General Terms:
Get Wall Hung reserves the right to update these terms when necessary, and the updated version will be published on getwallhung.com with immediate effect. Should you refuse to accept the policy, you are deemed to have waived the use of the services provided by Get Wall Hung immediately. All consumers (customers) are deemed to accept the terms if they are using the services provided by Get Wall Hung. In order to sustain its operations Get Wall Hung's policy shall be conclusive
For after-sales issues, customers should file a return & refund request within 20 days of the delivery date. Should the period of Return & Refund request filed be exceeded, Get Wall Hung reserves the right not to provide any after-sales service beyond that time.
Before an order is shipped out, the consumer has the right to apply to cancel the order by contacting Get Wall Hung via getwallhung.com/contact-us.
If Get Wall Hung cannot fulfill the customer's order within the order processing time, under the condition but not limited to no stock or other conditions, Get Wall Hung has the right to cancel and refund the order.
If the consumer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Get Wall Hung has the responsibility to offer the customer a prepaid return label within 3 business days to return damaged/broken goods. Get Wall Hung should refund the customer when the return shows as in transit on the logistic website with the provided prepaid return label.
Get Wall Hung shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Get Wall Hung will abide by the policy under this condition.
If Get Wall Hung accepts the after-sale request for the reason type of "non-defective remorse returns" and requires deducting a "restocking & repacking fee", under Get Wall Hung's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price. Get Wall Hung shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Get Wall Hung shall abide by the refund/ redelivery time under the condition, including but not limited to, order should refund based on the option to a refund OR redelivery as agreed between Get Wall Hung and consumer or others, Get Wall Hung must refund not more than 3 business days, or redelivery not more than 5 business days
Once the customer submits the after-sales request, the customer needs to provide evidence (as the clause states below) to Get Wall Hung. If the customer cannot provide compelling evidence within the order after-sales period policy indicated (20 days), Get Wall Hung has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Get Wall Hung under various circumstances:
Refund Request Timing
The consumer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Returns & Refunds Defined
1. Unshipped Orders:
Get Wall Hung has 3 business days to process the request after the customer submits it. If Get Wall Hung fails to process (accept or reject) the refund request within 3 business days, Get Wall Hung will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
2. Shipped Orders:
Should the Return & Refund request be made after the order has shipped Get Wall Hung has 10 business days to process the request after the consumer submits it. If Get Wall Hung fails to process (accept or reject) the refund request within 10 business days, Get Wall Hung will refund the order.
2.1 Goods Returned in Transit
If the package is sent back to Get Wall Hung during transit for any reason, and the customer applies for a refund, Get Wall Hung should refund within 3 business days of the refund request. Under the same circumstances, if the customer requests redelivery, Get Wall Hung should begin redelivery within 5 business days of the request date.2.2 Goods Destroyed in Transit
If the package/goods are destroyed in transit, and consumer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Get Wall Hung should refund the order within 3 business days of customer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Get Wall Hung, if our Dispute Team asks for a return in Disputes.
3. Orders Delayed
Apart from considering "reasonable exceptions", Get Wall Hung will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending or expired 60+ days after orders departed from Get Wall Hung supply houses. The following country's shipping methods will vary as described here:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Get Wall Hung warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Get Wall Hung warehouse due to the strict customs clearance at Brazil.
c. For Get Wall Hung Packet Liquid Line to all countries, Get Wall Hung will deal with your dispute for delayed orders after 100 days counting from the date that the order departed from Get Wall Hung warehouse.
d. For certain conditional shipping methods, Get Wall Hung cannot deal with your disputes.
The following is cited as "reasonable exceptions" though this list is not all inclusive.
Consider the order had arrived at the nearest post office to the consumer and may remain pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for the customer to contact the local post office/ courier or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for the customer to contact the local post office/ courier or go to the post office for delivery.
Occasionally, local tracking numbers may show a sign for delivery, but the consumer claims that the package has not been received. In such cases, Get Wall Hung will spare no effort to verify the actual circumstances, which could be a long process (1-2 months), but there is no guarantee of a positive result.
3.1 Orders not Received
Get Wall Hung will Not consider the refund or resend request if the tracking information shows the order has been "Delivered" Nor if
there is a Tracking Information Alert.
"Alerts" may occur for reasons due as listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Please Note:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Under such circumstance, the consumer will need to pick up the package themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Get Wall Hung takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Get Wall Hung will put the products in your private inventory and will not refund them when we receive the returned items.
c. Get Wall Hung cannot offer a refund or resend if the consumer does not process the undelivered orders or packages destroyed by logistics companies.
3.2 Incorrect or Missing Products
a. For incorrect products, Get Wall Hung offers a full refund or replacement.
b. For products with wrong color, size, etc. which doesn't affect product function, Get Wall Hung offers a refund or replacement if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, Get Wall Hung may refund partially or resend the missing part; for parts missing which affect product function, Get Wall Hung will resend the product only.
d. For accessories, Get Wall Hung will resend the accessories.
Please Note:
For size discrepancies, Get Wall Hung will greatly appreciate it if you can measure the product according to the correct measurement method and provide us with the photo of measurement. Once received our resolution team can then address the issue accordingly.
4. Wrong Address/ Delivery Information
If the customer puts the wrong delivery information on an order, the customer should contact us via getwallhung.com/contact-us to request us to update the order with the correct delivery information.
Please Note:
The delivery information correction or order cancellation are not guaranteed. If the order has already shipped out, it is the consumer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the consumer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Get Wall Hung shall refund the order within 3 business days of receiving the goods, at the customer's refund request, or begin redelivery within 5 business days of receiving the goods. Additionally, the customer will be responsible for the redelivery fee.
