Overview
Thank you for shopping with DecalHouse.com. We take pride in offering high-quality wall decals and strive to ensure your complete satisfaction with every purchase. Please read our Refund and Returns Policy carefully before making a purchase. By placing an order on our Site, you agree to the terms outlined below.
1. Return Eligibility
We want you to be happy with your purchase. If you are not completely satisfied, we accept returns under the following conditions:
1.1 Eligible Returns
To be eligible for a return, the following criteria must be met:
- ✅ The item must be unused, unapplied, and unaltered — wall decals must not have been peeled, applied to any surface, or removed from the backing/transfer tape.
- ✅ The item must be in its original, unopened packaging in the same condition you received it.
- ✅ The return request must be initiated within 30 days of the delivery date.
- ✅ You must have a valid proof of purchase (order confirmation email, receipt, or order number).
1.2 Non-Eligible Returns
We cannot accept returns in the following situations:
- ❌ Wall decals that have been applied, partially applied, peeled, or removed from any surface.
- ❌ Wall decals that have been removed from their original packaging, including peeling the backing or transfer tape.
- ❌ Items that show signs of use, damage, alteration, or tampering by the customer.
- ❌ Custom-made or personalized wall decals (including custom sizes, colors, text, or designs made to your specifications) — all custom orders are final sale and cannot be returned or refunded.
- ❌ Items returned after 30 days from the delivery date.
- ❌ Items purchased during clearance or final sale promotions (unless otherwise stated).
- ❌ Gift cards or digital products.
- ❌ Items returned without prior authorization (see Section 2).
2. How to Initiate a Return
To initiate a return, please follow these steps:
Step 1: Contact Us
Reach out to our customer service team to request a Return Merchandise Authorization (RMA) number:
- Email: [Insert Email Address]
- Phone: [Insert Phone Number]
- Contact Form: [Insert Link to Contact Page]
Please include the following information in your request:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item(s) in their original, unopened packaging
Step 2: Receive Your RMA Number
Once your return request is reviewed and approved, we will issue an RMA number along with return instructions. Please note:
- Returns will not be accepted without a valid RMA number.
- RMA numbers are valid for 14 days from the date of issue. Items must be shipped back within this timeframe.
Step 3: Pack and Ship Your Return
- Carefully pack the item(s) in their original packaging to prevent damage during transit.
- Clearly write the RMA number on the outside of the shipping package.
- Ship the package to the return address provided with your RMA confirmation.
Step 4: Await Processing
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund (see Section 4).
3. Return Shipping
3.1 Customer Responsibility
Return shipping costs are the sole responsibility of the customer. DecalHouse.com does not provide prepaid return shipping labels, nor do we reimburse return shipping costs under any circumstances, except as described in Section 3.2.
3.2 Exception: Defective or Incorrect Items
If you received a defective, damaged, or incorrect item, we will cover the return shipping cost. Please contact us within 7 days of delivery to report the issue (see Section 5 for more details).
3.3 Shipping Recommendations
- We recommend using a trackable shipping method (e.g., USPS Priority Mail, UPS, FedEx) with delivery confirmation.
- We strongly recommend purchasing shipping insurance for your return shipment.
- DecalHouse.com is not responsible for return packages that are lost, stolen, or damaged in transit. Without a tracking number, we cannot confirm receipt of your return.
4. Refund Process
4.1 Inspection
Once your returned item is received at our facility, our team will inspect it to verify that it meets the return eligibility requirements outlined in Section 1. This inspection process typically takes 3–5 business days from the date we receive your return.
4.2 Approved Refunds
If your return is approved:
- A refund will be issued to your original payment method (credit card, debit card, PayPal, etc.).
- The refund amount will be the purchase price of the item(s) minus the following deductions:
- Original shipping charges are non-refundable (unless the return is due to our error — see Section 5).
- Return shipping costs are non-refundable.
- A restocking fee of [Insert Percentage, e.g., 15%] may apply in certain cases. (Optional — remove if not applicable.)
4.3 Refund Timeline
Please allow the following processing times for your refund:
| Payment Method | Processing Time |
|---|---|
| Credit / Debit Card | 5–10 business days after approval |
| PayPal | 3–5 business days after approval |
| Store Credit | 1–2 business days after approval |
| Other Payment Methods | 5–15 business days after approval |
Note: Processing times depend on your financial institution. If you have not received your refund within the timeframes listed above, please check with your bank or credit card company first, as there may be additional processing time on their end. If you still have not received your refund, please contact us.
4.4 Denied Refunds
If your return does not meet the eligibility requirements (e.g., the product has been used, opened, applied, or is outside the return window), your refund request will be denied. In this case:
- We will notify you via email explaining the reason for the denial.
- You may choose to have the item shipped back to you at your expense.
- If you do not request the item to be returned within 14 days of the denial notification, the item will be discarded, and no refund will be issued.
