Effective Date: August 26, 2025
At Big Wall Décor, we want you to be fully satisfied with your purchase. If for any reason you are not, we offer a 30-day return window, subject to the terms and conditions outlined below. By placing an order, you agree to this Return Policy, which should be read in conjunction with our Terms and Conditions and Privacy Policy.
Standard Returns
Most items may be returned within 30 days of delivery for a refund of the product cost. Shipping and handling fees from the original purchase are non-refundable. A prepaid return shipping label will be provided for domestic orders within the United States at no additional cost.
For international returns, or for orders totaling $2,500 or more, please contact our customer service team at support@bigwalldecor.com or call 888-441-1246. These returns are reviewed and managed on a case-by-case basis.
Custom Orders
Custom image orders are not eligible for a cash refund. As of July 18, 2024, all custom orders may only be returned for in-store credit through our return portal. Credit will be issued in the form of a coupon code sent to the email address on file for the order. This code may only be used for future purchases by the same customer and cannot be transferred or redeemed for cash.
Return Process
To initiate a return, please use our online return portal and provide your email address and order number. Once your request is processed, you may choose one of the following return methods:
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Print a prepaid UPS shipping label, affix it to your package, and drop it off at any UPS facility or drop-off location. Please include the packing slip provided through the portal.
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Request a QR code that can be presented at a UPS Store. The UPS staff will print the return label for you at no cost. Please also include the provided packing slip in your package.
All frames must be disassembled and items repackaged as closely as possible to their original condition and packaging. Proper packaging is the responsibility of the buyer to ensure the items are not damaged during return shipping.
Damaged or Incorrect Items
If you receive an incorrect product or your order arrives damaged, you must upload clear photos of the product and, if applicable, the damaged packaging through our return portal. These images are required so that we can file claims with the shipping carrier. Once reviewed, our customer service team will provide instructions for resolving your case, which may include a replacement or refund.
Condition of Returned Items
Returned items must be in resalable condition. Items showing significant signs of use, scratches, damage, or wear that prevent resale may be subject to a return deduction of up to 50% of the purchase price. If an item is returned damaged due to inadequate packaging, we will assess the extent of the damage and adjust the refund accordingly.
Refund Timeline
Once your return has been received and processed by our returns department, refunds are typically issued within 5–7 business days. Please note that processing times may vary depending on volume, payment provider, or the specifics of your return. Refunds will always be credited back to the original form of payment unless otherwise specified by this policy.
Assistance
If you require help with your return, please contact our customer service team at support@bigwalldecor.com or by calling 888-441-1246. We are here to assist you.