Return & Replacement Policy
At Painted Ivy, we specialize in custom-printed wallpaper tailored to your unique specifications. Because each order is custom-made, all sales are final and we do not accept returns or exchanges for change of mind or incorrect measurements. We strongly recommend ordering a sample before placing a full order to ensure the perfect match.
Please note that slight color variation between screen and print, or between separate print batches, is inherent to the custom printing process and does not constitute a defect. We recommend ordering all panels needed for your project in a single order to ensure color consistency.
1. Manufacturing Defects or Transit Damage
Every Painted Ivy order is custom-printed just for you. We carefully review each order for quality, but occasionally manufacturing-related errors can occur. If your order arrives with a printing defect or transit damage, please open and inspect your wallpaper upon delivery and before installation begins. If you notice an issue, discontinue work immediately and contact us within 14 days of delivery.
To be considered for resolution, the following must be provided:
Upon reviewing the information, we will determine what steps we can take to make things right, which may include a replacement, store credit, or partial or full refund.
2. How to Initiate a Claim
Email your order number and photos to ivy@paintedivy.com. We will review your submission and follow up with next steps.
3. Exclusions
Claims made after the 14-day window, or for products that have already been installed, cut, or altered, are not eligible for resolution. Color variation between screen and print or between print batches does not qualify as a defect.
4. Installation Disclaimer
Before installing, please inspect all panels to confirm they are from the same print batch, and check for color consistency, trim alignment, and any visible defects. If you notice any issues, stop installation and contact us immediately.
We are not responsible for any costs or damage related to installation, removal, or surface preparation. This includes damage to walls, paint, or finishes, installer errors or improper handling, and incompatible surfaces. Once installed, cut, or altered, the product is considered accepted and cannot be refunded or replaced.
5. Undeliverable or Incorrect Address
Customers are responsible for providing a complete and accurate shipping address. If a package is returned to us because the address provided was incorrect, incomplete, or undeliverable, the customer will be responsible for any additional shipping charges required to reship the order. If the order is not reshipped, a refund will be issued for the merchandise less any shipping costs incurred.
6. Production & Shipping
Orders are fulfilled by trusted third-party production partners. While we do our best to ensure timely delivery, we are not responsible for carrier delays or shipping issues once your order has been dispatched.
6. Questions? Contact ivy@paintedivy.com before ordering if you need help selecting the right size or product.