5. Defective, Damaged, or Incorrect Items
We stand behind the quality of our wall decals. If you receive an item that is defective, damaged during shipping, or is not the item you ordered, we will make it right.
5.1 Reporting an Issue
Please contact us within 7 days of delivery if you receive:
- A defective wall decal (e.g., printing errors, peeling issues, color discrepancies not caused by monitor settings).
- An item damaged during shipping (e.g., torn, creased, or crushed packaging that resulted in product damage).
- An incorrect item (e.g., wrong design, size, or color than what was ordered).
5.2 What to Include in Your Report
Please provide:
- Your order number.
- Photographs clearly showing the defect, damage, or incorrect item.
- Photos of the packaging (for shipping damage claims).
- A description of the issue.
5.3 Resolution Options
Once we verify the issue, we will offer one of the following resolutions at our discretion:
- Full refund (including original shipping charges) to your original payment method.
- Free replacement of the item shipped at no additional cost to you.
- Store credit for the full order amount (if preferred).
For defective or incorrect items, we will cover the return shipping cost by providing a prepaid return shipping label or reimbursing your return shipping expense.
Note: You may be required to return the defective or incorrect item before a replacement or refund is issued, depending on the circumstances.
6. Exchanges
6.1 Exchange Policy
At this time, we do not offer direct exchanges. If you would like a different item (e.g., a different wall decal design, size, or color), please:
- Initiate a return for the original item (following the process in Section 2).
- Place a new order for the desired item on our website.
This ensures the fastest processing and delivery of your new item.
6.2 Exception for Defective or Incorrect Items
If you received a defective or incorrect item, we will ship a free replacement directly to you without requiring you to place a new order (see Section 5).
7. Cancellations
7.1 Order Cancellation Before Shipment
If you wish to cancel your order, please contact us as soon as possible:
- Email: [Insert Email Address]
- Phone: [Insert Phone Number]
If your order has not yet been shipped or entered production, we will cancel it and issue a full refund to your original payment method.
7.2 Order Cancellation After Shipment
If your order has already been shipped, it cannot be canceled. You will need to wait to receive the item and then follow our standard return process (see Section 2).
7.3 Custom Orders
Custom or personalized wall decal orders cannot be canceled once production has begun, as these items are made specifically for you. Please double-check all details (text, design, size, color) before confirming your custom order.
8. Late or Missing Refunds
If you haven’t received your refund within the expected timeframe:
- Check your bank account or credit card statement again.
- Contact your credit card company — it may take some time before your refund is officially posted.
- Contact your bank — there is often a processing period before a refund is reflected.
- If you’ve done all of this and still have not received your refund, please contact us at [Insert Email Address].
9. Sale and Promotional Items
- Items purchased on sale or with a promotional discount are eligible for return under the same conditions outlined in Section 1, unless otherwise stated at the time of purchase.
- Items marked as “Final Sale,” “Clearance,” or “Non-Returnable” cannot be returned or refunded.
- If a coupon code or discount was applied to your order, the refund will reflect the actual amount paid after the discount.
10. Gift Orders
If you received a wall decal as a gift and would like to return it:
- Please contact us with the order number or the gift giver’s name and email address so we can locate the order.
- If the return is approved, a refund will be issued as store credit to your email address, allowing you to choose a new item.
- We will not disclose the purchase price or refund amount to the gift recipient.
11. Bundles and Sets
If your purchase included a bundle or set of wall decals:
- Returns are only accepted for the complete bundle or set in its original packaging.
- Partial returns of individual items from a bundle or set are not accepted.
- The refund will be for the full bundle/set price, not the individual item value.
12. Important Reminders
| ⚠️ Key Point | Details |
|---|---|
| Return Window | 30 days from delivery date |
| Condition Required | Unused, unapplied, in original sealed packaging |
| Return Shipping | Paid by the customer (except for defective/incorrect items) |
| Custom Orders | Final sale — no returns or refunds |
| Original Shipping Cost | Non-refundable (except for defective/incorrect items) |
| RMA Required | All returns must have an approved RMA number |
| Proof of Purchase | Required for all returns |
13. Contact Us
If you have any questions about our Refund and Returns Policy or need assistance with a return, please don’t hesitate to reach out:
DecalHouse Customer Service
- Website: www.decalhouse.com
- Email: Sales@decalhouse.com
- Phone: +1 757 9645393
- Mailing Address: DecalHouse, 1421 Air Rail Ave, Virginia Beach, VA 23456, USA
- Contact Form: https://decalhouse.com/contact-us/
We aim to respond to all inquiries within 1–2 business days.
14. Changes to This Policy
DecalHouse.com reserves the right to update or modify this Refund and Returns Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page. The “Last Updated” date at the top of this policy will be revised accordingly. We encourage you to review this policy periodically.
Thank you for shopping with DecalHouse.com! We appreciate your business and are here to help ensure you have a positive experience with our wall decals.