Refund policy

DEPOSITS FOR ART MURALS

A deposit is required to book an art mural. 

In the event a customer wishes to cancel the booking, the deposit is non refundable. 

Rachel Sarah reserves the right to cancel the booking of an art mural, in which case the deposit will be refunded in full.

NON-BESPOKE ITEMS

We will refund the full value of any product(s) purchased under the following conditions:

  1. The product(s) are returned to us within 30 days of receipt of purchase.
  2. The product(s) are returned in the same condition that you received it, unused and not tampered with.
  3. You'll also need to send us proof of receipt or purchase to complete your return.

To start a return, you can contact us at info@rachelsarah-artist.com.  If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@rachelsarah-artist.com.

BESPOKE AND MADE TO ORDER ITEMS

Unfortunately, as bespoke items are made to customer's individual specifications, these items are non refundable.  

All wallpapers are printed to order and refunds can only be accepted on faulty items, ie, errors on the printing, colour or repeat of the paper.  We cannot accept responsibility for any marks or damage caused by the pasting or hanging process.  It is responsibility of the buyer to ensure that the environment is suitable for the wallpaper.

SALE / OFFER ITEMS

Unfortunately,  we cannot accept returns on sale or offer items.

DAMAGES AND ISSUES 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Please notify us by emailing us at info@rachelsarah-artist.com.  You should include a description of the product's defects and / or damages, in addition to your name and original order number.  We may request photo evidence for this.

You will only be eligible for a refund or replacement once the damaged product has been returned to us.  This must be within 30 days of receipt of purchase, as per the conditions outlined above.


EXCHANGES  

Exchanges can only be made if the item was damaged in transit, and exchanges must be for the same product.  If the product is unavailable we will contact you to offer an alternative.


EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


REFUNDS  

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rachelsarah-artist.com.