Refund policy
Every piece is made to order in our studio and checked by hand before it leaves. We pack it to arrive exactly as it left us. If it does not, here is what we will do. This policy forms part of our Terms & Conditions.
1. Our approach
Because every item is custom-produced for you, we do not accept returns and do not issue refunds on completed orders. If your piece arrives damaged, we will replace it free of cost, including delivery.
2. Damaged on arrival: free replacement
To be eligible for a replacement, you must:
- report the damage within 12 hours of delivery, calculated from the delivery time recorded on courier tracking; and
- send clear photographs of the damaged product and its packaging, together with your order number, through one of the channels below.
3. How to report damage
| Channel | Details |
|---|---|
| +92 322 1900444 | |
| info@thewallcompany.shop |
4. What happens next
We will review your photographs and respond within 1 to 2 working days. Once the damage is verified, we will produce and dispatch a replacement at our cost.
The damaged item must be returned to us. Please keep it, with its original packaging where possible, until we arrange its collection at our cost. A replacement may be dispatched once the damaged item has been collected or handed to the courier.
Where an identical replacement cannot be produced, for example because a material is no longer available, we will offer an equivalent piece of equal value or store credit for the full amount paid.
5. When a replacement is not available
A replacement will not be provided where:
- the damage is reported more than 12 hours after delivery;
- the product was damaged after delivery, including through handling, mounting or misuse;
- the request relates to a change of mind, size, colour preference or wall-fit; or
- the concern is a slight variation between on-screen and printed colour, which is inherent to screens and printing processes.
6. Order cancellations
Changes and cancellations may be possible before production of your order begins. Please contact us as soon as possible; we will confirm whether your order can still be changed or cancelled. Whether production has started is determined by The Wall Company. Once production has started, an order cannot be changed or cancelled.
7. Refunds
Refunds are issued only in the following cases:
- a prepaid order is cancelled before production begins, as confirmed by us;
- we cancel or are unable to accept your order; or
- a payment was taken in error, including a duplicate charge or a payment made without a confirmed order.
Approved refunds are issued in full to the original payment method (the same card, wallet or bank account used to pay) within 7 working days. Refunds of card payments cannot be made in cash or to a different account. After we issue a refund, your bank or wallet provider may take additional time to show it on your statement.
8. Payment disputes
If you have a concern about a payment or an order, please contact us first so that we can resolve it quickly. If you raise a dispute or chargeback with your bank, we will provide our order records, delivery confirmation and correspondence to your bank to assist its review.
9. Your statutory rights
Nothing in this policy limits any right you have under applicable consumer protection law, including the Punjab Consumer Protection Act, 2005.
10. Contact us
WhatsApp: +92 322 1900444 · Email: info@thewallcompany.shop · 9:00 AM to 6:00 PM, Monday to Sunday.