Refund and Return Policy

# Refund and Return Policy for PrimeDecorWP

**Last Updated: November 22, 2025**

## Our Commitment

At PrimeDecorWP, we want you to be completely satisfied with your wallpaper and wall decor purchase. If you're not happy with your order, we're here to help.

## Return Period

### Standard Returns
- **United States & Canada**: 30 days from delivery date
- **European Union**: 14 days for change of mind (as required by EU Consumer Rights Directive), plus an additional 16 days for other reasons (total 30 days)

The return period begins on the day you (or a third party designated by you) receives the product.

## Eligibility for Returns

### Products Eligible for Return
Products must meet ALL of the following conditions:
- Unused and in the same condition as received
- In original packaging with all tags and labels attached
- Not damaged or altered in any way
- Accompanied by proof of purchase (order number or receipt)

### Products NOT Eligible for Return
We cannot accept returns for:
- Custom or personalized wallpaper orders
- Products that have been installed, used, or altered
- Products with removed packaging, tags, or labels
- Products damaged due to misuse or improper installation
- Sale or clearance items (unless defective)
- Products purchased more than 30 days ago (or 14 days for EU change of mind)

### Exceptions for Damaged or Defective Products
If your product arrives damaged or defective, we will accept returns beyond the standard conditions above. Please contact us within 48 hours of delivery.

## How to Initiate a Return

**Step 1: Contact Us**
Email us at returns@primedecorwp.com or use the "Returns" section in your account with:
- Your order number
- The product(s) you wish to return
- Reason for return
- Photos (if damaged or defective)

**Step 2: Receive Authorization**
We will review your request and send you a Return Authorization (RA) number within 2 business days. Do NOT ship products without an RA number.

**Step 3: Pack and Ship**
- Carefully repack the product in its original packaging
- Include the RA number clearly visible on the package
- Ship to the address provided in our return authorization email

## Return Shipping Costs

### Customer Responsibility
- For change of mind returns: Customer pays return shipping costs
- We recommend using a trackable shipping method and purchasing shipping insurance
- We are not responsible for items lost or damaged during return shipment

### Our Responsibility
We will provide a prepaid return label if:
- Product arrived damaged or defective
- We sent the wrong item
- Product does not match description

## Refund Process

### Inspection
Once we receive your return, we will:
- Inspect the product within 3-5 business days
- Verify it meets return eligibility requirements
- Send you an email notification of approval or rejection

### Refund Timeline
- **Approved Returns**: Refund processed within 5-10 business days
- **Credit/Debit Card**: Funds appear in 5-10 business days after processing
- **PayPal**: Refund appears in 24-48 hours after processing
- **Other Payment Methods**: Varies by provider

### Refund Amount
Your refund will include:
- Full product price
- Original shipping costs (only if product was damaged/defective or we made an error)

Your refund will NOT include:
- Return shipping costs (unless we made an error)
- Original shipping costs (for change of mind returns)
- Any customs, duties, or taxes paid (international orders)

### Partial Refunds
We may issue a partial refund if:
- Product shows signs of use
- Product is missing parts or accessories
- Product is returned more than 30 days after delivery (but we accept at our discretion)
- Packaging is damaged

## Exchanges

We do not offer direct exchanges. If you need a different product:
1. Return the original product following our return process
2. Place a new order for the item you want

This ensures you receive your preferred product faster.

## Damaged or Defective Products

### Report Immediately
If your product arrives damaged or defective:
1. Contact us within 48 hours of delivery
2. Provide photos of the damage/defect
3. Provide photos of the packaging

### Our Response
We will:
- Send a replacement at no cost, OR
- Issue a full refund including shipping costs
- Provide a prepaid return label if we need the product returned

### Installation Defects
If you discover a defect during installation:
- Contact us immediately and stop installation
- Provide photos of the defect
- We will work with you to resolve the issue

Note: We cannot accept returns for installation errors or damage caused during installation.

## Special Provisions by Region

### European Union Customers (EU Consumer Rights Directive)

**14-Day Cooling-Off Period**
- You have the right to cancel your order within 14 days without giving any reason
- The 14-day period starts from the day you receive the product
- To exercise this right, inform us via email or written notice

**Returning the Product**
- You must return products within 14 days of notifying us of cancellation
- You are responsible for the cost and risk of return shipping
- Products must be in original condition

**Refund Timeline**
- We will refund all payments, including standard delivery costs, within 14 days of receiving the returned product
- We may withhold the refund until we receive the product or you provide proof of shipment

**Exceptions to EU Right of Withdrawal**
The 14-day cancellation right does not apply to:
- Custom-made or personalized products
- Sealed products that were unsealed after delivery

### California Customers (USA)

Under California law, you have:
- The right to return products within 30 days
- Clear disclosure of return policies before purchase
- Protection against unfair return fees

### Canadian Customers

**Consumer Protection**
- Returns accepted within 30 days
- Compliance with provincial consumer protection laws
- Right to refund for defective products

**Shipping Returns from Canada**
- Use a trackable method
- Keep proof of shipment
- Allow additional time for international returns processing

## Non-Returnable Circumstances

We reserve the right to refuse returns if:
- Product has been used or installed
- Return is attempted after the return period
- Product was not purchased from our official store
- Product shows evidence of damage from improper handling
- Customer violated our Terms of Service

## Restocking Fees

We do not charge restocking fees for standard returns. However:
- Large or custom orders may incur a 15% restocking fee (you will be notified before purchase)
- This will be clearly communicated at the time of order

## Lost or Stolen Packages

### Before Delivery
If tracking shows your package is lost during shipment, contact us immediately. We will:
- File a claim with the carrier
- Send a replacement or issue a refund

### After Delivery
We are not responsible for packages that show as "delivered" but are lost or stolen after delivery. We recommend:
- Tracking your shipment
- Requiring signature confirmation for valuable orders
- Filing a claim with the shipping carrier
- Filing a police report (if stolen)

## Frequently Asked Questions

**Q: Can I return wallpaper if I ordered too much?**
A: Yes, within 30 days, if unopened and in original packaging.

**Q: What if the color doesn't match my screen?**
A: We recommend ordering samples first. Returns for color preference are accepted within 30 days if the product is unused.

**Q: Can I return opened wallpaper?**
A: Only if the product is damaged or defective. We cannot accept returns of opened products for change of mind.

**Q: How do I know if my return was received?**
A: You will receive an email confirmation when we receive your return.

**Q: Can I return a sample?**
A: Samples are non-returnable unless damaged or defective.

**Q: What if I'm outside the return window?**
A: Contact us at returns@primedecorwp.com. While we cannot guarantee acceptance, we will review your situation on a case-by-case basis.

## Warranty Information

### Product Warranty
Our wallpaper products carry a manufacturer's warranty against defects in materials and workmanship:
- Printed wallpapers: 1 year from purchase
- Vinyl wallpapers: 2 years from purchase

The warranty does not cover:
- Damage from improper installation
- Normal wear and tear
- Fading due to sun exposure
- Damage from cleaning or maintenance
- Alterations or modifications

To make a warranty claim, contact support@primedecorwp.com with your order number and photos of the issue.

## Contact Us

For questions about returns or refunds, please contact:

**PrimeDecorWP Returns Department**
Email: returns@primedecorwp.com
Response Time: Within 24-48 hours

For general inquiries:
Email: support@primedecorwp.com
Website: primedecorwp.com

## Updates to This Policy

We reserve the right to update this Refund and Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our site after changes constitutes acceptance of the modified policy.

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**Your satisfaction is our priority. If you have any concerns about your order, please reach out to us—we're here to help!**