WALLFEEL RETURN & REFUND POLICY
At WallFeel, many of our wall coverings are created specifically for each customer’s wall, including made-to-measure murals, custom-sized wallpaper and personalised designs.
We want you to be confident when ordering from us. This policy explains when an order can be cancelled, returned, replaced or refunded.
Nothing in this policy affects your statutory consumer rights.
1. Made-to-Measure & Personalised Wallpaper
Many WallFeel products are manufactured specifically for you based on measurements, specifications, artwork or personalisation that you provide or approve.
This includes:
- made-to-measure wallpaper and murals;
- wallpaper manufactured to dimensions supplied by you;
- custom-designed murals;
- personalised photo murals;
- customer-uploaded photographs or artwork;
- designs created or modified specifically for your order; and
- other products clearly personalised or manufactured to your specifications.
Because these products are made specifically for you, they cannot normally be returned, exchanged or refunded simply because you change your mind once production has begun.
For UK consumers, the standard cancellation right that applies to many online purchases generally does not apply to goods made to the consumer’s specifications or clearly personalised.
This does not affect your rights if your product is faulty, damaged, incorrectly manufactured, misdescribed or otherwise does not conform to your contract.
2. Cancelling Before Production
If you make a mistake or wish to cancel your order, contact us as soon as possible:
hello@wallfeel.com
If production has not yet started, we will make reasonable efforts to cancel or amend your order.
Once production of a made-to-measure or personalised product has begun, cancellation may no longer be possible.
3. Standard Non-Personalised Products
Where WallFeel sells a standard product that has not been made to your specifications or personalised, eligible UK consumers may have the right to cancel their purchase under applicable consumer law.
Where the statutory cancellation right applies, you generally have 14 days from receiving the goods to tell us that you wish to cancel.
You will then normally have a further 14 days to return the goods.
Returned products should be kept in their original condition and must not have been installed, cut, damaged or handled beyond what is reasonably necessary to inspect them.
Customers outside the United Kingdom may have different mandatory cancellation or return rights under their local laws.
4. Please Check Your Measurements
Customers are responsible for providing accurate measurements for made-to-measure WallFeel products.
Please carefully check your:
- wall width;
- wall height;
- units of measurement;
- total coverage required;
- number of walls;
- positioning; and
- cropping requirements
before completing your order or approving a design.
If WallFeel manufactures your wallpaper correctly according to the measurements or specifications you supplied or approved, we cannot normally provide a free replacement or refund because the measurements supplied were incorrect.
If you are unsure about measuring your wall, please contact us before placing your order.
5. Inspect Your Wallpaper Before Installation
Please inspect your WallFeel wallpaper carefully before installation wherever reasonably possible.
Check the:
- design;
- measurements;
- material;
- print quality;
- panels;
- personalisation; and
- product for visible damage.
If you believe something is wrong, stop and contact WallFeel before installing the wallpaper.
If an obvious defect becomes apparent during installation, stop installing additional panels and contact us.
This does not affect your rights regarding defects that could not reasonably have been identified before or during installation.
6. Damaged, Faulty or Incorrect Products
If your WallFeel product arrives:
- damaged;
- faulty;
- incorrectly printed;
- incorrectly manufactured;
- materially different from what you ordered;
- misdescribed; or
- otherwise not in conformity with your contract,
please contact us as soon as reasonably possible at:
hello@wallfeel.com
Please provide:
Your name
Order number
Description of the problem
Clear photographs and/or video showing the issue
For delivery damage, please also photograph the packaging and shipping label where possible.
Please retain the product and packaging while we investigate.
7. How We Resolve Genuine Product Problems
Once we receive the information relating to your issue, we will assess the order and product.
Where the product is confirmed to be faulty, damaged, incorrectly manufactured or otherwise does not conform to the contract, we will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include:
- repair where appropriate;
- replacement;
- price reduction; or
- refund.
Your statutory rights remain unaffected.
8. Installation Problems
WallFeel sells wall coverings and does not provide installation services.
Customers are responsible for installing the wallpaper themselves or independently arranging installation.
WallFeel may provide installation instructions or general guidance for particular materials.
A problem caused solely by circumstances unrelated to the quality or conformity of the WallFeel product is not considered a product defect.
Examples may include:
- incorrect installation;
- failure to follow installation instructions;
- incorrectly prepared walls;
- unsuitable surfaces;
- damp or excessive moisture;
- structural wall problems; or
- damage caused during installation.
This does not affect your rights where the WallFeel product itself is faulty or otherwise does not conform to your contract.
9. Colour & Digital Displays
We take reasonable care to represent WallFeel designs and colours accurately.
However, phones, tablets, computers and other displays can reproduce colours differently because of screen calibration, brightness and display technology.
Minor differences between a digital preview and the physical printed product caused solely by screen reproduction do not automatically constitute a defect.
If exact colour matching is particularly important to your project, please contact WallFeel before ordering.
10. WallFeel Material Finishes
WallFeel materials, including Smart Gloss™, Pro Matte™ and Luxe Texture™, have distinct physical surface characteristics.
These characteristics are described on the relevant product pages.
In particular, Luxe Texture™ incorporates raised and embossed physical detailing within the artwork.
Its physical texture and finish do not change as a result of normal room lighting conditions.
Different viewing angles or lighting positions may determine which glossy raised details are most visibly reflected, but this does not represent a change to the physical material itself.
11. How to Request a Return
Before returning any product, contact:
hello@wallfeel.com
Please include your order number and reason for requesting the return.
Do not send products back without contacting WallFeel first.
Where a return is appropriate, we will provide the relevant return instructions.
The return destination may differ depending on the product, production location and customer’s country.
12. Return Shipping Costs
Where goods are being returned because they are faulty, damaged, incorrect or otherwise non-conforming, WallFeel will handle reasonable return costs where required by applicable law.
For eligible change-of-mind returns involving standard, non-personalised products, the customer may be responsible for return shipping costs unless otherwise stated or required by applicable law.
13. Refunds
Where a refund is approved, it will normally be issued to the original payment method used for the order.
Once WallFeel processes the refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Any original standard delivery charges will be refunded where required by applicable consumer law.
14. International Orders
WallFeel sells internationally.
Consumer rights can vary between countries.
Nothing in this Return & Refund Policy is intended to exclude or restrict mandatory consumer rights that apply to customers under applicable law.
International customers experiencing a problem with an order should contact:
hello@wallfeel.com
We will assess the issue and provide an appropriate resolution in accordance with the order circumstances and applicable consumer rights.
15. Contact WallFeel
For cancellations, returns, damaged products, replacements or refunds:
WallFeel
Website: www.wallfeel.com
Email: hello@wallfeel.com
