Returns & Refunds

ORDER & RETURN INFORMATION

As every item is made to order, we do not offer refunds or exchanges. The only exception applies, if the product is faulty or has been damaged during the transit in which case we will provide a replacement.

Please inspect your goods as soon as you receive them. If you find there is visible damage to the box or packaging - please note this with the courier driver - or sign box damaged.

However, if you find that the item you have received has been damaged, please let us know within 7 working days by emailing: novawallpapershop@gmail.com. In your email, please let us know - the order number and the damage with photographs.

We ask that you return the faulty product and on inspection a replacement will be sent out. Nova Wallpaper assumes the costs of shipping.

Please do inspect your goods upon receipt, and inform us of any issues within 7 days of receipt. If you fail to do this you shall be deemed to have accepted the goods.

We do not refund damaged items, a replacement will be offered. A return postage label will be provided to return the damaged item back to us.

 

If you have simply changed your mind

All Nova Wallpaper products are custom made to order according to the design, size or framing options you choose; we are unable to return these items back into stock as it’s unlikely another customer will choose the same options as you. Therefore, we do not accept returns based on change of mind. Please choose carefully and make sure you are happy with your choice before purchasing. The only exception applies if the product is faulty or has been damaged during the shipping.

Lower value items such as small posters and decals are also made to order but can be returned for store credit but not for cash refunds. Shipping costs are non-refundable and return postage is the responsibility of the customer.

Bespoke or Printed-to-order products are non returnable as these have been made especially for you.

PRINTS, BESPOKE PRINTED WALL COVERINGS (MURALS, WALLPAPER, ROUND MURALS, POSTERS, TAPESTRIES)

We are unable to accept returns on items that are bespoke, personalized or cut to your specific measurements. This includes products like tapestries, prints, wallpaper, murals i.e. wallcoverings that are custom made to your order according to the design, size or framing options you choose. Therefore, we do not accept returns based on change of mind. Please choose carefully and make sure you are happy with your choice before purchasing.

Only replacements to unused products will be provided in the case of printing errors.

 

Transport damage

If the goods have been damaged during the shipping, please inform the delivery company about the damage immediately and contact us without delay. Failure to file a complaint or contact us has no effect on your legal rights, in particular warranty claims. Yet, you help us to assert our own claims against the carrier or transport insurance.

 

Print issues & color tones difference 

A printed piece of paper will always look slightly different from a backlit glass screen. Also different device screens display colors differently and the color of the actual product may slightly vary from the images. If the received product is printed incorrectly, please contact us and attach photos of the errors. Only new and unused products will apply for replacement. In the case of any issues, our team will inspect the errors and have a replacement sent out as soon as possible.

 

REFUNDS

Once your return is received, we will send you an email to notify you that we have received your returned item.

All refunds will be credited to the original payment method. If you paid by credit card, a refund may take up to 10 business days for your bank to complete. Processing times can vary between card issuers and unfortunately we are unable to influence this.

Please note that the original shipping costs will only be refunded on items that are incorrect or faulty, while full refunds will be made only on items returned within 14 days in their original condition. We will contact you if we have any queries regarding your return.

 

Certain situations where only partial refunds are granted (if applicable).

Any item not in its original condition, damaged or missing parts for reasons not due to Nova Wallpaper.

Any item returned more than 14 days after being received by customer. 

Only regular priced items may be refunded, sale items cannot be refunded.

Due to the extent of our worldwide shipping, delayed deliveries do not apply for refunds, but may apply for compensation.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at novawallpapershop@gmail.com.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at novawallpapershop@gmail.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

CANCELLATIONS

We will make a sincere attempt to honour a cancellation request, however, once the order is shipped, the order may not be cancelled. To cancel an order, please contact us as soon as possible at novawallpapershop@gmail.com.