Returns / Refund Policy
Your satisfaction is our priority. Here's everything you need to know about our returns and refund process.
OVERVIEW
At Ninth Wall, we stand behind the quality of every wall scroll we ship. If something isn't right with your order, we're committed to making it right. Please read our policy carefully before initiating a return.
30-DAY RETURN POLICY
We offer a 30-day return window from the date your order is delivered. If 30 days have passed since your delivery date, unfortunately we are unable to offer a return or refund.
To be eligible for a return, your item must meet the following conditions:
— Item is in its original condition
— Item has not been used, hung, or displayed
— Item is in its original packaging
— Proof of purchase is provided
NON-RETURNABLE ITEMS
The following items cannot be returned or refunded:
— Items returned after the 30-day window
— Items that show signs of use, damage caused by the buyer, or improper handling
— Digital products or downloadable items (if applicable)
— Items marked as Final Sale at time of purchase
— Gift cards
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective, or incorrect, we will resolve it at no cost to you.
To report a damaged or incorrect order:
1. Contact us at [INSERT EMAIL] within 7 days of delivery
2. Include your order number in the subject line
3. Attach clear photos showing the damage or incorrect item
4. We will review your case and respond within 24–48 business hours
Depending on the situation, we will offer either:
— A free replacement sent to you immediately
— A full refund to your original payment method
HOW TO INITIATE A RETURN
To start a return, follow these steps:
1. Email us at [INSERT EMAIL] with subject line: RETURN — Order #[your order number]
2. Include your full name, order number, and reason for return
3. Wait for our response — we will confirm eligibility and provide return instructions
4. Ship the item back in its original packaging using a trackable shipping method
5. Once we receive and inspect the item, we will process your refund
Please do not send items back without contacting us first. Unauthorised returns may not be processed.
RETURN SHIPPING COSTS
Who covers return shipping depends on the reason for the return:
Damaged / Defective / Incorrect item:
Ninth Wall covers all return shipping costs. We will provide a prepaid shipping label.
Change of mind / Buyer's preference:
Return shipping costs are the responsibility of the buyer. We recommend using a trackable shipping service as we cannot be held responsible for items lost in return transit.
EXCHANGES
We currently offer exchanges for a different design within the same price range.
To request an exchange:
— Contact us at [INSERT EMAIL] within 30 days of delivery
— Specify the design you would like to exchange for
— Return shipping for exchanges is the buyer's responsibility unless the item was damaged or incorrect
Subject to stock availability. If your preferred design is out of stock, we will offer a full refund instead.
REFUNDS
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved:
— Refund is processed within 5–7 business days
— Refund is issued to your original payment method
— You will receive an email confirmation once processed
Please note:
— Original shipping costs are non-refundable unless the return is due to our error
— Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear in your account
LATE OR MISSING REFUNDS
If you haven't received your refund within 10 business days of our confirmation email:
1. Check your bank account again
2. Contact your credit card company — processing times can vary
3. Contact your bank directly as there may be a processing delay
If you've done all of the above and still haven't received your refund, contact us at [INSERT EMAIL] and we will investigate immediately.
CANCELLATIONS
Orders can be cancelled within 12 hours of being placed, provided the order has not yet been dispatched.
To cancel an order:
— Email us immediately at [INSERT EMAIL] with subject line: CANCEL — Order #[your order number]
Once an order has been dispatched, it cannot be cancelled. In this case, please wait for delivery and then initiate a return if needed.
CONTACT US
For any questions about returns, refunds, or exchanges, reach out to us directly:
Email: [INSERT EMAIL]
Response: Within 24–48 business hours, Monday to Friday
Please include your order number in all correspondence to help us resolve your inquiry as quickly as possible.