Refund policy

At WOW My Wall, your complete satisfaction with every piece of wall art and frame is our top priority. This Refund & Return Policy explains the conditions, process, and timelines for returns, replacements, and refunds on purchases made through www.wowmywall.com.

By placing an order, you agree to be bound by this policy, which forms an integral part of our Terms & Conditions.

1. Eligibility for Returns & Refunds

You are eligible to request a return, replacement, or refund in the following situations:

The item arrives damaged, defective, or materially different from what was ordered.
You received the wrong product or an incorrect variant (size, design, frame style, etc.).

Important Note on Custom Products Customized, personalized, or made-to-order artwork (e.g., custom canvas prints, name-engraved frames, or bespoke designs) is non-returnable except in cases of proven manufacturing defects or damage incurred during transit.

2. Return / Claim Notification Timeframe

To qualify for a return, replacement, or refund, you must notify us within 48 hours of receiving your delivery:

Contact us immediately upon discovering any issue.
Requests received after 48 hours may not be eligible for processing, as timely inspection helps us resolve issues efficiently.

3. Return & Replacement Process

Follow these simple steps:

Email our support team at info@wowmywall.com (or reply to your order confirmation email).
Include the following in your message:
- Your order number
- Clear photographs showing the issue (packaging damage, product defect, incorrect item, etc.)
- A brief description of the problem
Our team will review your request within 24–48 hours and provide instructions for the return (if required) or approve a replacement.
Once we receive and inspect the returned item (where applicable), we will process your replacement or refund promptly.

4. Refund Policy

Refunds are issued in Pakistani Rupees (PKR) to the original payment method used at checkout.
Once approved, refunds are typically processed within 3–7 business days after we receive and inspect the returned item.
Shipping charges are non-refundable except when the return is due to our error (wrong item shipped, damaged in transit, or defective product).
Please allow additional time for your bank or payment provider to reflect the refund in your account.

5. Replacement Policy

For eligible damaged, defective, or incorrect items, we will arrange a free replacement of the exact same product (subject to availability).
Replacements are usually dispatched within 3–5 business days after your return is approved and the faulty item is received (if return is required).
If the same item is no longer available, we will offer a suitable alternative of equal or greater value or issue a full refund.

6. Return Shipping & Costs

Our error (wrong item, damaged/defective on arrival): We will provide a prepaid return label or reimburse reasonable return shipping costs upon approval.
Change of mind or other non-defect reasons: Returns may be accepted solely at WOW My Wall’s discretion. In such cases, the customer is responsible for return shipping charges and must ensure the item is returned in its original, undamaged condition with all packaging and accessories.
Always use secure, padded packaging to prevent further damage during return transit.

7. Non-Returnable / Non-Refundable Items

The following items cannot be returned or refunded under any circumstances:

Customized or personalized products (unless proven defective or damaged in transit)
Items that have been installed, hung, or altered after delivery
Products damaged due to customer mishandling, improper storage, or misuse after receipt
Items marked as “final sale,” “clearance,” or “non-returnable” at the time of purchase
Products returned without original packaging, tags, or in unsellable condition (where applicable)

8. Damaged Items During Transit

If your order arrives visibly damaged:

Do not sign for the delivery if the outer packaging is severely damaged (note “damaged packaging” on the courier receipt if possible).
Contact us immediately (within 48 hours) with clear photos of:
- The outer packaging
- The damaged product
- Any relevant courier documentation
We will arrange a free replacement or full refund (including original shipping) at no additional cost to you.