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At Vertical Design, we take great pride in crafting unique, high-quality lighting for your space. Because many of our pieces are handmade or custom-built to your specifications, we have specific guidelines regarding returns and cancellations.

1. Custom-Made & Bespoke Orders

Every custom light we create is a one-of-a-kind manufacturing service tailored specifically to you.

• No Returns or Cancellations: Because manufacturing begins immediately after payment is received, we cannot offer refunds, replacements, or cancellations once an order is placed.
• Double-Check Your Specs: We will be in touch with the customer after custom order are placed (not for the shop items) Once you’ve paid or signed, the order is locked in for production.
• Your Rights: These terms do not affect your statutory rights.

2. The Beauty of Handmade (What to Expect)

We celebrate the "perfectly imperfect" nature of handmade goods. Because our lights are hand-rendered and crafted using materials like Perspex, please keep the following in mind:

• Natural Variations: Slight discolorations or variations in color can occur. Please note that screen calibrations (monitors/printers) can also make colors look slightly different in person than they do on screen.
• Pro Tip: Most superficial marks on Perspex can be easily buffed away with a soft cloth and a little white vinegar!

3. If Your Order Arrives Damaged

We want your light to arrive in perfect condition, but we know the shipping journey can be unpredictable. To help us resolve issues quickly:

• Within 48 Hours: If your goods arrive damaged, please notify both the delivery agent and our team in writing within 48 hours.
• Photos are Essential: To verify the damage for insurance purposes, please send us photos of the packaging (before opening if possible) and the entire light, as well as close-ups of the specific damage.

Please note: We are unable to process damage claims if they are reported outside of this 48-hour window.

4. Defects or Order Discrepancies

Please inspect your lights as soon as they arrive! You have 48 hours from the time of delivery to notify us of any alleged defects, shortages, or errors in the order description.

• If we haven't heard from you within 48 hours, the goods are considered accepted and in perfect condition.
• If a genuine manufacturing error has occurred, we will provide you with a return label so we can inspect the item.
• Our Commitment: If the error is ours, we will endeavor to repair or replace the item to ensure it meets your original specifications.