Returns / Refund Policy
Returns & Refund Policy
Last updated: April 2026
At WallPrint we want you to love what goes up on your walls. Because our range includes both custom-printed products made by us and products fulfilled by third-party suppliers, different rules apply depending on what you ordered. Please read the relevant section carefully before making a return request.
Contents
Section 1
Custom-Printed Wallpaper & Murals
Our wallpapers and murals are printed to your exact wall dimensions and produced on demand. Because of this, we cannot accept returns or offer refunds once production has started, except where there is a fault on our part.
Non-returnable by default
Custom-printed wallpaper, murals, and oversize pattern wallpaper are made to order. They cannot be returned, exchanged, or cancelled once printing has begun — unless a manufacturing defect or error on our part has occurred.
When we will replace or refund
We will replace or fully refund your order if any of the following apply:
- The product arrives damaged or torn due to transit or packaging failure.
- There is a significant print defect caused by our production process — including banding, blurring, major colour shifts, or misalignment.
- We produced the wrong design, size, or file from what was confirmed in your order.
- The product is materially different from what was agreed at the time of purchase.
Customer-supplied artwork
If you provide your own image or design file, WallPrint cannot be held responsible for print quality issues resulting from low-resolution or unsuitable files. We will always advise you if we believe a file may not print satisfactorily before production begins. Please review all design proofs carefully before approving your order.
How to report a fault
Contact us within 5 business days of receiving the product at info@wallprint.co.za with: your order number, clear photographs of the defect (full panel and close-up), and a brief description. We will respond within 2–3 business days. If the fault is confirmed, we will reprint and redeliver at no cost, or issue a full refund — your choice.
Our commitment
We stand behind every print we produce. If we made a mistake, we will make it right.
Section 2
Third-Party & Drop-Shipped Products
Some products in our store are fulfilled directly by third-party suppliers. WallPrint acts as your single point of contact for all return requests — you do not need to deal with suppliers directly. Return terms may vary per product depending on the supplier, contact us before purchasing, if unsure.
| Situation | What happens |
|---|---|
| Item arrives damaged or defective | Contact us within 5 business days of delivery with photos. We will lodge a claim with the supplier and arrange a replacement or refund. |
| Wrong item received | Contact us immediately. We will arrange collection and resend the correct item at no cost to you. |
| Change of mind | Returns accepted within 30 days of delivery, provided the item is unused, undamaged, and in original packaging with tags intact. Return shipping is the customer's responsibility. |
| Item not as described | Contact us and we will review the listing. If the item is materially different from what was described, we will facilitate a return or refund with the supplier. |
Supplier-specific terms
Some products have unique return conditions depending on the supplier — such as shorter windows or no-return exceptions. These will always be stated on the relevant product page. If you are unsure, contact us before purchasing,
Section 3
Colour Accuracy & Screen Variation
Every digital screen — phone, tablet, laptop, or desktop — renders colour differently based on brightness settings, contrast, colour profiles, display technology (OLED vs LCD), ambient lighting, and viewing angle. No two screens display colour identically, and none reproduce it exactly as ink on a physical surface will.
Our print process uses professional-grade inks calibrated for consistent output, but an exact match between what you see on your personal device and the finished print cannot be guaranteed. This is an inherent characteristic of digital printing and is not a manufacturing defect.
Colour variation is not grounds for return
Differences in colour between your on-screen preview and the printed product will not be accepted as the basis for a return, reprint, or refund. If precise colour matching is critical — for example, to match a brand colour or interior palette — we strongly recommend ordering a printed sample swatch before committing to a full order.
The following are considered normal and are not defects: slight hue, saturation, or brightness shifts versus an on-screen preview; variation between different devices or browsers; differences under different lighting conditions after installation; and minor tonal variation between repeat order batches.
A print where colours are grossly inaccurate, where an unintended colour cast affects the whole panel, or where the output clearly does not correspond to the confirmed design file does constitute a defect and will be remedied.
Section 4
How to Start a Return
Contact us through the various channels on site (see contact page) before sending anything back. Include your order number or proof of purchase, a description of the issue, and photographs where relevant. We will confirm whether your return is eligible and provide instructions.
Do not return items without prior approval
Items sent back without a return being requested and approved beforehand will not be accepted and cannot be refunded.
