Effective Date: June 26, 2026
At Big Wall Décor, we want you to be fully satisfied with your purchase. If for any reason you are not, we offer a 30-day return window for eligible products, subject to the terms and conditions outlined below. By placing an order, you agree to this Return Policy, which should be read in conjunction with our Terms and Conditions and Privacy Policy.
Standard Returns
Most standard (non-custom) items may be returned within 30 days of delivery for a refund of the product purchase price, less a 10% restocking fee. Original shipping and handling charges are non-refundable.
The 30-day return period begins on the date your order is marked as delivered by the shipping carrier.
A prepaid return shipping label will be provided for eligible domestic orders within the United States at no additional cost.
Returns requested more than 30 days after delivery are not eligible for a refund. At Big Wall Décor's sole discretion, these returns may be approved for store credit.
For international returns, or for orders totaling $2,500 or more, please contact our customer service team at support@bigwalldecor.com or call 888-441-1246. These returns are reviewed on a case-by-case basis.
Non-Returnable Items
The following items are not eligible for return, refund, or exchange unless they arrive damaged or an error was made by Big Wall Décor:
- Custom artwork and custom image orders
- Custom wallpaper
- Gift cards
- Hardware kits and replacement parts
- Products marked as Final Sale
- Wallpaper that has been installed, partially installed, cut, trimmed, or otherwise altered
- Products that have been altered, installed, intentionally damaged, or are no longer in resalable condition.
Return Process
To initiate a return, please use our online return portal and provide your email address and order number. Returns must be initiated through the return portal. Unauthorized returns may be refused or delayed.
Once your request is processed, you may choose one of the following return methods:
- Print a prepaid UPS shipping label, affix it to your package, and drop it off at any UPS facility or drop-off location. Please include the packing slip provided through the portal.
- Request a QR code that can be presented at a UPS Store. The UPS staff will print the return label for you at no cost. Please include the packing slip provided through the portal.
All frames must be disassembled before being returned. Whenever possible, products should be returned using the original packaging and protective materials. If the original packaging is unavailable, customers are responsible for using packaging that adequately protects the product during return shipment.
Damaged or Incorrect Items
If you receive an incorrect product or your order arrives damaged, you must upload clear photos of the product and, if applicable, the damaged packaging through our return portal. These images are required so that we can file claims with the shipping carrier.
Once reviewed, our customer service team will provide instructions for resolving your case, which may include a replacement or refund.
The 10% restocking fee does not apply to returns resulting from products that are incorrect, defective, or damaged during shipping.
Condition of Returned Items
Returned items must be in resalable condition. Big Wall Décor reserves the right to reduce or deny a refund if returned items are not received in resalable condition. This includes, but is not limited to, items showing excessive wear, scratches, damage, alterations, missing hardware, missing accessories, or missing packaging.
If a returned item is damaged due to inadequate packaging during return shipping, the refund may be reduced based on the extent of the damage.
Refused Deliveries
Orders refused at delivery or returned to Big Wall Décor without prior return authorization will be treated as a standard return and are subject to the 10% restocking fee. Original shipping charges are non-refundable.
Refund Timeline
Once your return has been received, inspected, and approved, refunds are typically processed within 5–7 business days. Refunds are issued to the original payment method and will reflect any applicable deductions, including the 10% restocking fee, where applicable.
Assistance
If you require assistance with your return, please contact our customer service team at:
Email: support@bigwalldecor.com
Phone: 888-441-1246
We're happy to help.