Returns & Refunds
Last updated: April 2026
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have 14 days from the date you receive your artwork to cancel your order for any reason. This is your statutory cooling-off period.
To cancel, contact the artist through the platform or email hello@wallplace.co.uk with your order number within 14 days of delivery.
Exceptions: Bespoke or personalised artwork (e.g. commissions made to your specification) is exempt from the 14-day cooling-off period.
How to Return
- Contact the artist or Wallplace within 14 days of receiving the artwork
- Return the artwork in its original condition and packaging at your own cost (unless faulty)
- The artist will issue a full refund within 14 days of receiving the returned artwork
Faulty or Misdescribed Goods
Under the Consumer Rights Act 2015, you have additional rights if your artwork is faulty or not as described. You may be entitled to a repair, replacement, or refund. Contact hello@wallplace.co.uk or use the Request Refund option in your account dashboard.
Requesting a Refund
You can request a refund directly from your account:
- Go to My Orders in your customer portal
- Select the order
- Click “Request Refund”
- Choose full or partial refund and describe the reason
- The artist will review and respond to your request
Refund Timeframes
- Refund requests are typically reviewed within 5 business days
- Approved refunds are processed via Stripe and appear on your statement within 5 to 10 business days
- If a refund request is rejected, you will receive a reason and can escalate via our dispute resolution process
Damaged in Transit
If your artwork arrives damaged, take photographs of the packaging and damage immediately. Contact the artist and Wallplace within 48 hours. The artist is responsible for adequate packing and may be liable for transit damage.
If We Cannot Resolve Your Complaint
If we cannot resolve your complaint directly, you may refer it to the Centre for Effective Dispute Resolution (cedr.com), a certified alternative dispute resolution (ADR) provider. Wallplace is not currently a member of CEDR; we are naming it here as an available ADR body in accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. You retain all statutory consumer rights and may also take legal action through the courts of England and Wales.
Our full formal process is set out in our Complaints Policy.
Contact
For any returns or refund queries: hello@wallplace.co.uk