100% Wall Art Guarantee – its about integrity

Wall Sticker Guarantee

We offer a 100% Wall Art Guarantee – this is because we are all about honesty and integrity and happy customers! So we, of course, offer a full guarantee and returns policy:

7 Day “No Questions Asked” Refunds and Returns (on all our Products)

Not what you expected? If you have not altered your wall art in any way (i.e. for wall stickers you have not cut, used or stuck them or in the case of imported wallpaper/murals/borders/peel & stick decals, you have not opened the outer plastic packaging); then the cooling off period applies and you can get a full refund by emailing us within 7 days of receipt. We will then give you the address to send it back to us with a traceable delivery method and we will process the refund or replacement once we have received the wall art and are satisfied that the conditions above have been met. The cooling off period does not apply to personalised or custom stickers i.e. personalised names and/or custom sizes and/or colours.

Then, we have 2 separate Guarantees –  the first is for our products that are produced in South Africa (most of our products) and the second is for fully imported wall art (this is mostly wallpaper/wall murals/room borders/peel & stick decals):

Sorry to make it so complicated (we love easy so this is not our style) but it mostly has to do with the stricter guarantees set by the overseas manufacturers of the imported products we sell.

 

1.) South African Designed & Produced Wall Art Guarantee

How do you know if the product you have is designed and produced in South Africa? The majority of our products are designed and produced in South Africa by ourselves (nearly all of our wall stickers are and some of our wallpapers). The best way to know is if your product has outer packaging with brand names (i.e. shrink wrapped rolls/plastic packaging) vs arriving rolled in a craft tube without an unnecessary packaging. We also state on our website product pages if the product has been made outside of South Africa.

7 Day “No Questions Asked” Refunds and Returns

Not what you expected? If you have not altered your wall sticker in any way (i.e. for wall stickers you have not cut, used or stuck them); then the cooling off period applies and you can get a full refund by emailing us within 7 days of receipt. You will need to send it back to us with a traceable delivery method and we will process the refund or replacement once we have received the wall art and are satisfied that the conditions above have been met. The cooling off period does not apply to personalised or custom stickers i.e. personalised names and/or custom sizes and/or colours.

South African 3 Year 100% Faulty Wall Sticker Guarantee

Our South African produced wall art is guaranteed for 3 years indoors (but have been known to last longer) if they were installed as per the instructions enclosed in your package. Our wall stickers can withstand direct sunlight, normal fluctuating indoor temperatures and moisture (even steam) but are not guaranteed when submerged in water. Our guarantee, refunds and returns policy on wall stickers does not apply to rough nor textured walls (as per terms & conditions plus on every product page) – even replacement stickers will also not stick to a textured wall. If your sticker is defective (and you have already cut or stuck it on the wall), we will gladly replace the defective parts/or whole sticker. This guarantee is valid for 3 years from receipt of goods.

South African produced Wall Art Returns and Refunds

Being a store that is run by real people that also buy “things”, we were surprised by how few online stores actually show their returns policy. We brushed up on The Consumer Protection Act (CPA) and The Electronic Communications and Transactions Act (ECT) and they really can be long-winded and complicated. So: we have tried to simplify our <a href=”#FAQ-refunds”>Wall Art Refunds and Returns Questions: </a> into answers to your questions.

South African Refunds and Returns Questions:

1.) Can I have a refund, rather than a replacement?

Yes, you can have a refund if you have not cut or used your stickers (this means that they are in the same condition with original packaging as you received them) within 7 days of receipt. This does not apply to personalised and custom wall stickers. Please email us the details regarding your refund so we can process it. The Electronic Communications and Transactions (ECT) Act then states that you will need to send the original package back to us using a traceable (number emailed to us) delivery method so we can inspect the goods prior to the refund being given.

2.) Does your returns policy cover personalised wall stickers and custom wall stickers?

The Cooling off period does not apply to personalised and custom wall stickers. If your personalised wall sticker is defective, then the returns policy does apply and we will replace any part that is defective.

3.) My sticker has lines in it when I took it out of the tube, is that defective?

It is completely normal to have lines in your stickers when you take them out of the tube. It is just from being rolled in the tube and is especially the case if they have been rolled for long periods of time or in winter, when it is cold. In 90% of the cases, this does not mean your sticker is defective. Please follow the general instructions on how to get these lines out, even if there are lines in the top layer, it does not necessarily mean the sticker material has lines in it. If it does or you cannot get them out, please email us.

4.) I am not happy with the colour of the stickers, what now?

Do not cut, stick or use the stickers if you think you are not going to ‘grow happy with the colour’ of the stickers supplied. Rather e-mail us first and we can see what we can do (different products have different colour options/solutions) so it depends on what you have ordered. We cannot guarantee anything (the variation in colour does not mean a sticker is defective). Also sometimes, there is just no other colour option or like digital printers: they vary from printer-to-printer so one printer will print a slight variation of the same colour depending on the printer. We are, however, reasonable and understand that décor colour schemes are important.Maybe we can convince you to: ‘grow happy with your colour’:
We do say on our colour page (and terms & conditions) that screen colours (RGB) will differ slightly from the actual sticker colours (flat standard colour and CMYK full colour printing). It is also often difficult to see the colour with the top layer and seeing a small swatch where you lifted it off (similar to paint) looks completely different once a large area is done on a wall. Another consideration is that the light in the room changes the colour depending on the time of the day and for instance, will look completely different at night (we know you are busy and sticking at night). Lastly, it is not a bad thing to have variations of the same hue (monotone) within in one room, it is more old fashioned that everything should match exactly – variations create interest – there are no set rules anymore.

5.) My stickers arrived damaged or were lost in transit, will you replace them?

