Refund policy

Cancellation & Return Policy

Cancellation Policy on Pre-Orders

Some items in our store may be offered as pre-orders. This cancellation policy outlines the procedures for changing or canceling these types of purchases.

When you place a pre-order, you are reserving an out-of-stock or upcoming product not yet in inventory. We may collect a partial deposit at checkout, securely store your payment method, and charge the full or remaining balance when the product is ready to ship.

You may cancel a partially paid pre-order that has not yet been fulfilled for a 10% cancellation fee. Once an order has been fully paid or shipped, it is no longer eligible for cancellation or refund. All purchases are backed by a 2-year warranty and lifetime customer support.

Custom Orders

Custom orders—including any sizes or configurations not listed as standard options on our website (75", 85", 102", 108", 129", 135", and 162")—are non-cancelable and non-refundable once the deposit has been paid and the order is placed. This applies to any order tailored to customer specifications outside our standard product offerings.

Return Policy

We do not accept returns once the full payment is received and the product has shipped. However, every purchase is protected by a 2-year warranty and includes lifetime support to ensure long-term satisfaction and performance.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To ensure a smooth delivery experience and protect your purchase, please review and follow these important instructions:

  1. Inspect Your Shipment Immediately Upon Delivery
  • Report any issues (including damage, missing items, or water exposure) to the driver at the time of delivery.
  • All issues must be clearly noted on the Proof of Delivery (POD) receipt.
  • The driver must acknowledge and sign the noted issues on-site.

2. Refuse Delivery if Severe Damage is Present

  • If the shipment appears seriously damaged, you may refuse the delivery to avoid accepting compromised goods.

3. Submit Photo Evidence Within 24 Hours

  • Take clear photos of any damage and submit them to our support team within 24 hours of receiving the shipment.

Final Note: 

Once the shipment is signed without notation, the ability to file claims for missing or damaged items may be limited. Please inspect carefully before signing.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For any questions or concerns please contact us at info@awall.com.