We want you to love your wallpaper. Our expert production team conduct rigorous quality checks on each and every strip of paper and we will not let anything leave our HQ if we are not 100% confident that it’s perfect for you.
In the unlikely event there is a problem with your purchase, simply contact our friendly team, and we will try our very best to come to a resolution as quickly as possible. We sell a variety of products on our website and you can find more information on our returns policy for each one below. If there is a problem with your mural, the first thing you should do is contact us within 14 days of receiving the item; You can contact us at +1 (315) 675 5100 or by email at [email protected]. We will ask you to send some photos of your mural to help us fix the problem faster. In most cases, we can tell what the problem is from the photos.
It is important to note that our murals are a bespoke item and are unique to each wall, so no two are the same and have no resale value. Therefore, we cannot accept returns of murals due to a change of plan, simply because they are undesirable, or because once installed, we cannot use them again. An order cannot be canceled after the first 24 hours after payment has been received for your custom mural.
After reviewing the photos, our team will give you a detailed breakdown of what is causing your issue. If Mare agrees that the problem is due to factors beyond our reasonable control or due to misuse by the customer or a related third party of the customer, we cannot accept responsibility for any loss or damage and no refund will be given.
If the problem is determined to be caused by something beyond our control, our helpful team can offer you advice and guidance on some practical steps you can take to try and mitigate the problem. We pride ourselves on customer service and our customers have always been good.
After reviewing the photos, if Mare thinks that the problem is due to something within our control, such as a printing defect or a faulty product, we are happy to accept responsibility and will try our best to resolve the issue as soon as possible.
In this case, most of the time, we can give you a replacement mural that can be shipped quickly. Mare sees mistakes as a learning opportunity and we work with you to solve problems to create a new one.
However, we understand that there may be instances where our customer would like a refund when a faulty product is received. Our team will gladly do this for you and arrange for the mural to be collected and returned to our head office. A full refund will be issued to your original payment method within 14 days after the mural is returned.
If a customer wishes to return the product himself rather than using our pickup service, it is the customers responsibility to ensure that the product reaches us in a timely manner and in acceptable condition. We highly recommend using an insured and tracked service and we will not be refunded for any items lost in transit once returned to us.
Please be careful when installing the mural or hiring someone to assist with the installation. Absolutely, we cannot reimburse third party installation fees or take responsibility for installation errors. The product must be checked for possible defects before hiring any third party, as we cannot accept any cancellation fees if the product is not suitable for installation.