sizes, custom names, personalised calligraphy, logos, custom colours or designs made to your request. These are made only for you and cannot be resold.

•        Personalised keychains, nameplates and gifts.

•        Installed items: pieces that have been hung, drilled, stuck with adhesive, or had their protective film removed.

•        Items damaged by the customer: for example, during installation, by dropping, or by cleaning with harsh chemicals.

•        Clearance and final-sale items marked "Final Sale" on the product page. Normal sale and discounted items can still be returned within 7 days.

•        Gift cards.

5. Exchanges

•        Damaged, defective or wrong items are exchanged free of charge (see section 2).

•        Exchange for a different design, size or colour (catalogue pieces only, within 7 days):

1.       Return the original item under the change of mind conditions in section 3.

2.       Once we receive it, we ship the new item.

3.       You pay any price difference, plus the delivery charge for the new parcel, unless the new order qualifies for free delivery.

4.       If the new item costs less, we refund the difference.

6. How to start a return

1.       Message us first on WhatsApp (0300-7473316) or by email (rana.zubair77@gmail.com). Include your order number, the item, the reason for the return, and photos.

2.       Wait for approval. We reply within 1 working day with return instructions and the return address.

3.       Pack and send the item as instructed. Share the courier tracking number with us.

4.       Inspection. We check the item within 2 working days of receiving it and confirm the outcome.

5.       Refund or replacement. It is processed as described below.

Parcels sent back without approval cannot be accepted, and may be returned to you at your cost.

7. Natural variations (not defects)

Our pieces are handcrafted and made to order, so small variations are normal and are not counted as defects:

•        Colour: colours on screens differ from real life. Gold mirror, metallic and coloured acrylic may look slightly warmer, cooler, brighter or darker depending on your lighting.

•        Size: finished sizes may vary by up to ±0.5 cm (or ±1% on very large pieces).

•        Finish: tiny laser marks on cut edges, slight edge colouring on acrylic, and natural grain or tone differences in MDF and wood are part of the process.

•        Reflection: mirror acrylic is flexible and may show slight reflection distortion, unlike glass mirror. This is normal for the material.

8. Refunds

•        When: within 5 to 7 working days after a return is approved, or after a damage claim is approved.

•        Cash on delivery orders: refunded by bank transfer (IBFT), [JazzCash or Easypaisa]. We will ask for your account details by WhatsApp or email. We never ask for passwords, PINs or OTP codes.

•        Bank transfer orders: refunded to the same account the payment came from, unless agreed otherwise.

•        Store credit: you may choose store credit instead of a refund, usable on any future order.

•        Your bank or wallet provider may take a few extra days to show the money in your account.

9. Order cancellations

•        Catalogue orders: can be cancelled free of charge before dispatch. Once the parcel has left our studio, it is treated as a return.

•        Custom orders: can be cancelled free of charge before you approve the design mock-up. After approval, production begins and the order cannot be cancelled. Any advance payment is non-refundable, because the material is cut specifically for you.

•        Refused cash on delivery parcels: if a COD parcel is refused at the door without a valid reason, we lose the delivery and return charges. We may ask for advance payment on future orders from the same customer.

10. Contact

Elegant Walls
WhatsApp / Phone: 0300-7473316
Email: elegantwallsstore@gmail.com
Hours: [Monday to Saturday, 10 am to 7 pm]