Please review this Returns & Refund Policy before purchasing. It forms part of our Terms of Service. Your non-waivable statutory rights are preserved — see the region-specific sections at the end. If something is wrong with your order, contact our team via the contact form or the email below and we will work to resolve it as quickly as possible.
Custom-Made Goods — No Right of Withdrawal
All MareWall wallpapers and murals are custom-made to the dimensions and personal design you provide at the time of order. They are unique to you and cannot be resold.
We do not accept returns, exchanges, or issue refunds for change of mind, dissatisfaction, incorrect measurements provided by you, or inability to reuse the wallpaper after installation.
This reflects the custom-goods exemption from the right of withdrawal (EU Consumer Rights Directive Art. 16(c); the equivalent UK provision; and the Turkish Distance Contracts Regulation Art. 15/1-b).
Cancellation
Because our products are custom-made, you may cancel your order free of charge within 12 hours of placing it. We do not begin production until this 12-hour window has passed. To cancel, send a written request to [email protected] as soon as possible — the earlier you contact us, the more certain we can process it before your order moves forward. Once the 12-hour window has passed, your order enters production and raw materials are committed; it can no longer be cancelled.
Reporting a Problem
If there is an issue with your order, contact us within 14 days of receiving it. To speed up resolution, we may ask for clear photographs of the product and packaging; in most cases we can identify the issue from these images. Claims regarding product suitability are only considered before installation.
Manufacturing Defects & Printing Errors (our responsibility)
If our team confirms a printing defect or manufacturing error originating from our production, we take full responsibility.
- Our remedy is a free, like-for-like replacement, produced and shipped on an expedited basis.
- We do not provide monetary refunds for defects where a replacement can be supplied; a monetary refund is issued only at our discretion where a replacement is not possible.
- Notify us within 14 days of receiving the package, with your order number and clear photographs of the defect. A carrier-witnessed opening is not required for manufacturing defects.
- We strongly recommend inspecting the wallpaper for defects BEFORE installation, and installing it promptly after delivery — the 14-day window below runs from your delivery date, not from your installation date. If a genuine manufacturing defect first becomes visible during or after installation, it remains eligible for a replacement provided you report it within 14 days of delivery with supporting evidence (e.g. unboxing or pre-installation photographs/video, plus photos of the defect once visible). If you install more than 14 days after delivery, a defect discovered at that point falls outside this window.
- Damage caused by the installation process itself — including mishandling, unsuitable adhesive, incorrect tools, or installer error — is not a manufacturing defect and is not covered, regardless of when it is reported.
Authorised & Customer-Arranged Returns
- A return is only accepted where we authorise it in advance. The item must reach us promptly and in good, resaleable condition.
- If you return a product independently, we are not responsible for lost or damaged return shipments — use a tracked and insured service.
- Refunds, where applicable, are processed only after we receive and verify the returned item.
Damage in Transit (carrier responsibility)
Transit damage is handled under our Shipping Policy. Inspect the outer packaging on delivery; if damaged, refuse the package or obtain an official carrier damage report, and email us photographs within 48 hours. Without a carrier damage report, transit-damage claims cannot be accepted, because the carrier is the responsible party.
Installation & Usage Responsibility
- Inspect the product for defects, colour, and sizing BEFORE installation, including if you hire a professional installer.
- Claims regarding a genuine manufacturing defect discovered during or after installation are handled under "Manufacturing Defects & Printing Errors" above and must be reported within 14 days of delivery with supporting evidence. Claims about product suitability (e.g. size, colour preference, change of mind) are only considered before installation.
- We do not reimburse third-party installation costs under any circumstances and are not responsible for installation errors.
- You are responsible for proper storage and application. Damage from improper handling, unsuitable environmental conditions (e.g. damp or textured walls), or incorrect installation is not covered — this is not a manufacturing defect regardless of when it is reported.
Refund Method & Timing
Where a refund applies, it is issued to the original payment method (Stripe / PayTR). Where a return is required, the refund is processed within 14 days of our receiving and verifying the returned item.
Payment Disputes & Chargebacks
A custom order becomes binding once it enters printing/production. For an order that has valid carrier proof of delivery, or that has entered production, initiating a chargeback without first contacting us to resolve the matter is treated as a wrongful dispute and a breach of these terms. We will contest it with our records — order details, the IP address and device used, the 3-D Secure (SCA) and address-verification (AVS) results, production records showing your order had entered printing, and the carrier proof of delivery — and reserve the right to recover resulting costs and to decline future orders. See our Shipping Policy.
Statutory Consumer Rights
The timeframes above are operational requirements; they do not waive non-disclaimable consumer rights under applicable law.
EEA / UK Users — The custom-goods exemption from the right of withdrawal applies, but your rights regarding faulty or misdescribed goods remain under the EU Consumer Rights Directive and the UK Consumer Rights Act.
US / California Users — Nothing here limits non-waivable state consumer rights; eligible disputes may be brought in small-claims court.
Türkiye Kullanıcıları — Kişiye özel üründe cayma hakkı Mesafeli Sözleşmeler Yönetmeliği m.15/1-b uyarınca kullanılamaz; 6502 sayılı TKHK ayıplı mal hükümleri saklıdır. Satıcı MAREWALL DEKORASYON DİJİTAL BASKI REKLAM SAN. VE TİC. LTD. ŞTİ.'dir.