Refund policy

Effective date: August 2026

At a Glance

Return window	14 days from delivery (standard-design items)
Personalized / custom items	Not returnable, unless faulty or incorrect
Our 60-day promise	Not right? We make it again free and you keep the first one
How to request	From your account, or by email to info@wallartsmetal.com
Send items back within	14 days after your return is approved
Refund issued within	14 days after we receive your return
Return shipping	Paid by you for change-of-mind returns; paid by us for faulty, damaged or wrong items

Our 60-Day Promise

This promise is in addition to the rights described below, not a replacement for them.

You see your design before you pay. We do not cut anything until you have picked the one you want.

If the piece arrives and it is not right, email us a photo within 60 days of delivery and we will make it again, free. Keep the first one. There is nothing to ship back and no form to fill in.

This holds whether the piece arrived damaged, we sent the wrong one, it does not look like the design you approved, or it just is not what you pictured on your wall.

Would you rather have your money back? Send the piece back to us and we will refund what you paid, plus what the return shipping cost you.

One remake per order.

1. Which Items Can Be Returned

Standard-design items (our catalog designs without any personalization) can be returned within 14 days from the day you receive the last item of your order, without giving any reason. Items must be unused, undamaged and ideally in their original packaging.

Personalized and custom-made items (custom names, dates, sizes, colors or artwork made to your specifications) are produced individually for you and cannot be returned or exchanged, in line with the exception for personalized goods under the EU Consumer Rights Directive. This does not apply if the item arrives faulty, damaged or different from what you ordered; see section 6. Our 60-day promise above also applies.

For customers in the European Union and the United Kingdom: you have a statutory 14-day right of withdrawal for non-personalized goods, starting from delivery of the last item. The same 14-day window applies to all customers worldwide. Your statutory rights are not affected by this policy.

2. How to Request a Return or Cancellation

From your account (recommended): log in to your account, open the relevant order and submit a return request.
By email: write to info@wallartsmetal.com with your order number and the item(s) concerned.

Orders that have not entered production yet can be cancelled the same way for a full refund. Personalized orders cannot be cancelled once production has started.

Please wait for our confirmation and return instructions before shipping anything back.

3. Sending Your Items Back

Ship the items within 14 days after your return request is approved, to the return address we provide.
Pack the item securely; metal art damaged in return transit due to insufficient packaging may lead to a reduced refund.
Please use a tracked shipping service and keep your proof of postage.

4. When You Get Your Refund

We issue your refund within 14 days of receiving the returned items (or of receiving proof that you have shipped them back), to your original payment method. Your bank or card issuer may need a few additional days to post the amount to your account.

5. Return Shipping Costs, Duties and Taxes

Change of mind: you pay the direct cost of returning the items.
Under our 60-day promise: we refund what the return shipping cost you.
Faulty, damaged or wrong items: we cover the return shipping, or tell you that no return is needed, and replace or refund the item free of charge, including original shipping.
Customs duties and import taxes paid on international orders are charged by your local authorities and cannot be refunded by us.

6. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, with a personalization error on our side, or different from what you ordered, contact us within 60 days of delivery, as soon as possible, with your order number and photos of the item and packaging. We will send a free replacement or issue a full refund, including shipping, at your choice. This does not limit your legal guarantee rights; in the EU these apply for at least two years from delivery.