Exchange and Return Policy for Customized Wallpaper

We understand that, as a consumer, you have rights and expectations. However, due to the highly customized nature of our products, our exchange and return policy has some important particularities, in accordance with the Consumer Protection Code.

Customized Products: Non-Applicability of the Right of Withdrawal (Art. 49 CDC)

According to Article 49 of the Consumer Protection Code, the right of withdrawal (canceling the purchase within 7 days after receipt) does not apply to customized products made to the customer's specifications. Our wallpapers are produced exclusively for you, with the measurements and design you chose, making resale to another customer unfeasible.

When You CAN Request an Exchange or Return:

Exchange or return will be accepted in the following cases:

1. Manufacturing Defect:
   • If the product has printing flaws, damaged material, colors inconsistent with the approved proof, or any other manufacturing defect.
   • Deadline: You must notify us of the defect within 7 calendar days after receiving the product.
   • Process: Send clear photos and/or videos of the defect to our support email ([[e-mail]]). After analysis and confirmation of the defect, we will provide a replacement product at no additional cost.
2. Shipping Error:
   • If you received a design different from the approved one, material that does not match the order, or completely incorrect measurements (that do not correspond to your order).
   • Deadline: Notify us within 7 calendar days after receipt.
   • Process: Send evidence of the error. After verification, we will send the correct product and cover the return shipping costs for the incorrect item, if necessary.
3. Damage During Transport:
   • If the product arrived damaged due to transport (damaged packaging, wrinkled/torn wallpaper).
   • Deadline: Refuse receipt at delivery if the packaging is visibly damaged. If the damage is noticed after receipt, notify us within 24 hours after delivery, with photos of the packaging and damaged product.
   • Process: After evaluation, we will resend the product.

When Exchange or Return is NOT Accepted:

Exchange or return will not be possible in the following cases:

• Measurement Errors Provided by the Customer: The responsibility for correct measurements lies with the customer. We always suggest using our guide "How to Measure My Wall Correctly?" and adding a safety margin.
• Dissatisfaction with the Design After Approval: Once you approve the final artwork, we understand that the design meets your expectations.
• Minimal Color Variations: Small color variations may occur between the computer screen and the final print due to monitor calibrations. We recommend requesting samples if color fidelity is critical.
• Installation Issues by Customer or Third Parties: We are not responsible for damages caused during installation, whether done by the customer or hired installers.
• Wear Due to Misuse or Lack of Care: Damages caused by improper cleaning, excessive sun exposure, humidity, or impacts are not covered.

How to Contact Us:

For any exchange or return requests, contact our support team via email at [[e-mail]] or by phone at [Your Phone Number], providing your order number and details of the issue.

Our goal is your satisfaction, and we will do our best to resolve any problem fairly and efficiently.