Screenwall Originals

Draft legal document for local/staging functional testing only. Publication details remain explicitly unfinished.

# CANCELLATION, RETURNS, REPLACEMENT AND REFUND POLICY *Screenwall Arts and Prints | Effective date: [TO BE SET AT PUBLICATION]* ## 1. Made-to-order nature of products Many Screenwall products are manufactured after an order is placed. Artist prints and personalised/custom products may therefore be made specifically for the customer. This policy distinguishes change-of-mind requests from defects, damage, incorrect supply, material misdescription and other statutory consumer issues. ## 2. Cancellation before production A customer may request cancellation before production begins. If Screenwall confirms that production has not begun, Screenwall may accept the cancellation. Where permitted by applicable law, an accepted customer-requested cancellation may be subject to an administrative cancellation charge equal to 15% of the cancelled merchandise value (after item-level discounts and excluding delivery and taxes). The balance of the amount paid for the cancelled item/order will be refunded. Consumer Protection (E-Commerce) Rules restrict cancellation charges unless similar charges are also borne by the e-commerce entity when it unilaterally cancels a confirmed order. Accordingly, Screenwall will impose the 15% cancellation charge only while maintaining a legally compliant reciprocal cancellation treatment for Screenwall-initiated cancellations. If applicable law does not permit the charge in the circumstances, Screenwall will not deduct it. No cancellation charge applies where Screenwall cancels/refunds because the product is defective, incorrectly supplied, materially misdescribed, or another mandatory consumer remedy applies. ## 3. Cancellation after production begins Once production has begun, made-to-order, artist-edition and personalised products are generally not cancellable for change of mind, mistaken preference, changed décor plans or similar discretionary reasons, except where applicable law requires otherwise. If Screenwall unilaterally cancels an accepted paid order, Screenwall will refund the amount paid. Where Screenwall is charging customers a 15% cancellation charge for permitted customer-requested cancellations, Screenwall will also apply the reciprocal cancellation treatment required by applicable e-commerce law for Screenwall-initiated cancellation. ## 4. Eligible defect/damage/wrong-item claims Please contact Screenwall promptly if the product is damaged in transit, has a manufacturing defect, is materially different from the advertised/agreed characteristics, is the wrong artwork/size/finish, is missing a paid item, or is otherwise legally non-conforming. For visible transit damage, customers are requested to notify Screenwall within 48 hours of delivery where reasonably possible and provide photographs of the product and packaging. For other visible issues, notification within 7 days is requested. These reporting periods help investigation and do not remove any mandatory consumer right that applies despite later notification. ## 5. Late delivery Delivery dates are ordinarily estimates unless Screenwall expressly states a committed delivery schedule. If goods are delivered late from an expressly stated delivery schedule for reasons other than force majeure, Screenwall will provide the return/refund remedy required by applicable law. Where late delivery results from force majeure or another event beyond Screenwall's reasonable control that legally qualifies for the force-majeure exception, the delay will not by itself entitle the customer to cancellation/refund solely on the ground of late delivery, except to the extent applicable law provides otherwise. Force majeure may include events such as natural disasters, severe weather, war/civil disturbance, epidemic/public-health restrictions, government action, widespread strikes, major transport or telecommunications disruption and similar extraordinary events beyond reasonable control. Ordinary avoidable operational delay is not automatically force majeure. ## 6. Remedies For an accepted eligible claim, Screenwall may arrange replacement, re-production, return and/or refund as appropriate to the circumstances and applicable law. Where Screenwall requires return of a defective, damaged or incorrect product, Screenwall will bear reasonable return shipping costs or arrange collection. Where Screenwall voluntarily accepts a discretionary return that is not based on defect, damage, incorrect supply or statutory entitlement, Screenwall may require the customer to bear return shipping costs, provided the applicable terms are disclosed before acceptance. ## 7. What is not normally treated as a defect Reasonable differences between screen display and printed colour caused by device calibration, lighting, metallic substrate and printing process are not defects unless the delivered work is materially inconsistent with the product representation. Minor production tolerances that do not materially affect appearance, dimensions, function or advertised characteristics are not defects. Damage caused solely after delivery by misuse, unsuitable wall/surface conditions, incorrect installation, unauthorised modification, neglect or failure to follow clear care/mounting instructions is not a manufacturing defect. ## 8. Refund method and timing Accepted refunds will ordinarily be returned through the original payment method or another lawful method agreed with the customer. Screenwall will initiate accepted refunds within a reasonable period and in accordance with applicable law and payment-provider processing timelines. Banks/payment providers may take additional time to credit the customer's account. Screenwall will not require a customer to pay a fee simply to receive an accepted refund. ## 9. Partial orders and accessories If only one piece in a multi-item order is affected, the remedy may apply to that affected piece rather than unrelated items, unless the issue materially affects the whole order. Accessories are covered for manufacturing defects or incorrect supply under the same general principles. ## 10. How to make a claim Provide the order number, affected item, description of the issue, photographs/video where useful, and the preferred contact method. Mobile: +91 83838 00697 Email: [EMAIL TO BE UPDATED BEFORE PUBLICATION] Office: B-303, Shanti Vihar, Sector 95, Gurugram, Haryana 122505, India Screenwall will provide a complaint/reference number for trackable consumer grievances. ## 11. Statutory rights This Policy does not restrict any non-waivable right under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other applicable law. ---