Your order was in perfect condition when it was dispatched and is fully insured by our courier company. We also place them in protective cardboard tubes, so even if they get a little battered on the outside or the tube looks damaged, the actual stickers generally aren’t actually damaged. If this is not the case, please let us know and we will replace them and claim from the courier company.If your goods were lost, we will also replace your stickers and claim from the courier company. This does not apply if you send your own courier company or representative to collect from us directly.

6.) Does your returns policy pertain to international orders?

No, it does not, but again, we want you to be happy so email us and we can see what we can do.

 

2.) Imported Wall Art Guarantee (mostly Wallpaper/Murals/Borders/Peel & Stick Decals)

We have done our best to see that imported goods are of the best quality and in one shade but they are packaged overseas so we can’t check them as thoroughly as we do with the locally produced wall art. Our responsibility only applies for wallpaper product faults during manufacture. Please note that you should check all wallpaper products and matching batch numbers for faults before hanging by yourself or your installer. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge prior to installation or sticking. All of our products come with detailed installation instructions as recommended by the manufacturer including recommended adhesive. If these instructions are not followed and a fault appears during or after installation, we do not accept any responsibility and will not offer a refund. We will not accept any responsibility for product once installed.

7 Day “No Questions Asked” Refunds and Returns

Not what you expected? If you have not opened the manufacturer’s packaging in any way (i.e. you have not opened the outer plastic packaging around the rolls, they are sealed and in a saleable condition); then the cooling off period applies and you can get a full refund or replacement by emailing us within 7 days of receipt. We will then give you the address to send your entire order back to East London with a traceable delivery method and we will process the refund or replacement once we have received the imported wall art and are satisfied that the conditions above have been met.

We do not offer refunds or returns on over-ordered rolls, this is mostly due to batch colours so it will always be for your entire order.

14 Day Imported Product Faulty Product Guarantee:

– For Wallpaper, Murals and Room Borders:
The following conditions within 14 days of receipt of your imported product from us (a copy of this is also included in your wallpaper pack):

1). Upon receiving your wallpaper (before you even book an installer, if applicable) please check the rolls are undamaged, also check on the visible manufacturer label that all the rolls have the same product code and batch number plus that their colours match. Please contact us if the batch numbers, product codes do not match prior to opening. Our guarantee does not extend to product codes, colours or batch numbers after opening.
2). Once batches are checked please open the roll from packaging and unroll first few metres to check for any print errors or any unusual markings on the wallpaper. This is very rare, but sometimes during production, small errors can occur. Please contact us if there are defects on the roll, prior to installation. Our guarantee does not extend to print errors once the wallpaper is cut or installed on your wall.
3). Before you commence installation or apply paste (where applicable), please check that there are sufficient rolls to complete the job. Different pattern matches can lead to wastage. Proceed with cutting the product to desired lengths. Check that your drops align and there is no issue with matching the pattern. Please contact us if the patterns do not align prior to installation. Our guarantee does not extend to wallpaper once it is installed on your wall.
4). Please make sure that the surface on which the material is to be hung is checked thoroughly and suitably prepared for hanging. If you satisfied with the above 4 points, please read the instructions on the back of the manufacturer’s label – our guarantee does not extend to wallpaper once it is installed on your wall.

N.B. It is also your responsibility to make sure when using professional installers that they accept the terms above.

– For Peel & Stick Decals:
The following conditions within 14 days of receipt of your imported product from us:
1). Upon receiving your Peel & Stick Decals (before you even book an installer, if applicable) please check that you have received the correct decal, that you happy with the colours and that the outer packaging is undamaged.
2.) Once opened, please check there are no print errors and that you happy with the products supplied. Please do not cut or lift the decals off their sheets if you wish to return them. Once they are lifted, we cannot accept any refunds or returns on Peel & Sticker Wall Decals.

Imported Wall Art Products Returns and Refunds

We want you to be happy with your imported wallpaper/mural/border or peel & stick decal, please let us know by email within 14 days of receipt if there are any manufacturing faults and you have followed the all terms above. Unfortunately, our guarantee does not extend to any product once it is installed on your wall.  It also excludes all labour costs as you must check for faults before you book an installer (if applicable).

Imported Refunds and Returns Questions:

1.) Can I have a refund, rather than a replacement?

Yes, you can have a refund if you have not opened the packaging of your imported wall art (this means that they are in the same condition with original packaging as you received them) within 7 days of receipt. Please email us the details regarding your refund so we can process it. The Electronic Communications and Transactions (ECT) Act then states that you will need to send the original package back to us using a traceable (number emailed to us) delivery method so we can inspect the goods prior to the refund being given.

2.) I am not happy with the colour of the imported wall art, what now?

Do not open the outer packaging if you think you are not going to ‘grow happy with the colour’ of the wall art supplied. Especially with wallpaper, each batch of wallpaper has slight colour variances so it is very difficult for us to show a perfect colour representation on our website, colour also changes in rooms over the course of a day so colour will be different at different times of the day.
Unfortunately, if you have opened the plastic outer packaging or more than 7 days have passed since you received your order, the manufacturer will not replace or refund your product unless faulty. 

3.) My wallpaper order arrived damaged or was lost in transit, will you replace them?

Your order was in perfect condition when it was dispatched and is fully insured by our courier company. We also place them in protective cardboard packaging, so even if they get a little battered on the outside or the box looks damaged, the wall art may not be. If this is not the case, please let us know and we will replace them and claim from the courier company. If your goods were lost, we will also replace your wallpaper and claim from the courier company. This does not apply if you send your own courier company or representative to collect from us directly.

4.) Does your returns policy pertain to international orders?

No, it does not, but again, we want you to be happy so email us and we can see what we can do.