Refund Policy

The short version: if the fault is ours, you get your money back. If the paper arrived as ordered and was then damaged, mis-measured or mis-hung, we cannot refund it — every design is printed to order, so it cannot go back into stock and be sold to anyone else.

When we refund or replace

In any of these cases the fault is ours, and you may choose a full refund or a free replacement:

• The paper arrives damaged, creased, torn or marked.
• You receive a different design, colourway or quantity from the one you ordered.
• The print itself is faulty — banding, misregistration, colour that does not match the design as shown, or a defect in the paper.
• Your order does not arrive at all, or we are unable to fulfil it after you have paid.
• We made any other error in producing or dispatching your order.

You do not pay return postage on any of these. Where we ask for the roll back, we arrange and cover the collection.

When we cannot refund

Every roll is printed for your order. Once it has been printed correctly and delivered undamaged, we have no way to resell it, so we cannot refund:

• Paper that has been cut, trimmed, pasted, hung or otherwise used.
• Damage that happened after delivery — tearing, marking, water, or damage in storage.
• Ordering too little or too much. Use the roll calculator on each design and the how to measure guide before ordering; if you are unsure, ask us first.
• Changing your mind, or deciding the design does not suit the room after seeing it. The Live Studio exists so you can see a design on your own wall before you buy.
• A colour difference you are judging from a screen. Screens and cameras both shift colour, and we say so on every product page — this is not a fault in the print.
• Installation problems, including work by a fitter you engaged.

The 5-day window

Raise a request within 5 days of delivery. The button appears on your order in your orders as soon as the order is marked delivered, and it tells you how many days remain.

We ask for 5 days because damage in transit is visible as soon as the roll is opened, and because paper that sits around unexamined becomes impossible to tell apart from paper damaged after it arrived. Please open and check your order when it lands, before you book a fitter.

If the window has closed and something is genuinely wrong, still contact us. A closed window means the automatic route is shut, not that we stop reading.

How to raise one

1. Open your orders and choose the delivered order.
2. Select Request a refund or replacement and tell us what went wrong.
3. Photographs help enormously for damage or a print fault — send them through the contact page with your order number.

Every request is read by a person, not decided automatically. We will tell you what we have decided and why.

How the money comes back

Approved refunds go back to the original payment method through Razorpay — we cannot send it anywhere else. We process approved refunds promptly; your bank or card issuer then typically takes 5–7 working days to show it, which is outside our control.

A refund returns what you paid for the affected rolls. Where only part of an order is affected, we refund that part.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law that applies to you. Where this policy and the law differ, the law wins.

Questions

If anything here is unclear, contact us through the contact page with your order number and we will explain it properly.