Returns and Exchanges

Returns:


We hope you will love your order as much as we do, but we understand that there are occasions when you may need to return something.

Please return items in their original condition with the tags attached for a full refund (excluding our shipping costs). Remember to complete the returns form enclosed with your order and include it in your parcel.


If you believe your order to be faulty, please contact us as soon as possible

cruz@prietocuervo.com


Please check that the following details are correct on receipt of order: design, colour, quantity, and quality, because understand that we cannot replace or refund a product once it has been cut, this applies to both wallpaper that has been cut and/or hung, as well as cut-to-order lengths of fabric and bespoke/custom made/exclusive made to order designs. This includes deliveries made to third parties at the customer’s request.

Exact colour matching between different production batches cannot be guaranteed. Where an additional quantity is required please note the print batch number. Stock cuttings can be supplied on request.

Personalised and bespoke items:

If you place an order for a personalised or bespoke item, we regret that you will be unable to cancel or return it as it will have been specially made to your personal requirements. 


How to arrange a return:

You can return or exchange your item(s) within 14 days of receipt. Simply complete the returns form enclosed in your original delivery and follow the below instructions. Delivery time of shipment is not included within the time given.


We recommend that you ensure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure trackable shipper and that you retain proof of sending.

Please note that you must cover the cost of the return shipment unless the item is incorrect or faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All items must be returned with all tags, where applicable, in their original condition. Please note that wallpaper can only be returned if it is unopened.

To complete your return, we require a receipt or proof of purchase.

Refunds: 

Your refund will be credited to the original payment method. If you paid by credit card, a refund may take up to 10 business days for your bank to complete. Processing times can vary between card issuers and unfortunately we are unable to influence this. For PayPal, refunds will be paid directly into your account and can take between 3 to 5 days to clear. The refund will only include shipping costs for items which are faulty or wrongly delivered.

Please note that the original shipping costs will only be refunded on items that are incorrect or faulty, while full refunds will be made only on items returned within 14 days in their original condition. We will contact you if we have any queries regarding your return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Exchanges:


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cruz@prietocuervo.com and we will give you further instructions on where to send the damaged items.

Unfortunately, we are not able to carry out direct exchanges for different items. If you would like a different item, please return your original order for a refund and place a new order.

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.