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Return & Refund Policy

At Mwalls, we are dedicated to providing you with premium wallpaper and seamless installation services. We want you to be completely satisfied with your room transformations. Please review our policies regarding returns, cancellations, and defective items below.

1. Defective or Damaged Goods

We stand by the quality of our products. Under UAE Federal Law No. 15 of 2020 on Consumer Protection, you are fully entitled to a free repair, replacement, or refund if a product you purchased is defective.

  • If your order arrives damaged or you discover a manufacturing defect, you must contact us within 2 days of delivery.

  • Our team will review the issue and, depending on the circumstances, provide a repair, a replacement, or a refund.

2. Change of Mind & Standard Returns

Please note that UAE law does not provide an automatic right to a refund for non-faulty items if you simply change your mind. However, to ensure a great customer experience, we accept returns on standard wallpaper rolls under the following conditions:

  • The return request is made within 14 days of delivery.

  • The item must be entirely unused, uncut, and uninstalled.

  • The product must be returned in its original condition and original packaging.

  • Customers are responsible for the return shipping or collection costs for change-of-mind returns.

3. Custom Orders & Non-Refundable Items

Because of the nature of our business, certain items and services are strictly non-refundable:

  • Custom-sized Wallpapers and Murals: Custom-sized items are non-refundable once production or material cutting has started.

  • Installed Products: Any wallpaper that has already been installed or altered cannot be returned.

  • Installation Services: Service fees for completed installations are non-refundable. If you experience an issue with the workmanship, please contact us immediately so we can inspect and rectify the situation.

  • Misuse or Mishandling: We cannot accept returns for items that are damaged after delivery due to improper handling, poor storage, or misuse by the customer.

4. Order Cancellations

We process orders quickly to ensure timely installations.

  • You may cancel your order without penalty before it is processed, shipped, or moved into the production phase.

  • Once production, material cutting, or custom artwork preparation has begun, cancellation may no longer be possible.

5. How to Submit a Return Request

To request a return, cancellation, or report a defect, please reach out to our support team:

  1. Contact us via email or WhatsApp with your order number and the reason for the return.

  2. If reporting a damaged or defective product, please include clear photographs of both the product and the packaging.

  3. Our team will review your request and provide specific return instructions. Please do not return any item to us without prior authorization.

6. Refund Processing

Once your return is received, inspected, and approved, your refund will be issued via your original payment method. Please note that banks and payment providers may take up to 10 to 15 business days to fully process and reflect the funds in your account.