Terugbetalingsbeleid

Last Updated: February 3, 2026

At Wall Mural Shop, we strive for perfection in every print. Because our products are custom-made to your specific requirements, our Return & Refund Policy is designed to be fair to both the artist and the customer. This policy applies to all purchases made via wall-mural-shop.com

1. Return Window & Global Timeline

We offer a 30-day return window. You have 30 calendar days from the date the carrier (DHL, UPS, or SunExpress) marks the item as "Delivered" to request a return. After this 30-day period, we cannot offer a refund or replacement.

2. Return Eligibility Requirements (Strict Standards)

To maintain the hygiene and quality of our wallpaper products, returns are only accepted if:

The mural is in its original, uncut, and unpasted condition.
The product is returned in its original protective tube/packaging with all end caps secured.
The item shows no signs of installation attempts (no adhesive residue, no surface scratches).
The printed image remains in "as new" condition.
Note: Custom-sized murals based on unique dimensions provided by the customer are generally non-returnable unless defective.

3. No Restocking Fees

Unlike many home decor retailers, Wall Mural Shop does not charge a restocking fee. We believe in transparency; if your return is approved, you receive the full purchase price back, subject to our cancellation and shipping terms.

4. Exchange Policy (Damaged Goods Only)

Due to the custom nature of our manufacturing, we only perform exchanges for items that arrive damaged or defective.

We do not offer exchanges for different designs or "change of mind" once the product is printed.
If your item is damaged, we will rush-print a replacement of the exact same design and size at no additional cost to you.

5. Damaged, Defective, Incorrect, or Missing Items

We maintain a strict quality control process, but in the event of an error:

Reporting: You must notify us at contact@wall-mural-shop.com within 48 hours of delivery.
Evidence: You must provide high-resolution photos of the damaged mural, the shipping label, and the external packaging (to show if the carrier mishandled it).
Important: Do not discard the mural or packaging until our team has reviewed the claim.

6. Order Cancellation Policy

Pre-Processing (Within 24 Hours): You may cancel for a 100% full refund if you contact us within 24 hours of placing the order.
Post-Processing/Shipped: If you request a cancellation after 24 hours (once the custom printing process has started or the item has shipped), a 10% administrative and material fee will be deducted from your refund. This fee covers the custom materials used for your unique order.

7. How to Initiate a Return & Return Methods

Request: Email contact@wall-mural-shop.com with your order ID.
Authorisation: If eligible, we will issue a Return Merchandise Authorisation (RMA) number.
Packaging: Secure the mural back in its original tube. Write the RMA number clearly on the outside of the package.
Courier: Use a trackable courier service. Items sent without tracking that do not arrive at our centre cannot be refunded.

8. Return Shipping Costs

Faulty Items: If the return is due to our error (wrong item/damaged), Wall Mural Shop will provide a prepaid shipping label or reimburse the cost.
Standard Returns: For all other returns, the customer is responsible for all return shipping costs and any applicable international customs/broking fees incurred during the return trip.

9. Return Methods & Return Address

Important: Do not return items to our manufacturing facility in China. Returns must be sent to our Operations Center in Spain (Avenida de Europa, Jerez de la Frontera).

You must ship the return to the specific Fulfilment & Operations Center address provided in your RMA instructions (typically our EU centre in Spain). Items sent to the wrong location will result in a delayed or forfeited refund.

10. Refund Processing Time & Late Refunds

Inspection: Once received, our team will inspect the mural within 3 business days.
Approval: If approved, your refund will be triggered immediately.
Credit: The funds will appear on your original payment method (Visa, Mastercard, Maestro, American Express, UnionPay, Apple Pay, Google Pay, and Shop Pay) within 7 business days (Monday–Saturday), depending on your bank's processing time.

11. Customer Responsibility & Installation

Surface Prep: It is the customer's responsibility to ensure the wall is clean, dry, and smooth. We are not responsible for murals that fail to adhere due to poor wall preparation.
Measurement: Customers are responsible for providing accurate dimensions. Please add an extra 2-3 inches to your width/height for "bleed" to account for uneven walls.

12. Lost Parcel Policy

If your tracking info stops updating for more than 10 business days:

We will launch an investigation with the carrier (DHL/UPS).
If the carrier confirms the package is lost, we will provide a 100% free replacement.
If the tracking shows "Delivered" but you have not received it, you must file a claim with the local courier before we can assist.

13. Policy Abuse, Fraud & Safety

We utilise advanced fraud detection. We reserve the right to refuse service or refunds to individuals who:

Claim "not received" for items marked as delivered with photo proof.
Repeatedly purchase and return items (serial returning).
Provide manipulated photos of "damage".

14. Business & Contact Information

Wall Mural Shop, owned and operated by MONRUBE SL.

Legal Entity Name: MONRUBE SL

Trading As: Wall Mural Shop

NIF: B11601994

Registered Address: Avenida de Europa, 11405 Jerez de la Frontera, Cádiz, Spain

Phone: +34609710611

E-mail: contact@wall-mural-shop.com

Live Chat: Available on the website

Business Hours: 8:00 AM to 6:00 PM (Monday–Saturday), (GMT+01:00) Central European Standard Time (Madrid)

15. Policy Updates

Wall Mural Shop reserves the right to modify these terms. Continued use of the site following any changes constitutes acceptance of the new terms.