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Our Quality Guaranty and Return Policy
Wall Written has a 100% Satisfaction Guarantee. If for any reason you are not satisfied with any PreDesigned Wall Written Statement, you may return the unapplied Statement to us within 60 days of placing your order. You may then choose to exchange your Wall Written Statement or receive a refund for your order (less shipping).
Returns are not available for Wall Written Statements which have already been applied. If a letter or two has been damaged during application, we will send the replacement letter(s) at no charge. (If the damage was caused by negligence on your part, we reserve the right to bill you for shipping.)
If, however, during application, you find that any Wall Written product is defective, we will replace your exact lettering at no charge or refund the entire purchase price. You may be required to return the defective design, or send a photo showing the defect/problems you encountered. This will help us prevent the same problems from occurring again.
Returns are not available for Custom Wall Written Statements which have been designed using our Design Tool, or by one of our designers on your behalf, (Except in cases of defective product or errors on our part). Please design accordingly. Double (and triple) check for spelling, punctuation and capitalization errors, and measure your space to ensure it will fit. If colors will need to be exact, please request free Color Samples before purchasing your Custom Statements.
Returns are not available for Wall Written Statements in the Clearance Outlet. In most cases the outlet items are in perfect condition, (for example, sometimes we make a design twice on accident), other times there is only one half of a two part design. Another possibility is that a design has been returned by another customer. Every once in a while there may be some slight damage to a part of the design, usually not noticeable. While we'll try to specify what condition a clearance item is in, we sometimes can't tell through the layers, so you may have a slightly damaged design.
Because of the deeply discounted prices for our Clearance Outlet, we will not be able to accept any returns or exchanges, for any reason, (including product defects) so please be sure you're willing to take the gamble before you order.
To process a return for an unapplied, PreDesigned Statement:
To process a return for an unapplied, PreDesigned Statement, call Wall Written Customer Service at 1-888-665-0240. After looking up your order, we'll need to know the reason for the return, and if you'd prefer a refund or an exchange. You'll be responsible for the cost of shipping the item back to us, and, if an exchange is necessary, you'll need to pay the shipping on the replacement.
Or, if you prefer, you may email Wall Written Customer Service using this form. Please include your name, order number, the concern you have with your order, and if you would prefer an exchange or refund of the purchase price (less shipping). We will then email you further instructions for returning your order.
If A Product is Defective:
If you feel your statement may be defective, please call Wall Written Customer Service at 1-888-665-0240. After looking up your order, we'll need to know the exact problem(s) you're encountering. If you are having trouble applying your statement, we will troubleshoot to find the source of the problem and see if we can help resolve any issues. The first step of this process is to have you watch our online instruction videos, so we recommend doing so before calling.
We will then determine if the product is defective. If so, you'll be given the option of having it replaced or refunded. We will also ask that you either ship the item back to us for testing, or to take a photo showing the problem/defect. (If you'd like to email a photo before calling us, this may help pinpoint the problems during the troubleshooting process, and speed things along for you).
If, after testing your returned product, we find the product defective, we'll reimburse you for the return shipping costs. Please keep in mind that our testing is based on applying your returned statement. If we are able to apply it, using the instructions found in the Troubleshooting Videos, it will not be considered defective. If this is the case, your order will still be refunded, but you will not be reimbursed for the return shipping costs.
To Package a Return Statement:
Inclose the original receipt, being sure to write the return reason, specify if you prefer a refund or exchange, and what you would like instead. Please put the statement and receipt back in the original shipping container, remove the old address label and adhere a new label and the correct postage to the container. Returns should be mailed to:
1018 South 350 East
Provo, UT 84606
Thank you so much, and again, I am THRILLED with the quality of your product! ~Erin