If the order cannot be corrected or returned, the consumer will bear the losses.
5. Damaged Packages
Damaged packages should be reported to Get Wall Hung immediately up delivery.
Get Wall Hung offers a full refund or a replacement if package has arrived badly damaged.
Get Wall Hung offers a partial refund or a replacement if package has arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Please Note:
a. For fragile products, a refund is highly recommended.
b. For international orders, due to the nature of long-distance transport Get Wall Hung cannot offer any refunds or other after-sale services for damaged packaging.
c. For ordinary, electronic products, the consumer shall file a "damaged" claim to Get Wall Hung within 30 days after packages are delivered.
5.1 Defective Products
If the consumer detects any problem upon delivery (significantly damaged package, not as described/ missing or wrong goods or other quality problems), the consumer should provide a refund or redelivery request with valid proof - photos/ videos of goods received - that shows the problem clearly. After the customer's "resolutions" request has been delivered to Get Wall Hung, Get Wall Hung shall determine its conclusion and reply within 3 business days.
If the proof reviewed by Get Wall Hung is not showing the problem clearly the proof is invalid and Get Wall Hung has the right to reject the customer's refund request.
Please Note:
Due to our supply houses time constraints within replacement policies, it is not feasible to offer a second opportunity to submit evidence of damage. Thus, the consumer is advised to be assured the damage submission is satisfactorily conclusive prior to sending in order to best fulfill the resolution.
Once Get Wall Hung has confirmed that the consumer's proof shows a problem clearly, should the product need to be returned to fulfill a refund, Get Wall Hung should provide the buyer with a prepaid return label within 3 business days of proof review, and refund the order within 3 business days of the return showing "in transit" on the logistics website searched by the tracking number which the customer is responsible for uploading in order to conclude the transaction. If the goods needn't be returned, Get Wall Hung should refund the order within 3 business days of the refund request.
If proof is valid, and consumer requests redelivery, Get Wall Hung should redelivery within 5 business days of proof confirmation.
Please Note:
Get Wall Hung reserves the right to refund orders if the redelivery products have no continued supply or are simply out of stock and customers are able to reorder products once they become restocked.
5.2 Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Get Wall Hung may not refund the product cost.
b. Any disputes arising from bad quality, Get Wall Hung may not accept as the supplier is not Get Wall Hung.
c. For service products without Get Wall Hung quality checking inspection, Get Wall Hung may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
Should Get Wall Hung verify a tracking number is wrong and Get Wall Hung fails to provide the correct one within 4 business days, Get Wall Hung will refund the order.
6.2 Untimely Tracking Info Updates
Once a label is created, if there is no update of the tracking info showing on a logistics website for more than 7 business days and the consumer notifies Get Wall Hung of this in the interest of a refund, Get Wall Hung requires a refund request order within 3 business days of the consumer's initial notification.
Note: this clause is not applicable for reasonably exceptional time restraints/ delays such as holidays, abnormal weather, or other unforeseen and uncontrollable circumstances.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Get Wall Hung fails to provide any valid tracking updated info, the consumer may opt for a refund. Get Wall Hung requires a refund request order within 3 business days of the customer's resolve.
Please Note:
This clause is not applicable for special time/periods such as holidays, abnormal weather, or other unforeseen and uncontrollable circumstances.
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Get Wall Hung lists those shipping methods in advance and will Not accept Any disputes when the consumer chooses those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Please Note:
When choosing certain shipping methods, remote addresses will be charged additional cost accordingly.
6.5 Destination Limits
Due to limited international transportation, Get Wall Hung will not accept any disputes when a consumer's orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Badulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Miscellaneous
Get Wall Hung will make its best efforts to aide and inform consumers throughout any exceptional circumstances expeditiously. After notifying Get Wall Hung, customers should expect a response from Get Wall Hung on related issues no later than two weeks.
7.1 Force Majeure
Get Wall Hung takes No responsibility for any product damage or shipping delay caused by the act of God, including but not limited to epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Get Wall Hung will notify you promptly at your provided email address of any concerns in this regard.Please Note:
When encountering issues (such as delays) arising from holidays, abnormal weather, or other unforeseen and uncontrollable circumstances, the consumer should contact Get Wall Hung through getwallhung@gmail.com with any inquiries.
7.2 Order Cancellation
Should the consumer wish to cancel an order, Get Wall Hung offers a full refund before products are processed by supply warehouses.
The following exceptions apply:
a. Upon payment processing, POD orders cannot be canceled as industry standards dictate.
b. Upon payment processing, pre-order inventory products cannot be canceled as they are customized orders specified by the consumer's request.
c. Upon payment processing, video and photo orders cannot be canceled being that Get Wall Hung has customized the order to consumer specifications.
7.3 Deadline of Opening Dispute
The consumer cannot open a dispute if the order status is closed. A dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Get Wall Hung shall not consider any unreasonable disputes, including but not limited to:
a. The customer does not like it.
b. The product description is not "real".
c. Products smell unusual.
d. The customer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. On rare occasions, packages returned/ discarded/ detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
i. Any additional circumstances beyond the control of Get Wall Hung or its agents.8. Improvements
Should consumers remain unsatisfied with the outcome of the order after-sale discrepancy, consumers have the responsibility to notify Get Wall Hung to assist in our dedication to improving any issues resolution in the interest of a greater shopping experience.
We sincerely hope these instances will be minimal as we oblige efforts to satisfying our valued customers concerns.
Suggestions are welcome and will be considered when we look to streamline and enhance our website offerings as we evolve.