Mural Wonder

Return and Refund Policy

At Mural Wonder, we want every order to arrive as expected and match the specifications confirmed by the customer.

Our wall murals are produced individually to the selected design, dimensions, material and crop, so different rules can apply compared with standard off-the-shelf products.

Nothing in this policy affects your statutory consumer rights.

Made-to-Measure Wall Murals

Most Mural Wonder wall murals are made specifically to the dimensions and crop selected by the customer.

Because these products are made to individual specifications, the normal change-of-mind cancellation rights that apply to many online purchases may not apply once a mural has been produced.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to your legal rights.

Damaged, Faulty or Incorrect Orders

If your mural arrives damaged, has a manufacturing defect, has been supplied incorrectly or does not match what was ordered, please contact us as soon as possible at:

hello@muralwonder.co.uk

Where possible, please include:

Your order number
A description of the problem
Photographs showing the issue
Photographs of the packaging where relevant

We will review the information and work with you to determine the appropriate solution.

Depending on the circumstances and your applicable consumer rights, this may include a replacement, repair, refund or another appropriate remedy.

Cancellations and Changes Before Production

If you need to cancel or change an order, please contact us as soon as possible after ordering.

Because production can begin quickly, we cannot guarantee that an order can be changed or cancelled.

If we receive your request before production has started, we will normally try to accommodate the change or cancellation.

Once production has begun, we cannot normally accept a cancellation or change-of-mind request because the mural is being produced specifically to the dimensions and specifications confirmed with the order.

Customer Measurements and Confirmed Crop

Customers are responsible for checking the dimensions entered and the artwork crop confirmed before placing an order.

We cannot normally provide a refund or free replacement where a mural has been produced correctly according to:

Incorrect measurements supplied by the customer
An incorrectly selected material
A crop or composition confirmed by the customer
Other order information supplied incorrectly by the customer

If you realise that information is incorrect after placing an order, contact us immediately. If production has not started, we will do our best to help.

Pricing Errors and Unauthorised Discounts

Our current price per square metre, applicable minimum order price and material options are displayed on our website.

The final mural price is calculated from the dimensions and material selected by the customer.

If an obvious system, technical, currency-conversion, configuration or discount error results in an order being submitted at a price that is clearly inconsistent with the published pricing, we may pause the order before production while the issue is reviewed.

Where appropriate, we will contact you before production and explain the issue.

You may then be given the option to:

Proceed at the correct price; or
Cancel the affected order and receive a full refund.

We will not charge you a higher amount without your agreement.

Discount codes are subject to their stated terms and may not apply where they are expired, used outside their conditions or applied as a result of an obvious technical error.

This section does not affect your statutory rights.

Refunds

Where a refund is due, it will normally be made using the same payment method used for the original purchase unless another method is agreed.

Refunds will be processed without undue delay and, where required by UK consumer law, no later than 14 days after we agree that you are entitled to the refund.

Your bank, card issuer or payment provider may take additional time to display the refund after it has been processed.

Situations Where a Refund May Not Be Available

Subject to your statutory rights, we cannot normally offer a refund solely because:

You changed your mind after production began
The mural is made specifically to the dimensions and specifications confirmed with the order.

Incorrect measurements were supplied
We cannot accept responsibility where the mural was produced correctly to measurements supplied or confirmed by the customer.

The customer confirmed an incorrect crop or composition
The mural is produced according to the crop confirmed during the ordering process.

Damage occurred after delivery
We cannot accept responsibility for damage caused by incorrect installation, misuse, accidental damage, unsuitable wall preparation or improper handling.

These exclusions do not remove any legal rights you may have where the goods themselves were faulty, damaged, misdescribed or incorrectly supplied.

Returns

Please contact us before returning any mural.

Where a return is required because an item is faulty, damaged, incorrectly supplied or otherwise subject to a valid consumer remedy, we will provide instructions.

Where legally required, Mural Wonder will cover reasonable return costs.

In some situations, photographs or other information may allow us to resolve the issue without requiring the mural to be physically returned.