This Refund and Returns Policy applies to all products and services provided by Direct Media Walls, established in 2023 and based in Glasgow, Scotland. By placing an order with us, you agree to the terms outlined below.
All media walls manufactured by Direct Media Walls are fully bespoke, designed and produced to meet individual customer specifications, measurements, and design preferences. As such, once production has begun, orders cannot be cancelled, returned, or refunded, except where required by law.
This policy is in accordance with the Consumer Contracts Regulations, which exclude personalised and custom-made goods from the standard 14-day cancellation period.
Orders may only be cancelled before manufacturing has commenced. If a cancellation request is accepted, any costs already incurred for design work, materials, or site visits may be deducted from the refund. Once production has started, cancellation is no longer possible.
We take great care to ensure all products are manufactured to a high standard using precision machinery. If you believe your product is faulty or defective due to a manufacturing issue, you must notify us within a reasonable time after delivery or installation.
Where a genuine manufacturing fault is confirmed, we will, at our discretion, repair, replace, or rectify the issue. Refunds will only be issued where repair or replacement is not possible.
This policy does not cover damage resulting from misuse, incorrect installation by third parties, alterations, accidental damage, or normal wear and tear.
Direct Media Walls cannot accept responsibility for issues arising from incorrect measurements, site details, or information provided by the customer, unless a professional site survey was carried out by us. Products manufactured based on customer-supplied measurements are not eligible for return or refund.
If installation services are included, customers must ensure the site is ready and accessible. Any delays, aborted installations, or additional visits caused by site conditions may incur extra charges. Installation fees are non-refundable once the service has been carried out.
Approved refunds will be processed using the original payment method where possible. Refunds may take several working days to appear, depending on your payment provider.
Refunds and returns for trade customers are subject to the same bespoke product exclusions. Any variations will be agreed in writing prior to order confirmation.
