Refund & Returns Policy

RETURNS

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cancellation right from the day after you receive your order. You do not need to give a reason. Once you have notified us, you have a further 14 days to return the item.

• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging complete with supplied fixings.
• You'll also need the receipt or proof of purchase.

We do not cover the cost of return shipping if you have decided you do not like the product or there are slight colour differences to our website due to wood being a natural product. We recommend ordering a sample to avoid this.

We will refund the full purchase price including standard delivery within 14 days of receiving the return. If you chose a premium delivery option, we will refund up to the cost of our standard delivery.

Please note that our end-of-line, sale products and made-to-order products are excluded from the cancellation right. If faulty, or they arrive damaged, please contact us in the first instance to discuss your options further.

To start a return, you can contact us at support@thewallexchange.co.uk. You are responsible for organising your return, and the costs incurred.

Please note that returns will need to be sent to the following address: The Wall Exchange, Unit C, Williamson Street, Hull, HU9 1EP.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Any damaged items will be collected and returned so we can inspect the damage and improve our service.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchanges at this time.

Refunds

We will notify you once we've received and inspected your return to let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at support@thewallexchange.co.uk.

For any other questions not answered above, please contact support@thewallexchange.co.uk

Your statutory rights under the Consumer Rights Act 2015 are not affected. For more information see GOV.UK — Accepting returns and giving refunds.