If approved, send the item to the address below using a trackable shipping method. WallPrint is not responsible for items lost in return transit. Include your order number and contact details inside the parcel.
Exchanges
The fastest way to exchange an item is to return the original (once approved) and place a new order separately. Contact us and we will guide you through the process.
Sale items & gift cards
Items purchased on sale or at a promotional price are not eligible for return or exchange unless they arrive damaged or faulty. Gift cards are non-refundable.
Cancellations
Custom print orders may be cancelled at no charge before production begins. Once in production, cancellation is not possible and the full order value applies. For third-party products, contact us as soon as possible — if the order has already been dispatched, standard return terms apply.
Section 5
Refunds
Once a returned item is received and inspected, we will notify you by email confirming whether the refund is approved. If approved, the refund will be processed to your original payment method within 5–10 business days. Allow additional time for your bank or card provider to post the amount.
If more than 15 business days have passed since your refund was approved and you have not received it, contact us at info@wallprint.co.za.
Partial refunds
Where only part of an order is affected, or where a returned item is not in its original condition, a partial refund may be issued at our discretion.
Section 6
European Union Customers — 14-Day Cooling-Off Period
Under EU Consumer Rights Directive 2011/83/EU, customers who purchase online and receive delivery within the EU have the right to cancel or return an eligible order within 14 calendar days of the date they receive the goods, without providing any reason.
To exercise this right, notify us within the 14-day window at info@wallprint.co.za. You must then return the item within a further 14 days of notifying us. Items must be unused and in original packaging.
Custom-printed products are exempt
Custom-printed wallpaper and murals are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU, which excludes goods made to the consumer's personal specifications. By placing a custom print order, you acknowledge that your right of withdrawal does not apply to that product.
Refund timeline for EU cancellations
We will process your refund within 14 days of receiving your cancellation notice, provided we have received the returned goods or evidence of return. Your refund will include standard delivery charges paid on the original order. Non-standard or express delivery costs are not refundable.
Return shipping
For change-of-mind cooling-off returns, return shipping costs are the customer's responsibility. For damaged or incorrectly supplied items, WallPrint covers return shipping.
EU cancellation access
To cancel an eligible EU order, email info@wallprint.co.za or use the contact form at wallprintstore.com/pages/contact. State your order number and your intention to cancel.
Section 7
United Kingdom Customers
UK customers are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which provide equivalent protections to the EU framework, including a 14-day cancellation window for eligible distance purchases.
As with EU customers, custom-printed wallpaper and murals are exempt from the cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations, as they are produced to personal specifications. All other eligible products follow the same process — contact us within the cancellation window and we will assist you. Return shipping for change-of-mind returns is the customer's responsibility.
Section 8
International Orders
WallPrint ships globally. For customers outside South Africa, the EU, and the UK, the general terms of this policy apply. Please note:
- Return shipping costs for international orders are the customer's responsibility unless the item is faulty or incorrectly supplied.
- WallPrint is not responsible for customs duties, import taxes, or border delays, and these cannot be refunded.
- All international return shipments must use a trackable service. We cannot process refunds for items lost in return transit.
- If your country has specific consumer protection legislation, those statutory rights are not excluded by this policy.
Section 9
General Terms
Proof of purchase. A valid order number or proof of purchase is required for all return and refund requests.
Condition of returned goods. Items returned under a change-of-mind or cooling-off claim must be unused, undamaged, and in original packaging with all tags and accessories. Items returned in a different condition may be refused or subject to a partial refund.
Installation. Damage occurring during a customer's own DIY installation does not constitute a product fault and falls outside the scope of this policy. WallPrint offers professional installation services — contact us for a quote.
Sizing miscalculations. WallPrint is not responsible for shortfalls or overages resulting from a customer miscalculating their wall dimensions. We recommend measuring carefully and contacting us if you are unsure what size to order.
Consumer rights. Nothing in this policy limits your statutory rights under the Consumer Protection Act 68 of 2008 (South Africa), EU Consumer Rights Directive 2011/83/EU, the UK Consumer Rights Act 2015, or any other applicable consumer legislation in your jurisdiction.
Questions about a return?
Our team is happy to help. Include your order number when you get in touch
wallprintstore.com/pages/contact