Refund policy

 

Made to order (no change-of-mind returns)
All of our products are printed bespoke for each order and cannot be resold. For that reason, we do not accept returns or cancellations for change of mind, incorrect measurements, or over-ordering. The usual 14-day cooling-off right for distance sales does not apply to goods “made to the consumer’s specifications or clearly personalised.”

If your item arrives damaged or faulty
Your statutory rights still apply. Goods must be as described, of satisfactory quality and fit for purpose. If they are not, you’re entitled to a remedy. Within 30 days of delivery, you have a short-term right to reject faulty goods for a full refund; after that, we may repair/replace first, and if that fails you can seek a refund or price reduction.

How to report a problem (quick checklist)
Please email hello@deusexgardenia.com with:

  • Order number and date received
  • Photos of the outer packaging, shipping label, and the issue (close-up and full-item shots)
  • Wallpaper: include roll labels/batch numbers and a photo taken before hanging wherever possible

For transit damage, contact us within 7 days of receipt so we can claim with the courier (this helps us resolve things faster), but note your statutory rights do not expire at 7 days. 

What we’ll do
If an item is confirmed damaged or faulty, we will replace, repair, or refund in line with the Consumer Rights Act 2015. If a return is needed, we’ll provide a prepaid label or reimburse reasonable return postage. Refunds are issued to the original payment method within 14 days of receiving the returned goods or agreeing a refund where a return isn’t required. 

Non-returnable items (unless damaged/faulty)

  • Bespoke/made-to-order wallpaper, murals and fabric
  • Cut lengths/part-rolls
  • Installed, altered, or used items
  • Samples

Colour & sampling
Colour can vary between screens and printed material and between print batches. We recommend ordering a sample and ordering sufficient quantity in one go to avoid batch variation. (Normal, minimal tolerances in colour/scale are not treated as faults.)

Contact
Questions or an issue to report? hello@deusexgardenia.com

This policy does not affect your statutory rights.