Refund policy
We are always happy to assist you with any questions or concerns. We strive to ensure that you are completely satisfied with your purchase, and if any issues arise, we will do our best to make it right. Please contact us at sales@wallartset.com within 32 days of receiving your order. Unfortunately, we will not be able to help you if your order was delivered more than 32 days ago. We recommend inspecting your package and prints upon receipt to ensure everything is in perfect condition.
✨ This table was generated with the help of AI to make things easier for you! For full details, please review our complete refund policy. ✨
| Issue | What to Do? | Important Conditions |
|---|---|---|
| Want to cancel/modify an order | Email us with your order number | Within 12 hours for standard shipping, 2 hours for expedited shipping. More details |
| Want to return an order | Email us within 32 days of delivery | Item must be unused, undamaged, and in original packaging. Refund: 50%. Return shipping paid by the customer. More details |
| Received damaged or defective prints | Email us with photos/videos | We offer a replacement or a refund. To review the important terms and conditions: More details |
| One print from my order is damaged | Email us with photos/videos | We replace/refund the affected print. To review the important terms and conditions: More details |
| Received the wrong print | Email us with photos | We will send the correct print free of charge or issue a refund. More details |
| Order has not arrived on time | Check tracking number. If no updates, contact us. |
Standard shipping: The order considered lost after 19 business days after it was placed. Expedited shipping: Contact us 2 business days after the estimated delivery date. More details |
| Package lost due to incorrect address | Contact us if the package is returned to sender | If returned, we may reship to a different address for an additional shipping fee. More details |
CANCELLATION / ORDER DETAIL ADJUSTMENT
If you need to cancel or modify your order (e.g., change the shipping address), please email us as soon as possible.
- For orders placed with standard/economy shipping, changes can be made within 12 hours after placing the order.
- For orders placed with faster shipping, changes can be made within 2 hours after placing the order.
Please include your order number in the email subject to ensure a quick response. Once your order is in production, we may not be able to modify or cancel it.
RETURN / EXCHANGE
All prints are handcrafted and made to order, which means we cannot accept returns or exchanges in the traditional sense. However, we understand that circumstances may arise where a return is necessary.
We are happy to accept a return if:
- The original packaging is intact, and the prints are carefully repackaged.
- The prints are not damaged, used or altered in any way.
- You reached us within 32 days after the order was delivered
In this case, we will issue a refund of 50%. The return shipping cost is the responsibility of the customer. Once we receive and inspect the returned prints, we will process the refund.
Returns should be sent to our facility in California (we will provide the exact address during our email correspondence).
Items Not Eligible for Return:
– Custom printing/framing services: Printing Service
– Gift cards: WallArtSet.com E-Gift Card
DAMAGE / DEFECT / WRONG
Please inspect your order upon receipt and contact us immediately if any prints are damaged, defective, or incorrect. We are committed to resolving the issue by offering either a replacement or a refund.
Although we evaluate each print individually, if you ordered a set (e.g., a set of 3 prints), any undamaged prints can still be returned following the Return / Exchange policy outlined above.
To expedite the resolution process, please provide:
- Clear photos showing the damage or defect.
- At least one photo that includes all damaged prints in one picture.
- A photo of the packaging.
- If necessary, a short video demonstrating the issue.
Please do not discard the damaged items until we resolve the issue. We always aim to make the process as smooth and hassle-free as possible for our customers.
*We always do our best to make sure you are satisfied with your purchase. If your order has a minor issue that you are willing to keep, we will offer you a great discount on your next purchase or explore other options to make things right. But in some rare cases, when we can't offer you an option that would work, we may require the return of the defective or damaged prints if we are unable to determine the issue based on your provided photos or video, or if the issue appears very minor or difficult to verify. We try our best to avoid cases like this, but we want to ensure fair resolutions for all customers. If a return is necessary, the return shipping cost is initially paid by the customer, but it will be added to the refund amount if the defect is verified by us. Refunds in cases like this will be issued after we receive and inspect the returned prints.
LOST IN MAIL
If you selected standard/economy shipping, please note that the estimated delivery timeframe provided at checkout is an approximation. While 97% of orders arrive within the expected timeframe or sooner, delays can sometimes occur (especially due to high shipping carrier volume or adverse weather conditions).
- Standard/Economy shipping orders are considered lost if they have not arrived within 19 business days of placement.
- Faster shipping orders - please contact us within 2 business days if your order has not been delivered on time
If your order has not arrived within these timeframes, please contact us so we can investigate and assist you. We rely on tracking information provided by shipping carriers (e.g., UPS, USPS), and in some cases, additional processing time may be required.
If your package was not delivered due to an incorrect shipping address provided at checkout or if it was not collected from the post office on time, we unfortunately cannot offer a refund or replacement. However, if the package is returned to us, we may be able to resend it to a different address for an additional shipping fee.
REFUND
Refunds are available for:
- Damaged, defective, or incorrect prints (as outlined in the Damage / Defect / Wrong section).
- Orders that are lost in transit (as outlined in the Lost in Mail section).
- Eligible returns under the Return / Exchange policy.
Refunds will be issued to your original payment method. Please note that it may take some time for your bank or credit card provider to process the transaction.
If you have any questions, feel free to reach out to us at sales@wallartset.com We're happy to help!