REFUND & RETURN POLICY
At Gaile Decor, we offer both custom-made personalized items and event hardware. Because these products have different manufacturing processes, the following rules apply:
1. Custom & Personalized Items (Backdrops, Signs, Guestbooks, Ornaments, etc.)
Each of these pieces is custom-printed, engraved, or manufactured specifically for your order.
Non-Returnable: We do not accept returns or "change of mind" exchanges on backdrops, signs, guestbooks, or ornaments.
Customer Errors: Gaile Decor is not responsible for typos, incorrect dates, or low-resolution images provided by the buyer. However, we offer special discounted reprint pricing should you need a replacement due to a personal error.
Faulty Custom Items: If your item arrives damaged or with a printing error on our part, we will provide a replacement at no cost if reported within 72 hours of delivery.
2. Event Decor & Hardware (Stands, Frames, etc.)
For non-personalized hardware such as backdrop stands and general event decor:
Faulty Items: If an item is faulty or defective upon arrival, it is eligible for a replacement or a full refund.
7-Day Window: You must notify us at hello@gailedecor.com and provide photographic evidence of the fault within 7 days of receiving the item.
Conditions: The item must be unused and in its original packaging to be eligible for a refund.
3. Cancellations & Changes
We strive to begin production as quickly as possible to meet your event deadlines.
The Cancellation Window: We can only accept cancellations within two (2) hours of purchase, provided that the first digital proof has not yet been sent to you.
Once a digital proof has been sent, or the two-hour window has passed, the order is considered "In Progress" and cannot be canceled or refunded.
4. Damaged in Transit
Please inspect your order immediately upon reception.
Reporting: Contact us at hello@gailedecor.com within 72 hours of delivery.
Evidence: Clear photos of the damage to the product and the original packaging are required to process a claim.
5. Color and Material Variations
Colors may vary slightly from your screen display due to monitor calibrations and the nature of printing on different substrates. Variations occur based on the material used, including fabric backdrops, acrylic signage, canvas, foam board, wood frame, or ceramic/acrylic/wood ornaments. Natural materials like wood may have unique grain patterns. These variations are not considered defects and are not eligible for refunds.
6. Shipping, Delivery & Address Accuracy
Incorrect Addresses: We ship to the address provided at checkout. If a package is returned or lost due to an incorrect address, the customer is responsible for the cost of re-shipping or a replacement.
Delivery Status: Gaile Decor is not responsible for packages that are stolen or lost after the carrier has marked them as "Delivered."
Carrier Delays & Refunds: Gaile Decor is not responsible for delays caused by shipping carriers, as transit times are outside of our control once a package leaves our printing partner. We do not offer refunds on products due to shipping delays.
Shipping Cost Reimbursement: We will only consider a refund of the shipping fees (not the product cost) if you purchased Express or Priority shipping and the carrier fails to deliver the item within their guaranteed and committed timeframe. This does not apply to Standard or Free shipping tiers, as those transit times are estimates and not guarantees.