Refund policy
Each print from The Busy Wall is produced on demand after your order is placed. Please choose your size and format carefully before ordering.
If something arrives damaged, defective, incorrect, or clearly not as it should be, contact us and we will help sort it out.
Damaged, defective, or incorrect orders
Please inspect your order when it arrives.
If your print is damaged, defective, or you received the wrong item, contact us as soon as possible, but no later than 30 days after your order arrives, at info@thebusywall.com.
Please include:
- your order number
- clear photos of the damaged or incorrect item
- clear photos of the packaging
- a short description of the issue
Once the issue has been reviewed, we will arrange a replacement where appropriate.
Lost orders
If your order appears to be lost in transit, contact us at info@thebusywall.com and we will investigate it.
If the shipment is confirmed as lost, a replacement will be arranged.
Change-of-mind returns
Customers in the European Union and the United Kingdom may request a return within 14 days of receiving their order, unless a legal exception applies.
To request a return, email us at info@thebusywall.com within 14 days of delivery. After your return request is confirmed, the item must be sent back within 14 days.
Returned items must be unused, undamaged, and returned in their original protective packaging where possible. Please do not send an item back before contacting us.
Unless the item is faulty, damaged, or incorrect, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot refund items that are lost on the way back to us.
For eligible returns, we will refund the returned item after we receive and inspect it. Where required by applicable law, the standard outbound delivery cost will also be refunded. Upgraded delivery options are not refunded beyond the standard delivery amount.
Return condition
To be eligible for a change-of-mind return, the item must be returned in the same condition in which it was received.
It must be:
- unused
- undamaged
- returned in its original packaging where possible
- packed securely for return shipping
You will also need your order number or proof of purchase.
If a returned item is damaged because it was handled excessively or packed poorly for return shipping, we may reduce the refund to reflect the loss in value.
Return shipping costs
For change-of-mind returns, the customer is responsible for the cost of return shipping.
We do not provide prepaid return labels for change-of-mind returns.
For damaged, defective, incorrect, or confirmed lost orders, we will resolve the issue at no additional cost to you.
Refunds
Once your return has been received and inspected, we will let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may need additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at info@thebusywall.com.
Exchanges
We do not offer direct exchanges.
If you would like a different size or item, please place a new order. For EU and UK change-of-mind returns, the original item must first be returned and approved under this policy.
Sale items and gift cards
Gift cards cannot be returned.
Sale items are only refundable where required by law, or if they arrive damaged, defective, incorrect, or are confirmed lost in transit.