Refund and Returns Policy

RETURNS

We have a 28-day return policy, which means you have 28 days after receiving your item to return the item to us. You must provide notice of your intent to return within 14 days of receiving your order.  Items sent back to us without first requesting a return will not be accepted.

• 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.

If free delivery has been offered and the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item, then a refund will be made on the product minus the delivery cost. 

Please note that our end-of-line, sale products and made-to-order products are non-returnable. 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: Unit C, Williamson Street, Hull, HU9 1EQ.

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.

Certain types of items cannot be returned, like perishable goods such as custom products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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 10 business 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