Refund policy
Made-to-order items
All works sold by Open Wall Studio are produced to order.
Because of this, we do not accept returns for change of mind, incorrect size selection, or personal preference once an order has been placed.
Damages and issues
Please inspect your order upon delivery and contact us within 14 days of receipt if:
- the item arrives damaged
- the item is defective
- you receive the wrong item
To report an issue, contact us at hello@openwallstudio.com and include:
- your order number
- a brief description of the issue
- clear photographs of the damage or defect
If the issue is confirmed, we will arrange a replacement or refund at no additional cost to you.
Non-returnable items
The following items are non-returnable:
- Made-to-order prints
- Sale items
- Gift cards
We do not accept returns for reasons related to:
- personal taste
- colour appearance on different screens
- incorrect size choice
If you are unsure about a product before ordering, please contact us and we will be happy to help.
Exchanges
We do not offer direct exchanges.
If your item arrives damaged or faulty, we will arrange a replacement where appropriate.
European Union 14-day cooling-off period
Under EU consumer law, customers within the European Union normally have the right to cancel an order within 14 days.
This right does not apply to made-to-order or customised goods, which includes all prints sold by Open Wall Studio.
If your item arrives damaged or faulty, your statutory rights remain unaffected.
Refunds
Once a damage or fault claim has been approved, refunds will be issued to the original payment method within 10 business days.
Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since a refund was approved, please contact us at hello@openwallstudio.com.