Refund Policy

At GraceDisplays, we are committed to providing quality products and reliable doorstep delivery. We carefully check and pack every order before dispatch.

What We Cover

Your order doesn't arrive: We'll replace and reship it at no charge
Your order arrives damaged: We'll replace the damaged item at no charge
We made a printing or production mistake: We'll reprint it at no charge
Claim review: Usually within 1–2 business days
Replacement orders: Given priority in production

If Your Order Doesn't Arrive

Sometimes a package can get lost in transit, delivered to the wrong location, or held up by the carrier.

If your order hasn't arrived by the expected delivery date, let us know within 7 days. We'll look into it with the courier and, where appropriate, reproduce and reship your order at our expense.

You don't need to spend your time chasing the delivery company. We'll handle that part.

If Your Order Arrives Damaged

Please check your package when it arrives. If the display or any part of your order has been damaged during shipping, contact us within 7 days of delivery.

To help us process the claim quickly, please send:

•    Your order number
•    Photos of the damaged product
•    A photo of the shipping box or outer packaging

Once we have the information, we'll review the damage and arrange a replacement where applicable. In most cases, you won't need to send the damaged item back.

If We Made a Mistake

Custom orders are produced using the artwork and specifications approved by you.

If the product you receive doesn't match the approved proof because of an error on our part such as the wrong size, incorrect artwork, or a production mistake, we'll take care of it.

We'll provide:

A free reprint, free shipping, and priority production.

There are no restocking fees and we won't simply offer store credit when the mistake is ours.

How to Make a Claim

We try to keep the process simple.

1. Send us the details

Contact us with your order number, photos if needed, and a short description of the problem.

2. We'll review it

Our team will normally review the claim within 1–2 business days. We'll compare the product with your approved proof and check our production records.

3. We'll let you know what happens next

If the issue was caused by us, we'll put your replacement or reprint into production and send you the updated dispatch information.

4. If the issue wasn't caused by us

We'll explain what we found and, wherever possible, help you find a practical solution.

What If the Problem Was in the Approved Artwork?

Not every issue is a production error.

For example, you may discover after receiving the product that your approved artwork contained a spelling mistake, the logo wasn't high enough resolution, or the size doesn't work for the space where you planned to use it.

We understand that mistakes happen.

In these situations, we'll still try to help:

•    Our design team can correct the artwork for you at no design charge.
•    We'll produce the corrected item at our cost, with our normal margin waived.
•    We'll prioritize the replacement where possible to help you meet your deadline.

The corrected order isn't completely free, but we'll make it as reasonable as we can.

Delivery Delays

Once your order leaves us, the courier is responsible for the delivery. We can't control everything that happens during transit, but we don't simply leave you to deal with it yourself.

Here's how we handle delivery:

•    We stand behind our production schedule. If we miss our promised dispatch date, we'll upgrade the shipping where possible at our cost.
•    We monitor shipments. If tracking shows that a package has stopped moving, we'll follow up with the carrier.
•    We'll keep you informed. If there's a significant delay, we'll let you know what we're seeing and what we're doing about it.

Courier delays don't automatically qualify for a refund, but we'll do everything we reasonably can to get your order moving.

Ordering for an Event?

If your display is needed for a particular event, services, trade show, or deadline, tell us the date when you place your order.

We'll check the production and delivery schedule and let you know if the timing is tight. Where necessary, we'll recommend an expedited shipping option rather than leave you relying on a last-minute delivery.

Colour, Size and Finish

Printed fabric can look slightly different from what you see on your computer or phone screen. This is normal because screens produce light, while printed fabric reflects light.

Colour

Small colour differences between an on-screen proof and the finished fabric are normal with dye-sublimation printing and don't necessarily mean there is a printing defect.

If colour matching is particularly important, you can request a printed colour swatch before production.

Size

Fabric can move or relax slightly during the printing and finishing process. A finished fabric graphic may vary by approximately 1–2%, which is normal for this type of product.

Finish

Small variations in stitching, hems, seams, and silicone edging can occur between production runs. These are acceptable as long as the finished product meets the required specifications and functions correctly.

If the product falls outside these normal tolerances or doesn't meet the approved specifications, we'll review it as a potential production issue.

Returns for Standard Products

If you've purchased a standard, non-custom item such as a frame, stand, carrying case, or accessory and decide it's not suitable, you can request a return within 7 days of delivery.

To qualify:

•    The item must be unused.
•    It must be in its original packaging.
•    It must be in a condition that allows us to resell it.
•    Return shipping is free for eligible returns.
•    Once the item is received and inspected, the refund will be made to your original payment method.

Custom-Printed Products

Custom-printed graphics are made specifically for your order, so they can't normally be returned simply because you've changed your mind.

However, custom products remain covered if they:

•    Arrive damaged
•    Don't arrive
•    Contain a production or printing error on our part

Hardware and Frame Warranty

Our display hardware is covered by a 1-year warranty against manufacturing defects.

If a pole, foot, connector, clip, or another component is missing or defective, contact us and tell us which part you need.

Where covered by the warranty, we'll send the replacement component rather than asking you to return the entire display.

What Isn't Covered

Our return and replacement policy doesn't cover:

•    Damage caused by incorrect setup or handling after delivery
•    Damage that occurs while transporting or storing the product after delivery
•    Normal wear and tear from regular or repeated use
•    Changes to custom artwork after you have approved the proof
•    Spelling, content, image, or other artwork errors that were already present in the approved proof

If you're unsure whether an issue is covered, contact us. We'll review it with you rather than leave you guessing.

Need to Make a Claim?

Get in touch with our team and we'll take a look.

Email: sales@gracedisplays.com
Phone: +1 (325) 666-4223
WhatsApp: +1 (702) 602-1772

Please include your order number and any relevant photos when contacting us. This helps us understand the problem and resolve it faster.

We normally respond within the same business day.