Refund policy

RETURN AND REFUND POLICY

**Last updated: August 18, 2026**

We want every WallTheArt purchase to be considered carefully and received with confidence. This policy explains cancellation, return, replacement, and refund rights for Original Works, Gallery Editions, and commissioned or personalized pieces purchased through walltheart.com.

Nothing in this policy limits any non-waivable rights available under applicable consumer law.

## 1. Standard Return Period

Unless an exception below applies, you may notify us that you wish to return an eligible item within **14 calendar days after the date on which you, or a person designated by you, receives the item**.

To begin a return, email **wallartsdecors@gmail.com** with:

- your order number;
- the title of the work or product;
- the reason for the return; and
- photographs showing the item and its current condition.

Do not send an item to us without return authorization. We will provide the correct return destination and packing instructions. Returns sent to an unauthorized address may be delayed or refused where permitted by law.

After notifying us, you must dispatch the return within 14 calendar days, unless applicable law provides otherwise.

## 2. Return Condition

Returned items must be in substantially the same condition in which they were received and must include all supplied components, mounting hardware, documentation, and protective packaging. The work must not have been installed, altered, cleaned with chemicals, cut, stretched, reframed, repaired, or otherwise modified.

You may inspect an item only as reasonably necessary to establish its nature, characteristics, and condition. Where permitted by law, you may be responsible for any diminished value caused by handling beyond what would reasonably be permitted in a physical gallery or shop.

Because textile works can be sensitive to folding, pressure, moisture, and abrasion, the return must follow our packing instructions and use a tracked service appropriate for the value and dimensions of the item. For higher-value works, we may require insured return shipment.

## 3. Items That Cannot Be Returned for Change of Mind

Except where an item is defective, damaged in transit, materially misdescribed, or return is otherwise required by law, change-of-mind returns are not available for:

- commissioned works created to the customer’s specifications;
- clearly personalized products;
- non-standard dimensions, colors, inscriptions, layouts, framing, or other customer-selected modifications made specifically for the order;
- digital gift cards after use; or
- items marked “Final Sale” where such a restriction is lawful and was disclosed before purchase.

The fact that a work is handmade, unique, produced in a single example, or prepared after an order is placed does **not by itself** remove a statutory right of withdrawal. Any exception will be applied only where the item was genuinely made to the customer’s specifications or clearly personalized, or where another lawful exception applies.

## 4. Original Works and Handmade Characteristics

Original Works and handmade textile pieces may contain intentional or inherent variations in weave, pile, pigment, tone, repaired areas, edges, joins, dimensions, and surface texture. These characteristics form part of the individual material identity of the work and are not defects when they are consistent with the product description and images.

This does not affect your rights if an item is damaged, unsafe, materially different from its description, or otherwise non-conforming under applicable law.

## 5. Damaged, Defective, or Incorrect Items

Please inspect the package promptly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact **wallartsdecors@gmail.com** as soon as reasonably possible and preferably within **7 days of delivery**. This notification period helps us pursue a carrier claim but does not reduce any longer mandatory legal right.

Include:

- your order number;
- photographs of the outer packaging, shipping label, internal protection, and complete item;
- close photographs of the affected area; and
- a brief description of the issue.

Keep all packaging until we complete our assessment. Depending on the circumstances and applicable law, we may arrange repair, replacement, price reduction, or refund, including reasonable return costs for a verified defective, damaged, or incorrect item.

## 6. European Union and EEA Consumers

If you are an eligible consumer in the European Union or European Economic Area and the applicable distance-selling rules apply, you generally have a statutory right to withdraw from an eligible online purchase within 14 days after delivery without giving a reason. The right does not generally apply to goods made to your specifications or clearly personalized.

Following a valid withdrawal, we will reimburse payments required by law, including the cost of the least expensive standard outbound delivery option offered by us. Additional charges resulting from your choice of an enhanced or express service are not refundable unless required by law. We may withhold reimbursement until we receive the returned goods or you provide evidence of dispatch, whichever occurs first.

Unless the item is defective, incorrect, or we agreed otherwise, you are responsible for the direct cost of returning it. Mandatory national consumer protections, including applicable legal conformity guarantees, remain unaffected.

## 7. United Kingdom Consumers

Where UK distance-selling legislation applies, an eligible consumer generally has 14 days after delivery to tell us that they wish to cancel and a further 14 days to send the goods back. Exceptions may apply to goods made to the customer’s specifications or clearly personalized. Statutory remedies for faulty or misdescribed goods are not restricted by this policy.

## 8. United States Customers

For eligible non-personalized items, WallTheArt voluntarily provides the 14-day return period described above, subject to this policy. Additional rights may apply under federal or state law where an item is damaged, defective, not delivered as promised, or materially misrepresented.

## 9. Return Shipping

For an approved change-of-mind return, the customer is responsible for return shipping, insurance, customs documentation, and any avoidable charges, except where applicable law requires otherwise. We do not accept cash-on-delivery returns.

If we confirm that an item was damaged in transit, defective, or incorrect, we will provide or reimburse a reasonable return method where required.

International customers should clearly mark a return shipment as **“Returned Merchandise”** and follow the carrier’s customs instructions. We are not responsible for customs charges caused by inaccurate return documentation supplied by the sender.

## 10. Refunds

We will inspect the returned item and notify you whether the refund is approved. Approved refunds will be issued to the original payment method. We aim to initiate the refund within **10 business days after approval**, or within any shorter mandatory period. For EU/EEA and UK statutory withdrawals, the maximum reimbursement timetable required by applicable law will control.

Your bank or card issuer may need additional time to post the refund. We do not control financial-institution processing times.

Original outbound shipping, express upgrades, duties, taxes, brokerage charges, and return costs are non-refundable except where this policy or applicable law expressly requires reimbursement.

## 11. Exchanges

Because many works are unique or produced in limited availability, direct exchanges may not be possible. The most reliable method is to return the eligible item under this policy and place a separate order. If a replacement is required for a defective or damaged item, we will confirm availability before proceeding.

## 12. Order Cancellation Before Dispatch

Contact us immediately if you need to cancel an order. We may cancel and refund a standard item if fulfillment has not begun or the item has not been dispatched. Commissioned, personalized, or specially configured work may become non-cancellable once design approval, material allocation, or production has begun, to the extent permitted by law. Any such restriction will be disclosed before purchase or before production begins.

## 13. Contact

Return and refund requests: wallartsdecors@gmail.com
Website: **https://walltheart.com**